Customer Experience Project Manager Jobs in Michigan

The Outdoor Experiences Project Manager is responsible for year-round operations in support of the full Outdoor Experiences team. In addition to serving as a main point of contact for troops, families, schools, and external partners, the Outdoor Experiences Project Manager will develop and manage paperwork and other administrative tasks related to year-round camping and outdoor programming. This role will also serve as a key project manager for the Outdoor Experiences team, providing project and program support by creating resources and management templates that allow for the team to remain on top of tasks and deadlines. The Outdoor Experiences Project Manager will manage all business, office, and camp operations alongside the Outdoor Experiences team.

• Provide exceptional customer service to ensure that troop leaders, parents and girl members are well informed and fully prepared to attend outdoor experience programming.
• Timely communication with current and prospective customers through email, mail, and telephone.
• Manage the Outdoor Experiences Facebook page, monitoring interactions within the page to identify new target audiences and parent/volunteer feedback; reports feedback to the VP of Outdoor Experience and assists in implementing changes based on feedback.
• Manages the Gear Loan Library at Camp Hawthorn Hollow and communicates Gear Loan Library needs at the GSSEM White Lake Service Center.
• Generate and manage ICA’s for the full Outdoor Experiences team with external partners and contractors.

Work with the Outdoor Experiences team to provide camp application information, marketing/communication materials, registration information, medical forms, waivers, and other camp documentation to improve program experience for girls.

• Works with the Outdoor Experiences team to create longterm and shortterm goals, including setting targets for milestones within those goals.
• Work alongside the Outdoor Experiences staff to create and manage standard operating procedures for both camp offices and outdoor education.
• Review and update all camp materials including brochures, online materials, newsletters, and manual. Monitor Salesforce case queues, outdoor@gssem.org and camp@gssem.org emails, camp general phone line and respond to all internal and external inquiries.
• Maintain Outdoor Experience databases and work with the Deputy Chief of Research and Evaluation to create monthly data and usage reports for the Outdoor Experiences team.
• Send camp program event confirmations and information to anyone booked to use GSSEM Campgrounds.
• Assist the Camp Director with applicable State Licensing Rules and GSUSA guidelines.
• Work collaboratively with departments to ensure that all programs are in keeping with state, county and GSUSA guidelines, and that participation in program events is inclusive and representative of all jurisdictions within the Council.
• Work with the Outdoor Experiences team and additional GSSEM Departments to help achieve GSSEM goals and objectives related to camp and outdoor education programming.
• Communicate policy and program procedures to everyone who participates in events/programs on GSSEM campgrounds.
• All other duties as assigned.

Programming Support Responsibilities - 40%

• Supports program planning and monitors due dates to ensure the Outdoor Experiences program planning tasks are done in a timely manner, as well as determining resource availability and allocation across different programs and events.
• Manage event logistics including Marketing Requests, Customer Care Requests, Event Listings, Photography Requests, Public Relations Requests and supply management.
• Track the progress of Outdoor Experience programming, internal and external resources; including appropriate followups with both internal and external stakeholders for each project to ensure that all projects, programs, and events are delivered ontime and within scope (MarComm, Customer Care, outside partners, etc.).
• Assist the Outdoor Experiences team in the coordination and execution of programming as needed.
• Assist the Outdoor Experiences team in the coordination and execution of checkin and out at both Camp Hathorn Hollow and Camp Playfair as needed for events and troop camping weekends.

Essential Requirements

Education

Bachelor’s degree with concentration in a related field preferred or equivalent experience.

Minimum of three (3) years customer service experience serving a large client base.

Position Qualifications
• This position requires registration as a member of Girl Scouts of the U.S.A.
• Must be at least 21 years of age.
• Prior experience or a good general knowledge and foundation in the areas of camp programming, hospitality, youth service, cleaning, general labor, and customer service.
• Demonstrated skills in creative thinking, problem solving and innovation.
• Demonstrated skills in administration and time management.
• Ability to provide training and put together comprehensive PowerPoints using Girl Scout branded templates.
• Experience supporting leadership/management team.
• Proven track record in developing relationships with staff, volunteers, and community organizations.
• Ability to effectively collaborate with other departments to meet mutual goals.
• Demonstrated skill in Microsoft Office Suite and ability to learn additional computer programs.
• Excellent communication skills both written and verbal.
• Willingness to work a flexible schedule that includes evening and weekend hours.
• Ability to travel to all GSSEM campgrounds.
• Knowledge of outdoor and camp programming.

Equipment Used: Computer (includes Microsoft Office and Internet), multi-line phone, calculator, printer, and copier.

Physical Activities/Demands: Sitting, standing, walking, reaching, talking, listening, reading, operating equipment (listed above), counting, writing, typing. Must be able to lift and carry up to 60 lbs.

Work Conditions: Activities primarily occur on camp property, indoors and outdoors.