Job Description

ABOUT THE ROLE 
The Volunteer Program Manager reports to the Senior Manager, Community Programs and Events, and oversees all elements of the B.A.A. Volunteer Program, a critical component of B.A.A. events. The program consists of 10,500 volunteers annually, including 230 Team Captains who oversee volunteers on race weekends (Boston Marathon/5K, 10K, and Half Marathon). This role provides excellent customer service and training opportunities for volunteers, while working to evolve and enhance the overall volunteer program to support B.A.A. activities and priorities beyond mass participatory events.

RESPONSIBILITIES
Manage recruitment of volunteers for the Boston Marathon, Boston 5K, Boston 10K, and Boston Half Marathon, as well as B.A.A. youth events. Keep diversity, equity and inclusion top of mind while designing and delivering recruitment efforts.
Propose strategies to leverage volunteers for other B.A.A. efforts and activities throughout the year, in an effort to advance the organization’s mission and vision.
Provide internal updates and communications regarding volunteer program activities, enhancing all-staff awareness of volunteer program achievements, engagements and opportunities. Help to ensure that volunteer assignments accurately reflect and fill evolving department/team needs and that staff members directly hosting volunteers are proactively provided with relevant information.
Provide excellent customer service to volunteers through various communication and engagement opportunities, including, but not limited to phone, emails and in person communications. Help ensure volunteers have an outstanding experience volunteering with the B.A.A.
Ensure effective management of inquiries/requests in the Volunteers email inbox, including timely responses during high-volume periods.
Maintain accurate volunteer data in Salesforce, through updates and audits.
Develop and test the volunteer registration platform for all races and select events in Salesforce.
Oversee the packing of volunteer supplies and equipment including Boston Marathon Volunteer Jackets, credentials, pins etc.
Prepare and update volunteer education and training materials such as email, printed pocket guides, maps, and webpages. Work to ensure materials reflect organizational values and priorities, such as diversity, equity and inclusion.
Maintain volunteer program documentation such as volunteer policies and Team Captain instructions.
Support Team Captains and Group Leaders as they manage their respective volunteer teams and groups by providing recruitment and application instructions, sending roster reports, and answering general questions.
Support volunteer check-in and check-out procedures at all B.A.A. races.
Lead post-race volunteer attendance tracking, compile post-race volunteer surveys, and report on findings.
Execute and enhance volunteer recognition projects and events for milestone years of service.
Develop ongoing strategies for volunteer retention and satisfaction. Aim to expand and diversify the B.A.A. volunteer base.
Support event credentialing process for volunteers.
Manage temporary volunteer team support, as needed (e.g., paid intern support for temporary periods of high volume).
Perform other duties as assigned.

WHO WE'RE LOOKING FOR
There are innumerable ways to learn, grow and excel professionally. We know people gain skills through a variety of professional, personal, educational, and volunteer experiences. We respect this when we review applications and take a broad look at the experience of each applicant. We want to get to know you and the unique strengths you will bring to the work. This said, we are most likely to be interested in your candidacy if you can demonstrate the majority of the qualifications and experiences listed below.

A minimum of 3-5 years’ experience in customer service, volunteer coordination, non-profit events industry, or related field.
Experience working at/for events preferred.
Demonstrated outcomes and a commitment to advancing diversity, equity, and inclusion, including within the volunteer, customer service, and/or program management space.
Excellent customer service skills and proven outcomes serving a wide variety of customers/users/stakeholders, and in challenging situations.
Strong written and interpersonal communications, including public speaking and presentation.
Keen ability to efficiently manage time and assignments, prioritizing throughout the year and navigating various event cycles. Can prioritize and pivot in the moment (e.g., at events) appropriately.
Able to work effectively in a team and independently.
Proficiency in Microsoft 365 tools and Salesforce preferred
Willingness to work weekends and evenings, as needed.

WORK EXPECTATIONS AT THE B.A.A.
We are a hands-on team and seek employees who are passionate about our work and service to our community. The Volunteer Program Manager is a 40 hours/week, exempt position. The role will require flexibility to work on some weekends and evenings. Additionally, there will be longer work hours surrounding B.A.A. events. Limited local travel required.

How to Apply: 
 

• All steps of process must be carefully followed  so that A) your application can be reviewed by the hiring manager and B) so that YUPRO Placement can advocate for you and provide support. 
   

• Step 1: Complete application on New Grad job board by submitting your resume and completing details requested below 
   

• Step 2: Check your inbox for an email with subject line “Your YUPRO Placement Application: Next Steps” and navigate to the link provided and submit your application according to the email directions