Chapter Volunteer Engagement Manager, Systems Solutions

Founded in 1876, the Appalachian Mountain Club (AMC) is the oldest conservation and recreation organization in the United States. Our mission is simple yet powerful: foster protection, enjoyment, and understanding of the outdoors. With a focus on protecting mountains, forests, waters, and trails throughout the Northeast and Mid-Atlantic regions, we envision a world where our natural resources are healthy, loved, and always protected, and where the outdoors occupies a place of central importance in every person’s life.

This position aligns both paid and unpaid staff to move AMC’s mission and four strategic priorities:

• Protect critical landscapes for the well‑being of people and the outdoors
• Cultivate and sustain a robust, diverse, and welcoming community
• Foster access to the outdoors

The Systems Solution Manager is a strategic, systems‑minded role responsible for shaping, improving, and stewarding the full ecosystem of tools, processes, and support systems used by AMC’s Chapter volunteers and staff Chapter Engagement team. This role sits at the intersection of technology, operations, and volunteer engagement—serving as the connective tissue between volunteers, the technology team, and internal stakeholders across AMC. The Manager will own the product defined as Volunteer Systems— including onboarding/offboarding flows, Outdoors.org

account enablement, JIRA‑based intake and communications, request triage, process design, and future enhancements. The role translates volunteer needs into clear requirements, develops and prioritizes roadmaps, participates in Agile sprint cycles, and ensures clear, accessible communications back to the field. This is a build role suited to someone who thrives in ambiguity, values simplicity, and can balance strategic foresight with roll‑up‑your‑sleeves execution.

Reports to:

Director, Volunteer Engagement

Location:

Flexible within AMC footprint; remote within the U.S. considered

Travel:
Periodic travel across the Northeast/Mid‑Atlantic to connect with chapters and staff (meetings, trainings, site visits)

Schedule:

flexes to meet volunteer needs, with significant work occurring during evenings and weekends (offset with adjusted weekday hours).

• Serve as product owner for Volunteer Systems, defining scope, roadmaps, priorities, and measurable outcomes.
• Develop a long‑term ‘North Star’ for volunteer technology and operational systems; convert it into incremental, achievable steps.
• Gather feedback from volunteer leaders to surface pain points and opportunities; translate insights into clear requirements and acceptance criteria.
• Embed with the Agile team (sprint planning, backlog grooming, reviews/retros) to track progress and advocate for volunteer needs.
• Reinstate and own the translation of technical release notes into concise, volunteer‑facing updates—what changed, what’s next, and what action is required.
• Design and improve end‑to‑end onboarding/offboarding processes for volunteer roles; align identity/access, security, and communications.
• Partner with Growth/Marketing and Technology to improve knowledge management: migrate content into a centralized knowledge base; leverage AI to draft and standardize articles for expert review.
• Lead/coordinate a Volunteer Systems Advisory function to align stakeholders (volunteers, Tech, Chapter Volunteer Engagement, Growth).
• Own and improve intake pathways (e.g., volunteer support email into JIRA); ensure requests are routed, prioritized, and communicated transparently.
• Advance change management across chapters: create simple playbooks, timelines, and training resources for process/system changes.
• Provide responsive tier‑1 technical support for AMC volunteer‑facing systems (e.g., Outdoors Connector/Activity Hub, Salesforce tools, Teams/SharePoint) by troubleshooting access and workflow issues, hosting office hours, triaging incidents, creating quick‑reference guides that reduce repeat support needs, and documenting/escalating bugs and enhancements through established Tech/JIRA pathways.

• Proven ability to translate complex, cross‑functional needs into simple, usable processes and tools.
• High emotional…