Manager, Volunteer & Guest Experience

Overview

The Akron-Canton Regional Foodbank offers a diverse workplace with professionals that work together to fulfill our mission in the fight to end hunger. We are seeking individuals who share and believe in our core values – compassion, collaboration, service, integrity, inclusion and innovation.

Every volunteer and guest interaction is an opportunity to make a difference at the Akron-Canton Regional Foodbank. This position requires a dynamic, hands-on leader to oversee the volunteer program, ensuring every person feels welcomed, valued and inspired. This role will lead a team with enthusiasm and accountability, coordinate meaningful experiences, and uphold the highest standards of service across all Foodbank locations and events.

Hours M-F, 8a-4p. Salary range: $58k-62k based on experience.

• Oversee all volunteer and guest activities in all Foodbank locations to ensure each person has a gold-star experience. This includes any offsite venues where volunteers may be needed, e.g. special events.
• Welcome visitors with friendliness and positivity and work collaboratively with other Foodbank staff to ensure all guests (neighbors, volunteers, vendors, network partners, outside groups, etc.) are met with an exceptional first impression and experience. This also includes resolving conflicts should they arise.
• Create and lead an organization-wide strategy for overall volunteerism at the Foodbank. This includes creating volunteer-related strategic outcomes and metrics to be used for all volunteer activities.
• Assist in volunteer scheduling and recruiting to fill volunteer positions for individuals and groups while ensuring all critical roles are filled.
• Create training materials and job descriptions for volunteer roles and assist with training volunteers. Be ready and willing to jump into any volunteer role to fill in as needed. This may include powered equipment training, such as utilizing pallet jacks.
• Coordinate volunteer projects between volunteer center staff, pantry staff, operations, and any other Foodbank department requesting volunteer support.
• Oversee the coordination of scheduling and hosting of outside groups that wish to use Foodbank meeting spaces and collaborate with staff to ensure the guest experience meets the highest standards. This may include helping to coordinate the volunteer experience, tours, room setup, A/V equipment, supplies, etc. It may include scheduling and coordinating a Foodbank staff member to welcome the group or give a brief presentation.
• Routinely evaluate current processes and procedures (SOPs) and recognize opportunities for improvement. Gather feedback from current volunteers to gain insight on opportunities.
• Coordinate all external communications with volunteers and guests in partnership with the marketing department.
• Coordinate all internal communications related to volunteers and outside groups including portfolio holders, safety and security considerations, facility and/or parking requirements, etc. This could also include coordinating with leadership for VIP guests or board members.
• Foster relationships to discover connection to our mission among volunteers to further their engagement potential. This includes stewarding volunteers who express the desire to engage further in their philanthropy. Collaborate with gift officers accordingly. Lead process for selecting annual volunteers of the year.
• Supervise reception staff to ensure all guests and volunteers experience excellent customer service. This includes coordinating coverage during breaks as well as training other staff or volunteers to cover reception when needed.
• Provide support for Foodbank events both onsite and offsite as well as during business hours and outside of business hours.
• Act as an upstanding Foodbank representative in the community and work collaboratively with other Foodbank employees.
• Independently manage special projects as assigned and perform other duties as required.

• 3-5+ years relevant experience
• Skilled in cultivating a positive, collaborative team environment by supporting diverse work styles and guiding staff toward shared goals.
• Demonstrates a balanced leadership approach that combines empathy, clear communication and consistent accountability to maintain high standards of service and performance.
• Experience in project management, judgment, and decision-making skills, proficient in managing multiple projects and attention to detail in a fast-paced work environment.
• Ability to anticipate project needs, discern work priorities with little supervision, and be willing to work occasional evenings and weekends.
• Possess interpersonal skills that lead to strong and authentic relationships both internally across Foodbank departments and externally throughout the community.
• Provide outstanding customer service and act as an enthusiastic professional representing the Foodbank.
• Demonstrate clear and concise verbal and written communication competencies including confidence in delivering…