Volunteer Manager-US

Job Type

Full Time




3641 Faculty Boulevard
Virginia Beach
United States



Operation Smile has provided hundreds of thousands of safe surgeries for those born with cleft lip, cleft palate or other facial deformities. With more than three decades of expertise, Operation Smile creates solutions that deliver free surgery to people where it’s needed most. As one of the largest medical volunteer-based nonprofits, Operation Smile has mobilized thousands of medical volunteers from a wide range of medical specialties from more than 80 countries. Operation Smile engages public-private partnerships to advance health care delivery, train local medical professionals to provide surgical care for patients in their communities, donate crucial medical equipment and supplies, and increase access to surgical care so that everyone living with cleft is treated. Visit www.operationsmile.org, find us on Facebook or follow us on Twitter.

All interested applicants should apply online at http://www.operationsmile.org/about-us/careers

General Description:

 The Volunteer Manager- U.S. is an integral part of the team of global Volunteer Managers responsible for managing Operation Smile’s volunteer program of 10,000 medical mission and community volunteers around the world. The Volunteer Manager-U.S. manages all of Operation Smile’s United States volunteer based activities including supporting the medical and non-medical volunteer credentialing process and the medical program participation process of United States volunteers. The manager will also help craft our strategy related to our Speaker’s Bureau and U.S. Care network activities and drive our U.S volunteer engagement to raise awareness of Operation Smile’s mission and vision in the United States. The Volunteer Manager-U.S. will be responsible for inquiries from current and potential volunteers in the United States, and work collaboratively with all departments within Global Headquarters in order to further develop the volunteer engagement and experience.

 Essential Functions:

  • Create and manage the U.S. volunteer program (outreach, screening, orientation, international mission placement, evaluation, recognition, and engagement) for Operation Smile’s 1,500 volunteers in the United States. This includes international medical programs, Headquarters’ community, Speakers Bureau, and U.S. Care Network volunteers.
  • Develop relationships and work across departments to mature and manage the volunteer experience. Establish and implement standard procedures and policies to provide the highest level of service to Operation Smile volunteers in the United States.
  • Liaise with all United States medical and non-medical volunteer and support them through the credentialing process and mission selection and participation including after mission follow up and evaluation.
  • Ensure that volunteers are fully informed and have access to required information related to their volunteer requirements/needs. Establish engagement strategy and maintain channels of communication with volunteers. This includes oversight of monthly newsletter and working with brand and marketing teams on marketing emails, donor conversion, online forums, through the volunteer database, and participate in events, galas and/or conferences around the United States.
  • Assist the International Programs team as needed in all travel related inquiries/booking, including the required VISA application for mission travel. Manage mission placement process to ensure fair and equitable distribution of USA volunteers. Support Program Coordinator volunteer recruitment needs to missions and special programs.
  • Track, monitor, and engage United States volunteers to ensure deep understanding of field activities and the volunteer experience, present finding to senior leadership for follow up.
  • Create training materials, set up, monitor and train all Speaker’s Bureau participants including ongoing training and support to ensure messaging is branded and supportive of increasing awareness and support for Operation Smile’s activates.
  • Track, monitor, and evaluate the Speaker’s Bureau activities. Create appropriate resources and policies that are aimed at recruiting, retaining, and recognizing general and Speaker’s Bureau volunteers. Furthermore, the Volunteer Manager ensure that all volunteers have the necessary resources to have a great volunteer experience and are on brand and consistent.
  • Assist and liaise with the Development team, specifically the Major Giving Officers and the USA volunteers for speaking events, community connections, and mission placement.
  • Assist in coordination of annual volunteer conference and award reception.
  • Assist with the Community Volunteer Program and U.S. Care Network of medical professionals at Global Headquarters.
  • Assist the Director, Volunteer Operations as requested with the global volunteer base management and engagement.
  • Travel domestically and internationally as needed.
  • Other duties, as necessary.


  Knowledge and Experience Required (education/work):

  • Bachelor’s Degree in a relevant field.
  • General knowledge of volunteerism, volunteer management, and training is desirable.
  • The ideal candidate will have at least 3 years experience working with volunteers, employees, or customer service in a professional environment preferred.
  • Experience managing both staff and volunteers, preferably in an international setting.
  • Proficient computer skills including; Word, Excel, Visio, PowerPoint, and Outlook
  • Prior volunteer database experience is preferred.


Characteristics/Skills Required:

  • Strong planning and organizational skills ‐ able to coordinate efforts of multiple individuals/departments while ensuring details are addressed.
  • Flexible, able to take direction, and prioritize activities.
  • Must be highly motivated, a self‐starter, and able to function independently in a multi‐task environment.
  • Strong customer service skills
  • Have a strong work ethic, goal oriented, able to meet deadlines and close‐in requests.
  • Able to work in a fast paced environment with a high level of accuracy and with the utmost confidentiality.
  • Second language, global health, or international volunteering, and any medical knowledge is desirable.
  • Exceptional oral, written, and interpersonal communication skills.
  • Must have multi-cultural understanding and sensitivity and be able to communicate effectively in an international environment.
  • Ability to use independent judgment to manage and impart confidential information.
  • Must have excellent organization and time management skills and be able to prioritize requests efficiently and effectively in a fast paced environment.
  • Critical thinking skills and creative problem solver with ability to multitask and balance competing priorities.
  • Must be able to work as part of a team as well as independently.

Professional Level


Minimum Education Required

4-year degree

How To Apply