Member Experience Manager

What do benefits, membership to a state-of-the-art fitness center, up to 20 paid holidays, PTO and working at the JCC have in common? Read below to find out!

Pay Range: $67,000 - $72,000 annually

The Place: The Oshman Family Jewish Community Center (OFJCC) is an exciting and innovative non-profit organization in the heart of Silicon Valley. We create fun, meaningful, inclusive and joyful experiences through educational, social, cultural, spiritual, fitness and wellness programs. Join us! Year-round positions available!

The Job: The Fitness & Wellness Center is the beating heart of the Oshman Family JCC’s active, multigenerational community center. Your role as the Member Experience Manager is to oversee the Member Experience team at the Customer Service Desk and create and implement the OFJCC’s strategy for creating a warm, helpful, positive and inviting environment for our members. You will develop and provide ongoing staff training on becoming “customer champions” who create personal connections with members, provide knowledgeable information about our wellness offerings, help members get the most value and best experience from their membership, and leave a lasting impression. As the Member Experience Manager will also analyze member and staff feedback to identify additional opportunities to deliver an excellent experience every time members are on site. Overall, you will bring passion and skill to interacting with members, mentoring staff, solving problems, implementing best practices in customer service, and embracing the OFJCC’s “All Star Mission.”

The Perks:

• Medical, dental, vision insurance
• Paid holidays and paid time off
• 403(b) retirement
• Free membership at our award-winning fitness center
• Unlimited access to our new R&R room - with a focus on Recovery
• Reimbursement for continuing education certification and conference fees
• Employee discount program
• OFJCC swag
• Fun, motivating workplace
• Free Coffee!!
  
  

Benefits exceptions apply, based on # hours worked per week

The Core Duties:

• Interview, hire, train, develop, and supervise approximately 10+ staff on the Member Experience team: manage staff schedules and PTO within budget; manage payroll for 10+ staff and review timecards for accuracy; oversee the teams’ timelines for monthly, quarterly and annual projects; identify exceptional staff for development; and attend biweekly management meetings and weekly campus event meetings. Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction
• Provide continuous training and development to ensure staff are knowledgeable in the latest campus policies and offerings, and have the confidence to properly implement these procedures with members and staff
• Model and train teams on how to deliver excellent member service and experience. Instill in the team an ethos and detailed understanding of strategies for cultivating and maintaining strong relationships with members, resolving member concerns, and creating meaningful and memorable experiences that will create delight and increase member retention.
• Oversee the Member Experience team’s work at the Customer Service Desk (including member access, POS purchases, answering questions about wellness offerings, addressing and resolving member concerns, and determining when a situation should be brought to management’s attention). Partner with other departments to ensure that the team has timely information on programs and events, and knows the procedures for handling requests for help and routing inquiries
• Actively solicit member and employee feedback, resolve disputes, and assess when elevation to the senior wellness team is required. Constantly measure and monitor the pulse of the member experience and identify opportunities for improvement and enhancements
  
  

The Essentials:

• Several years of progressive customer service experience (5+ years desired). Hospitality experience a plus.
• Substantial experience supervising and training staff (3+ years desired)
• Exceptional customer service skills and a dedication to exceeding members’ expectations, creating positive experiences and driving innovative member service strategies
• Prior project management and data analysis experience strongly desired
• Solid track record of leading teams through change
• Proficiency in Microsoft Office, especially Word & Excel
• Working knowledge of customer service software, databases and tools
• Excellent communication and interpersonal skills. Ability to communicate information clearly in English, written & orally
• Superb organization and attention to detail orientation
• Proven ability to prioritize a large workload and work within time constraints
• A passion for fitness and health
• Strong listener with the ability to empathize and problem solve
• Demonstrated ability to maintain diplomacy in all interactions while using appropriate behavior and language
• Ability to work nights, weekends and holidays when needed
• Positive, upbeat and enthusiastic about working in a non-profit environment
  
  

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