Program Director

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Program Director

William Chase Arena - Natick, MA; Jim Roche Community Arena - West Roxbury, MA

FMC’s goal with programming is to expose as many people as possible in our service areas to the joy and benefits of ice sports and to retain their interest by offering affordable and fun programming. Programming includes introductory classes through advanced for all ability levels and ages.

This Program Director position will work at the William L. Chase Arena and Jim Roche Community Arena and closely with the Vice President of Programming & Services, programming department leadership, headquarters staff, and facility staff. He or she will lead, manage and supervise the day-to-day operation and staffing of programming at this location. Their focus will be the growth and overall quality of facility programming and success will rely on their ability to create and promote a team environment to reach company and department objectives.

Work schedule will include nights, weekends and holidays as necessary to meet the needs of our organization and to complete job responsibilities. Nature of the work can be deadline-driven and require a flexible schedule at certain times of the year. This position requires a positive and results oriented personality who enjoys a fast paced work environment, significant interaction with others (internal and external) and varied tasks that change seasonally is essential for this position.

Essential Duties And Responsibilities

Program Management

• Oversee the day to day functioning of programming within the facilities to FMC standards and expectations and within FMC guidelines.
• Expand existing programs by increasing participation through awareness campaigns and retention of existing participants.
• Work with the Vice President of Programming & Services and other department leaders to develop programs and identify areas of opportunity.
• Build a qualified, reliable, and trained team to staff programming hours and cultivate a staff culture that builds and supports facility programming to FMC standards / specifications, particularly ensuring FMC branding is well respected.
• Develop a positive, consistent, and customer-oriented focus to the organization and execution of programs; enforce standards / systems to support customer needs and expectations and nurture a long-term approach to customer care within the facility.
• Balance fiscal responsibility and resourcefulness with making quality visible; Balance creating a conducive and efficient structure with fun and kindness.
• Foster opportunities to implement full circle programming, additional sales opportunities and assist in the development and direction of specialized programs / events incorporating performance and competitive opportunities.
• Maintain a comfortable, ISI focused atmosphere in the arena by implementing ISI testing and recognition systems while exploring ways to provide a USFS option to area skaters.
  
  

Customer Service

• Deliver both onsite and offsite customer service to programming customers.
• Communicate effectively, be a positive role model and ambassador of FMC Ice Sports and maintain a pleasant and composed attitude and demeanor onsite and online.
• Develop and maintain strong relationships with customers and facility user groups; maintain public relations and patron satisfaction.
• Apply policies and rules to ensure the safety of all guests; intervene in situations related to public safety as necessary.
  
  

Staff Management

In regard to staff assigned to programming hours and customer service duties:

• Direct and supervise staff including recruiting, hiring, and terminating personnel in accordance with established organizational policy, work assignments and scheduling, continual performance coaching, review and evaluation, as well as staff development and training.
• Create and manage the programming schedule to cover programming hours utilizing staff productively while maintaining prescribed budgets, parameters, and ratios.
• Provide clear and consistent verbal as well as written communication reinforcing programming’s purpose and mission within the facility.
• Direct, train and supervise staff on the proper implementation of the established programming guidelines, policies, and procedures, conducting regular staff meetings to introduce and reinforce their objectives.
• Create and maintain a positive and inclusive employee culture that is committed to teamwork and focused on results.
  
  

Additional Responsibilities

• Adhere to and uphold all FMC rules and policies, including but not limited to, those specified in standard employee training as well as position and department specific guides, manuals, etc.
• Assume other duties as assigned by Vice President of Programming & Services.
  
  

Skills/Knowledge Required

• A strong leader who believes in, nurtures and practices teamwork and is able to coach and motivate staff.
• Strong organizational skills and ability to prioritize and manage time and numerous ongoing projects and assignments effectively, efficiently and with consistently high standards of quality.
• Ability to communicate effectively both verbally and in writing.
• Ability to provide exceptional customer service and deliver a positive customer experience.
• Able to network and form strong and lasting relationships within the facility, community, and industry.
• Proficient in Microsoft Office, particularly Word and Excel.
• Creative self-starter able to analyze situations and develop “out of the box” ideas and solutions with minimal supervision.
• Dedication to achieve results with a focus on planning and execution; dedication to success and commitment to work a flexible schedule to get the job done.
  
  

Qualifications

• Minimum of 5 years overseeing a skating program with a full slate of learn to skate and figure skating programs and events for tots to adults, beginners to advanced, recreational to competitive, ISI and USFS.
• Experience with introductory and instructional hockey programs preferred.
• Knowledge of both ISI and USFS programs; applicable Instructor and Director ISI, USFS & PSA memberships, credentials, and certifications preferred.
  
  

Full-time position. Eligible for medical, dental, vision, HSA, 401K and earned time after eligibility period is met.

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The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job. All offers are contingent upon passing a thorough background check including a CORI, SORI and National Criminal History Background check. FMC Ice Sports is an Equal Opportunity Employer.