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Member Experience Manager

Oshman Family JCCPalo Alto, CA, United States

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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 Recovery studio
Employee discount program
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, PTO requests, review timecards and approve payroll for staff.

Oversee the teams’ timelines and completion for monthly, quarterly and annual projects and help identify new projects to complete

Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction.

Conduct regular check-in meetings with frontline staff and guarantee operations are at the highest level of customer service

Actively solicit member and employee feedback, resolve disputes and assess when elevation is the senior wellness team is required.

Knowledge of OFJCC emergency, security and safety protocols and ensure front desk staff are properly trained on emergency procedures

Assist with the implementation of new technology, act as first-level support for technological troubleshooting, and work with the IT department to resolve high-level issues

Participate in member events to build relationships and aid in retention efforts

Qualifications & Skills :

Several years of progressive customer service experience (5+ years desired)Hospitality experience is 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 is 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 health and wellness

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

Create a welcoming and helpful atmosphere for all community members and ensure the efficient and effective operation of the customer service desk.

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Member Experience Manager • Palo Alto, CA, United States