Operations Manager

Responsibilities:

Operations& Member Experience

• Oversee dailyWelcome Desk operations, including member check-in, phone coverage, guest services, and inquiries, ensuring a welcoming and positive experience for members and visitors.

• Hire, train, supervise, and schedule Welcome Desk staff while fostering a culture of excellent customer service and professionalism.

• Serve as a key communication link between departments, members, and guests, ensuringaccurate andtimely information about programs, schedules, events, and facility updates.

• Manage front office communications, including calls, emails, and in-person interactions, whileassisting with membership services and account support as needed.

• Monitor daily operations, proactively address issues, and collaborate across departments to ensure smooth program delivery and efficient organizational operations.

CRM & Systems Leadership

• Serve as theprimary CRM superuser (Amilia or equivalent)

• Troubleshoot system issues

• Ensureaccurate data entry for memberships, programs, and registrations

• Train staff on CRM usage, updates, and best practices

• Generate reports andidentify opportunities to improve workflows, reporting, and system efficiency

Facility Scheduling & Rentals

• Coordinateand supportfront facingandback-of-houseaspects of facility rentals, contracts, and eventlogistics

• Assist withmaintaining building schedules in collaboration with Facilities and program staff

• Ensureaccurate entry of rental and program details into systems

• Support invoicing and tracking of rental activity

Program & Registration Support

• Support program registration processes both in-person and online

• SupportJCC efforts for hosting the 2027 JCC Maccabi games in Philadelphia

• Collaborate with program managers to ensureaccurate program setup in CRM systems

• Maintain knowledge of key JCC programs and offerings

• Assist members with website, account access, and registration navigation

Qualifications:

• 2+ years of experience in customer service, hospitality, or front office operations

• Prior supervisory or leadership experience preferred

• Strong technology skills with the ability to quickly learn and master systems (CRMexperience preferred)

• Demonstrates ability totake initiative, work independently, and improve processes

• Strongproblem-solving mindset with sound judgment and attention to detail

• Ability to remain calm, professional, and effective inhigh-pressure or stressful situations

• Bachelor's degree or equivalent experience preferred

Benefits and Compensation:

• Suite of benefits including medical, dental, vision, retirement, etc.

• Free membership to the Kaiserman JCC, including summer swim

• Generous discounts on Kaiserman JCC programming, including preschool, camp, and other offerings