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About the Role

The Customer Experience Manager leads the Customer Experience team and oversees frontline customer experience operations at their assigned Asphalt Green campus. This role ensures consistent execution of department policies and service standards, addresses customer escalations, and partners with campus leadership to resolve issues affecting the member and participant experience. The Manager is accountable for ensuring the CX team is trained, informed, appropriately staffed, and consistently delivering the Green Standard, requiring a strong onsite presence and active frontline leadership.

Responsibilities

Directly supervise Customer Experience Associates, including onboarding, training, coaching, and performance management.
Establish clear performance expectations and provide timely feedback.
Conduct regular one-on-one conversations, team meetings, and performance reviews.
Address attendance, punctuality, conduct, and performance concerns promptly.
Partner with HR on corrective action and employee-relations matters.
Recognize strong performance and reinforce behaviors demonstrating the Green Standard.
Maintain documentation of employee performance and management matters.
Develop and maintain campus CX schedules based on operational needs.
Monitor attendance and coverage needs, taking action to maintain adequate frontline coverage.
Review and approve employee scheduling requests.
Identify staffing gaps and communicate hiring needs.
Partner with leadership for cross-campus coverage when necessary.
Ensure employee timekeeping and meal-break requirements are followed.
Maintain regular onsite visibility at CX desks and customer-facing areas.
Ensure CX desks are appropriately staffed, organized, and supplied.
Ensure staff accurately follow check-in, registration, access-control, and other CX procedures.
Monitor frontline operations and address service or operational issues.
Ensure CX employees have current information regarding facility schedules, programs, and policies.
Prepare CX operations for seasonal transitions, major programs, and events.
Escalate facility, safety, security, or operational concerns to the appropriate department.
Serve as the primary campus-level escalation point for customer concerns.
Investigate customer concerns and determine or recommend resolutions.
Resolve concerns within established authority and escalate significant matters.
Maintain documentation of significant customer concerns and resolutions.
Identify recurring customer complaints and work to address underlying causes.
Coach CX Associates on service recovery and empower them to resolve frontline concerns.
Ensure customer interactions reflect the Green Standard and Asphalt Green's service expectations.
Ensure all CX Associates complete required onboarding and department training.
Facilitate and reinforce Green Standard training with campus CX employees.
Identify individual and team training needs.
Partner on department-wide training initiatives.
Reinforce training through regular coaching and observations.
Serve as the primary CX partner for department leaders at the assigned campus.
Maintain regular communication with campus partners regarding customer or frontline operations.
Participate in campus and cross-functional meetings.
Coordinate with department leaders to resolve customer concerns involving multiple areas.
Communicate operational changes to CX employees.
Elevate recurring cross-departmental challenges to leadership when needed.
Review customer feedback, complaints, and operational observations.
Identify recurring themes and communicate significant trends.
Participate in action planning in response to customer feedback.
Maintain required CX records and provide requested information.
Support department-wide customer feedback and NPS initiatives.

Requirements

3-5 years of customer service, hospitality, recreation, fitness, or related experience.
Direct employee supervision or comparable people-management responsibility.
Demonstrated experience managing frontline operations, employee performance, scheduling, and customer escalations.
Strong leadership skills with the ability to establish expectations, coach employees, address performance concerns, and hold staff accountable.
Excellent written and verbal communication skills.
Strong judgment and demonstrated ability to make decisions in a fast-paced customer-facing environment.
Ability to manage competing priorities and respond effectively to changing operational needs.
Demonstrated ability to collaborate effectively across departments and organizational levels.
Proficiency with Microsoft Office.
Ability to learn CRM, scheduling, registration, access-control, and other operational technology.
Ability to work onsite and maintain a schedule that supports operational needs, including occasional evenings and weekends.

Skills

Customer service
Hospitality
Recreation
Fitness
People management
Frontline operations management
Employee performance management
Scheduling
Customer escalations
Leadership
Coaching
Performance accountability
Written communication
Verbal communication
Judgment
Decision-making
Priority management
Collaboration
Microsoft Office proficiency
CRM
Scheduling technology
Registration technology
Access-control technology
Operational technology

Location

Battery Park City - New York, NY

Work Type

Full Time
Onsite

Experience Level

3-5 years of experience
Direct employee supervision or comparable people-management responsibility

Education Level

Bachelor's degree in Hospitality, Business Administration, Recreation, Communications, or related field (Preferred)

Salary/Compensations

$55000.00/year

About the Company

Asphalt Green is a nonprofit organization that transforms lives and builds community through sports, fitness, and play for all.
Each year, Asphalt Green serves thousands of New Yorkers through sports, aquatics, fitness, camps, and community programs that promote health, personal growth, and lifelong participation in physical activity.
Across three campuses and numerous community partnerships, Asphalt Green is committed to providing high-quality programs that are inclusive, accessible, and rooted in excellence.
Asphalt Green believes that access to movement, sport, and wellness can change lives.
Our work helps young people develop confidence, resilience, leadership skills, and healthy habits that extend far beyond the playing field.