Program & Client Experience Manager

Program & Client Experience Manager

Fastbreak Sports Family of Brands | New York City

The Fastbreak Sports Family of Brands is seeking a high-level Program & Client Experience Manager to help lead operations, customer experience, enrollment growth, and day-to-day execution across our growing network of youth sports and enrichment programs throughout New York City.

This is not a traditional sports management role.

We are looking for a polished, proactive, relationship-driven leader who thrives in fast-paced environments, communicates with professionalism and confidence, and understands how to deliver a premium experience for families, athletes, and community partners.

The ideal candidate combines operational excellence, hospitality-level customer service, emotional intelligence, and strong leadership skills with the ability to solve problems quickly and support multiple departments simultaneously.

Candidates with backgrounds in hospitality, premium fitness, private education, youth enrichment, operations, or customer experience environments are strongly encouraged to apply.

This role supports programming and experiences across the Fastbreak Sports Family of Brands, including Classes, Camps, Clinics, Leagues, Events, and Community Programming for:

• Fastbreak Sports
• Basketball Stars of New York
• Hustle Girls Athletics
• Downtown Wolves Basketball
• Metro United Basketball

About Us

The Fastbreak Sports Family of Brands is one of NYC’s leading youth sports and enrichment organizations, serving families through basketball, multi-sport, camps, clinics, leagues, events, early childhood programming, and community-based experiences.

Across our brands, we pride ourselves on creating organized, high-energy, hospitality-driven experiences for children and families throughout New York City.

We are looking for proactive, team-oriented, solutions-driven professionals who are excited to help build exceptional experiences for NYC families and contribute to a growing organization with a strong community impact.

What You’ll Do

Program Operations & Leadership

• Help oversee daily operations across programs, events, camps, clinics, and seasonal offerings
• Coordinate staffing, scheduling, logistics, gym space, equipment, and program execution
• Support operational structure, organization, and accountability across departments
• Assist with registrations, launches, evaluations, staffing coordination, and special projects

Customer Experience & Family Relations

• Deliver a high-touch, hospitality-first experience for families and participants
• Build strong relationships with parents, athletes, schools, and community partners
• Handle customer concerns with professionalism, calmness, and solution-oriented communication
• Maintain excellence across phone, email, text, and in-person interactions
• Help strengthen retention, loyalty, and long-term community engagement

Enrollment, Sales & Growth

• Support enrollment growth and retention efforts across programs
• Conduct outreach through phone, email, events, referrals, and community engagement
• Identify opportunities for renewals, upselling, and cross-program participation
• Assist with promotions, follow-up systems, and customer engagement initiatives

Community & Brand Representation

• Represent the Fastbreak Sports Family of Brands professionally throughout the NYC community
• Support school partnerships, outreach events, and local activations
• Help strengthen brand awareness and community relationships across multiple programs

Who Thrives In This Role - This role is ideal for someone who:

• Remains calm and professional under pressure
• Communicates with confidence and emotional intelligence
• Enjoys building relationships and solving problems
• Thrives in fast-paced, high-expectation environments
• Takes ownership and operates with urgency
• Balances warmth, professionalism, and accountability
• Enjoys both leadership and hands-on execution

Qualifications

• Strong background in operations, hospitality, customer experience, education, fitness, youth programming, or related fields
• Excellent communication and relationship-building skills
• Highly organized with strong multitasking abilities
• Comfortable managing multiple priorities simultaneously
• Leadership experience in fast-paced environments preferred
• Experience working with high-expectation clientele is a plus
• Prior experience in youth programs, camps, sports, hospitality, fitness, education, or premium service industries preferred

Schedule Expectations - This role includes a combination of:

• Weekdays
• Evenings
• Weekends
• Seasonal peak periods
• Events and program support

Flexibility and responsiveness are important to success in this position.

Compensation & Benefits

• $60,000–$90,000 annual salary based on experience
• Health, Dental & Vision Insurance
• 401(k) with 3% Company Contribution
• Paid Vacation & Sick Days
• Commuter Benefits Program
• Leadership growth opportunities within a rapidly growing organization
• Dynamic, team-oriented environment with strong community impact
• Opportunity to play a meaningful role in shaping programs, operations, and customer experience across multiple brands

Why This Role Is Different - This role sits at the intersection of:

• Operations
• Hospitality
• Leadership
• Relationship Management
• Youth Development
• Customer Experience

You will help shape the experience families have across the Fastbreak Sports Family of Brands every single day. We are looking for someone who cares deeply about professionalism, communication, organization, hospitality, and creating exceptional experiences for children and families throughout New York City.

Application Requirements

To be considered for this position, applicants must submit:

• A current resume
• A personalized cover letter explaining why your background and experience make you a strong fit for this role and the Fastbreak Sports Family of Brands
• A minimum of 3 professional references, including both phone number and email contact information
• Applications without all required materials may not be considered.