Operations Manager

Job Description:

The Operations Manager, under the supervision of the Chief Operating Officer, is responsible for overseeing both front-facing customer interactions and daily operational functions at the Kaiserman JCC, ensuring a welcoming, efficient, and professional experience for members, guests, and staff. This role manages the Welcome Desk team, coordinates customer service operations, and supports the seamless integration of membership services, organizational scheduling, program registration, and facility operations.

As the JCC’s CRM superuser, the Operations Manager oversees system utilization, troubleshooting, user support, and data integrity. Serving as a primary point of contact for the community, this individual plays a vital role in enhancing the member experience while supporting organizational effectiveness.

The Operations Manager also serves as the organization's central operational coordinator, monitoring daily programs, events, and facility activities to anticipate challenges and ensure departments remain informed and aligned. By facilitating communication across teams and resolving issues in real time, this role helps ensure the smooth delivery of programs, services, and events throughout the organization.

Responsibilities: 

Operations & Member Experience

• Oversee daily Welcome 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, ensuring accurate and timely information about programs, schedules, events, and facility updates.
• Manage front office communications, including calls, emails, and in-person interactions, while assisting 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 the primary CRM superuser (Amilia or equivalent)
• Troubleshoot system issues
• Ensure accurate data entry for memberships, programs, and registrations
• Train staff on CRM usage, updates, and best practices
• Generate reports and identify opportunities to improve workflows, reporting, and system efficiency

Facility Scheduling & Rentals

• Coordinate and support front facing and back-of-house aspects of facility rentals, contracts, and event logistics
• Assist with maintaining building schedules in collaboration with Facilities and program staff
• Ensure accurate 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
• Support JCC efforts for hosting the 2027 JCC Maccabi games in Philadelphia
• Collaborate with program managers to ensure accurate 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 (CRM experience preferred)
• Demonstrates ability to take initiative, work independently, and improve processes
• Strong problem-solving mindset with sound judgment and attention to detail
• Ability to remain calm, professional, and effective in high-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
• Pay: $50,000.00 - $60,000.00 per year