Insights and Operations Manager

Company Description:

KemperSports is a leading sports, entertainment and hospitality company that delivers operational excellence in property and experience management. Headquartered in Chicago with regional offices throughout the U.S., KemperSports manages more than 140 golf courses, private clubs, sports venues, and destination resorts nationwide. It has more golf properties named among the top 100 U.S. public and resort courses as rated by GOLF Magazine, Golf Digest and Golfweek than any other management company.

Position Summary:

KemperSports is seeking a proactive, detail-oriented, and highly motivated Insights & Operations professional to support enterprise-wide customer experience, loyalty, and operational initiatives.

This role sits at the intersection of Marketing and Operations and is responsible for turning customer feedback and operational data into actionable insights. The ideal candidate is a go-getter who thrives in a fast-paced environment, takes initiative without waiting for direction, and proactively delivers insights that drive measurable impact across our portfolio.

This position plays a critical role in elevating how KemperSports listens to and acts on customer feedback. The individual in this role will directly influence how we improve the golfer experience, strengthen loyalty, and support operational excellence across our growing portfolio.

Project management skills, strong technical fluency (Excel and reporting platforms), and a passion for golf are highly preferred.

Essential Duties and Responsibilities:

Customer Insights & Analytics Leadership

• Serve as KemperSports’ internal expert on Medallia (TrueReview & TrueInsight) reporting and configuration.
• Build, refine, and maintain dashboards and reports that surface high-impact customer feedback.
• Proactively deliver actionable insights to Marketing and Operations teams — not just reports, but recommendations and actionable direction.
• Conduct monthly analytics reporting and deeper property-level investigations.
• Lead ad hoc analysis projects to uncover trends, risks, and opportunities.
• Support annual research initiatives including:
• Golf Satisfaction Surveys
• Private Club Annual Surveys
• Client Survey
• GM Survey
• Assist in development, distribution, and analysis of enterprise-wide and property-level surveys (150 annually and growing).

Loyalty Program Management

• Support the strategic growth and daily operations of the Frequent Fairways loyalty program.
• Analyze performance metrics and recommend program enhancements.
• Assist in evaluation and integration of loyalty initiatives.
• Coordinate communications with participating properties and marketing partners.

Platform Management & Property Support

• Lead onboarding and training of General Managers and property teams on Medallia platforms.
• Configure backend updates and text analytics to improve usability and insight generation.
• Support dashboard relaunches and new reporting initiatives.
• Troubleshoot system issues and ensure strong adoption across ~50 properties, including New Properties and Private Club integrations.

Project Management & Cross-Functional Support

• Manage multiple concurrent initiatives across Marketing, Operations, and Strategic Partnerships.
• Provide structured project plans, timelines, and follow-through on key deliverables.
• Support assessments and communications for strategic partners.
• Assist in rollout and tracking of:
• TrueService initiatives
• Green to a Tee platform
• Toptracer implementations
• Food & Beverage support tools
• Lead annual rebate letter production for applicable sites.

Qualifications:

Core Competencies

• Self-starter with a positive, proactive mindset
• Strong project management and organizational skills
• Ability to translate data into insights and business recommendations
• Comfort working cross-functionally with Marketing and Operations leaders
• High attention to detail with strong follow-through

Technical Skills

• Advanced proficiency in Microsoft Excel (required)
• Experience building dashboards and reports (Medallia experience strongly preferred)
• Comfort working with survey platforms and text analytics tools
• Ability to synthesize both qualitative and quantitative data

Experience

• 2–5 years in analytics, insights, operations, marketing analytics, or related field
• Experience in hospitality, golf, multi-unit operations, or customer experience environments preferred
• Golf knowledge or playing experience strongly preferred

Classification:

Full-Time, Exempt, Year-Round

Salary Range:

$50,000 to $75,000

KemperSports Management is an Equal Opportunity Employer