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Director, Runner Services
$45k-67k (estimate)
Full Time
Just Posted
New York Road Runners is Hiring a Director, Runner Services Near New York, NY
About NYRR
New York Road Runners (NYRR) was founded in 1958 when a small group of passionate runners vowed to bring running to the people, and has grown from a local running club into the world’s premier community running organization.NYRR’s mission is to help and inspire through running, aiming to empower people of all ages and abilities to improve their health and well-being through the power of running and fitness.
NYRR’s year-round offerings of races, community events, programs, and training resources provide hundreds of thousands of people with the motivation, know-how, and opportunities to start running and keep running for life. NYRR’s premier event, the famed TCS New York City Marathon, attracts the world’s top professional runners and committed amateurs alike, while also raising millions of dollars annually for charity and driving economic impact for New York City.NYRR is equally committed to the runners of tomorrow, passionately providing youth fitness programs that educate and inspire children in underserved communities in New York City, nationwide, and around the world.
Headquartered in New York City, NYRR is a 501(c)(3) organization.To learn more, please visit www.nyrr.org.
At New York Road Runners, we are committed to building an inclusive, diverse workplace by finding the best candidate for the job. We understand that skills come from a variety of different backgrounds. Checking off every single requirement on our job description is not necessary to apply. If you think you are a good fit and have a passion for the work we do, please submit your application. We are eager to learn about your experience and skills! You may be the right candidate for this or other open positions.
New York Road Runners is an Equal Opportunity Employer
About the Department
Strategic Partnerships is responsible for developing revenue-generation partnerships from corporate and community-based organizations and managing those relationships. Partnerships vary from year-round engagement to specific races and events. They work closely with all NYRR’s departments to develop programs that maximize revenue opportunities and ensure NYRR’s partners’ objectives are met. Licensing & Merchandising provides merchandising services to every area of the company. Internal merchandising services include managing the development of all weekly race premiums, premiums for programs, development and distribution of staff clothing and any all-product needs for the organization.
Runner Products supports the training, racing, and community experience of our runners – through classes, seminars, and customized training programs. The team also provides experiences to enhance the runner’s engagement with the running community and their experience at NYRR events, including race photography and ticketed events. The Runner Services team is the information source for our runners, serving as a conduit of information and an advocate for NYRR’s runner-first philosophy. NYRR’s Charity Programs include more than 550 Official Charity Partners whose runners raise over $60 million annually. NYRR’s ITO Program operates in 100 countries, and across 6 continents, and brings more than 15,000 international runners across the finish line at the TCS NYC Marathon.
About the Position
New York Road Runners is seeing an analytical, adaptable, and driven Director, Runner Services to lead a team that provides world class customer service to the New York Road Runners community of runners.This role will direct a team of Full-Time/Part-Time customer services Associates and Leads; oversee the day-to-day relationship between NYRR and an outsource customer support agency; and advocate for the runner experience on a variety of cross functional, organizational projects.The leadership responsibilities and tasks include (but not limited to) team development, recruiting, scheduling, payroll processing, in-depth internal status reporting, updating departmental policies/procedures, and resolving escalated runner issues.
Job Responsibilities:
- Direct a team of Full-Time Leads, Full-Time Associates, and Part-Time Associates; create development opportunities through inspirational leadership, succession planning, and enhanced training/ongoing education; optimize team efficiency with strong performance benchmarks and key performance indicators.
- Collaborate with outsource customer service agency and oversee day-to day activities of outsourced Full-Time Lead and Full-Time Associates who support the NYRR Runner Services team.
- Optimize customer service CRM (Salesforce, Sprout, Aircall, etc) and work closely with stakeholders to enhance functionality and effectiveness.
- Build accurate reporting structures on key performance indicators and benchmarks; regularly offer status reports to the Runner Services team and stakeholders reflecting customer service metrics, successes, weaknesses, opportunities, and threats.
- Resolves escalates customer service issues with a positive mindset and urgency while adhering to NYRR policies and procedures; collaborate with stakeholders as needed and will frequency respond to external runner inquires.
- Lead departmental team meetings, trainings, and orientations on a variety of topics; participate in a variety of meetings, committees, taskforces, and other related groups to communicate information and facilitate continuous improvement of programs and services.
- Lead the customer service function at Marquee events, weekly races, and other activations to assist with all runner related issues and inquiries.
- Process payroll for team on a bi-weekly schedule; able to manage annual labor budget.
- Publish Runner Services shift schedule 3-4 weeks in advance.
- Strong financial discipline; able to build annual departmental budgets and demonstrate fiscal responsibility throughout the year.
- Demonstrate passion and commitment to the NYRR brand and core values: excellence, teamwork, passion, innovation, service, and integrity.
- Represent NYRR to the running community in an inspirational and empathetic fashion.
- Advocate for the runner perspective internally; represent the runner by providing regular, two-way communication between NYRR and the runner.
- Additional tasks and responsibilities as needed.
Supervisory Duties and Responsibilities
- Effectively lead employee performance by adhering to NYRR expectations and standards
- Able to create an environment of transparency, support, development, and growth.
- Must be able to analyze and understand data; build reporting structures and status reports; make decisions based on outcomes that are in the best interest of the organization.
- Provide effective feedback and coaching to team including specific areas of improvement.
- Prepare and execute Annual Performance Appraisals; develop goals for the Runner Services department; collaborate on mutual goals for individual employees; partner with next level management when employee performance does not meet expectations.
- Delegate and distribute tasks and responsibilities appropriately.
- Ensure employees & staff adhere to company policies & procedures; course correct when expectations aren’t met.
- Accurately track employee attendance and submit accurate timesheets for payroll processing.
- Collaborate with Human Resources as support.
- Promote team culture that aligns with NYRR mission and core values.
Job Requirements:
Experience:
- 5 years of leadership experience in customer service and leading teams of Full-Time and Part-Time employees; experience leading remote teams a plus
- Must have experience working with CRM systems, Salesforce experience a plus.
- Experience working with ‘call center’ teams and outsourced support teams is a major plus.
Education & Certification:
- Bachelor’s Degree preferred, but not required.
Skills and Attributes:
- Passion for NYRR and the brand’s mission
- Success at leading a wide array of tasks with shifting priorities; strong organizational agility and ability to thrive in high velocity work environment; must have strong sense of urgency.
- Must be self-motivated, results oriented; able to manage multiple priorities and deadlines.
- Excellent troubleshooting skills; able to analyze and develop information and content to present internally and to customers; report initial issues to internal teams and the development/reporting of the response to the runner
- Demonstrated knowledge and working experience within digital, mobile, and social spaces.
- Candidate should be organized team player with a personable manner, excellent customer service and problem-solving skills, and should have the ability to work with a diverse group of staff and participants.
- Sets the standard for excellence in customer service through leading by example and holding the team accountable.
- Excellent communication and listening skills a must.
- Proficient in Microsoft Office Suite (Word, Excel, Power Point, Outlook) and Microsoft Teams.
- Excellent written and verbal communication skills; strong attention to detail
Other Requirements:
- Able to work a flexible schedule including weekends and extended hours as needed; willingness to occasionally adjust hours to accommodate needs of the position.
- Able to work at weekly races which includes early morning and weekend shifts.
- Previous experience in sports or fitness industry a plus
- Multi-lingual skills a plus
Physical Requirements
- Must be able to lift up to 25 lbs.
Salary: $85,000/year
NYRR requires all employees to be vaccinated against COVID-19 unless approved for a medical or religious exemption.
Job Summary
JOB TYPE
Full Time
SALARY
$45k-67k (estimate)
POST DATE
04/27/2024
EXPIRATION DATE
06/26/2024
WEBSITE
nyrrc.org
HEADQUARTERS
New York, AL
SIZE
50 - 100
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