Operations Support Coach

2 weeks ago

Cary, United States KidStrong Raleigh Full time
Job DescriptionJob Description

Job Duties & Responsibilities

KidStrong Support Coach are the support system of the Program Director when it comes to the center. Its the responsibility of the Support Coach to work with the Program Director on fostering a culture of learning and development for both their Coaches and the Families that attend the center and delivering key business results such as sales performance and lowering member attrition. The Support Coach is a talented, welcoming, and engaging leader who is focused on delivering an exceptional experience for the kids, families, and team members.

RESPONSIBILITIES:

CENTER OPERATIONS
  • Understand the centers key KPIs and financials in order to make informed and responsible business decisions.
  • Build and maintain relationships with KidStrong families to align with our core values and provide exceptional customer service.
  • Oversee center level initiatives i.e. center maintenance, training, brand consistency etc.
  • Daily, Weekly, and Monthly cleaning and maintenance of the center
  • Typical schedule includes 4 weekday and 1 weekend shifts with specific hours dependent on the needs of the center and supporting / covering the Program Director on their 2 consecutive days off. Those 2 days you will oversee the operation.
  • Weekday schedule will be 10:45am to 7:45pm with a 1 hour mandatory lunch break.
  • Weekend schedule will be 8:45am to 5:45pm with a 1 hour mandatory lunch break.
  • When working Camps, PNO, Birthday Parties, and off site events work schedule will be adjust accordingly.
  • Communicate any Coach schedule changes using appropriate scheduling and communication platforms with guidance of our Head Coach.
  • Schedule and sell KidStrong events such as Camps. PNO and Parties, to maximize center profitability.

SALES
  • Maintain flawless lead management by conducting call drives to new and existing leads in the Centers CRM tool.
  • Finalize sales and bookings that are generated through online self-sign up flow.
  • Source and attend local events to increase brand awareness, drive incremental leads and memberships.
  • Dedicated 2 hour daily sales outbound calls / texts / trial follow ups.
  • Center must achieve a net positive in membership monthly. Goal is a net positive of 25 members every month.

LEADERSHIP
  • Foster a coaching culture - see something, say something.
  • Continuously assess and document Coaches based on theKidStrong Coach DNA profile and class quality. Not to discuss directly with the coach but bringing awareness to our Head Coach.
  • Partner with the Program Director on onboarding, managing, training and evaluating coaching candidates.
  • Manage and support ongoing professional development of staff through LearnUpon.
  • Communicate professionally with co-workers in Slack and Email, including periodic checks of messages when not in centers.

COACHING
  • Coach students by delivering an evolving curriculum that focuses on Brain, Physical, and Character development for ages ranging from 15 months - 11 years-old approximately as required by business demands.
  • Understand the why behind the KidStrong curriculum and be able to clearly and concisely communicate it.
  • Demonstrate and manage the implementation of various programming and curriculum elements.
  • Use the KS Coaches App to record data and provide data (attendance, awards, etc.).
  • Must be able to work in a physically intensive environment - coaches may cover multiple miles in a shift moving through class, lift and repeatedly move equipment up to 75 pounds in weight.
  • Must be comfortable physically working with kids to ensure proper technique and ensure student safety.
  • Approximately 3 dedicated scheduled coaching days or per business needs.

SKILLS/QUALIFICATIONS
  • Coaching background and a passion for working with children is non-negotiable
  • Comfortable speaking to parents/guardians regarding variety of topics
  • Achieve Coach Certification through the HQ Training and Certification team.
  • Complete training through LearnUpon as required by the HQ Training and Certification team.
  • Prior experience as a pediatric OT/PT is a plus, but not required
  • Previous experience in management is preferred but not required
  • Practical work experience with Google and Microsoft platforms.
  • Previous experience with systems and platforms such as ZenPlanner, LearnUpon, Sales Message, HubSpot, and Ooma is preferred but not required
  • Intermediate knowledge of physiology, exercise technique, and body mechanics
  • CPR certified

Sphere of Interaction
This position will NOT have any direct reports. When the Program Director is off, the Support Coach will be responsible for center operations. The Support Coach will be a leader and mentor so communication and interpersonal skills are important. The Support Coach will work closely with center team members and families. This position will also interact with Raleigh Territory leadership and KidStrong, Inc. HQ team members.

DNA/COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:

High Standards
  • Establishes and holds high standards
Natural Leader
  • Creates culture
  • Takes initiative
Leads by Example
  • Sets tone through actions
Passionate
  • Stays focused on the KidStrong Goals.
  • Goal oriented and high performing.
Command Presence
  • Upholds KidStrong Values; creates vision for others.
Teacher
  • Communicate and ensure transfer of knowledge.
Professional
  • Approaches others in a tactful manner
  • Reacts well under pressure
  • Treats others with respect and consideration
  • Accepts responsibility for own actions
  • Follows through on commitments.
Performer
  • Engaging, Fun, Likable
  • High Energy, Clear & Easy to Understand
Mentor
  • Develops and nurtures relationships
  • Focuses on developing self and others
Planning/Organizing
  • Prioritizes and plans work activities; Develops realistic action plans.
  • Sets goals and objectives
  • Uses time efficiently
  • Plans for additional resources
  • Organizes or schedules other people and their tasks
Oral Communication
  • Speaks clearly and persuasively in positive or negative situations
  • Responds well to questions; Listens and gets clarification
  • Demonstrates group presentation skills; Participates in meetings.
Written Communication
  • Writes clearly and informatively;Edits work for spelling and grammar
  • Varies writing style to meet needs
  • Presents numerical data effectively; Able to read and interpret written information.
Teamwork
  • Balances team and individual responsibilities
  • Exhibits objectivity and openness to others' views
  • Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
  • Puts success of team above own interests; Able to build morale and group commitments to goals and objectives
Coachable/Low Ego Mindset
  • Gives and welcomes feedback.
  • Encourages exploring of different perspectives to reach common goals and objectives
  • Has a growth mindset; Sees every opportunity as one to learn from.

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