Program Manager

1 month ago

Maryland City, Maryland, United States Soccer Shots COUS Full time
Job Description

Soccer Shots COUS is seeking a highly motivated and organized Program Manager to join our team. As a key member of our operations team, you will be responsible for implementing seasonal operation duties related to Soccer Shots Baltimore Washington.

Key Responsibilities:
  • Season Preparation:
    • Set up and maintain core operational systems, including Configio, Google Calendar, and Master Spreadsheet.
    • Coordinate routing with Coaching Managers and perform marketing tasks related to existing accounts.
    • Assist with running Free Fun Days as needed and prepare account summary sheets for program details.
    • Create and provide Certificates of Insurance to partners as needed.
    • Attend seasonal instructor meetings.
  • Season Management:
    • Execute core operational tasks during each season, including sending rosters to schools and updating Configio and Google Calendar.
    • Cancel and reschedule all Private and Public classes as needed.
    • Act as liaison with Weekend Team for programs updates, cancellations, feedback, etc.
    • Work with schools to ensure enrollment goals are met and coaches have appropriate credentials completed and paperwork provided.
    • Consolidate public programs per instruction from Director of Operations.
    • Manage seasonal interns.
  • Customer Service:
    • Respond to all inbound parent emails and customer support tickets within 24 hours.
    • Respond to all inbound school director emails within 24 hours for issues related to service questions, concerns, child attendance, etc.
    • Send outbound communication to parents and school directors for cancellation notifications, rescheduled classes, delays, substitute coaches, site changes, and other important updates as needed.
    • Manage phones to include answering calls, returning messages, texting links to classes, calling parents to discuss issues/respond to feedback, etc.
    • Keep school directors informed about rosters, coach substitutions, delayed arrivals, feedback from parents, etc.
    • Communicate with coaching team regarding feedback from parents and schools regarding coaching performance, preparedness, and other feedback.
    • Enhance NPS scores by responding to midseason and end of season survey responses to include Detractors with specific concerns, reach out to less loyal customers who have not provided comments about how we can improve, and thank Promoters for recommending our program, etc.
Requirements:
  • Prompt, reliable, and professional communication.
  • Meet weekly, seasonal, and annual timelines and deadlines.
  • Meet seasonal performance goals.
  • Provide excellent customer service.
  • Adhere to all company policies and represent Soccer Shots with professionalism and integrity.
  • Coach sessions as needed depending on the season and minimum staffing levels.
Performance Evaluations and Reviews:
  • Performance will be reviewed after the first 60 days of employment.
  • Objectives of the position and company expectations will be reviewed quarterly through a meeting with supervisor.
  • Soccer Shots will perform an annual review in December of each calendar year.

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