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Youth Sports Program Manager

2 months ago

Laurel, Maryland, United States Soccer Shots COUS Full time
Job OverviewCOMPANY PROFILE:
Soccer Shots is a premier organization in the realm of youth soccer education for children aged 2-8. Our well-regarded program provides an energetic, enjoyable, and age-appropriate introduction to the beautiful game of soccer. Our unique curriculum focuses on both soccer techniques and character building. Our mission is straightforward: to create a lasting, positive influence on every child we engage.

SOCCER SHOTS COUS:
Established in 2010, Soccer Shots COUS (COUS) operates in various regions including Washington D.C., Maryland, Northern Virginia, Miami FL, New York City NY, and Nashville TN. The Soccer Shots Baltimore Washington area spans from Harford County, MD to Prince William County, VA. Our offices are situated in Laurel, MD, and Fairfax, VA, working closely with the national headquarters in Middletown, PA.

BENEFITS AND PERKS:
- Comprehensive health insurance (medical, dental, vision)
- Health savings account
- Retirement plan with a 3% company match / Simple IRA
- Eligibility for seasonal customer satisfaction bonuses and year-end bonuses
- 14 PTO days plus an additional day for each year of service
- 10 paid holidays
- Remote work available on Fridays
- Professional development reimbursement

COMPENSATION: $45,000 to $50,000 annually

REPORTING STRUCTURE: Reports to the Director of Operations

POSITION OBJECTIVE: To oversee all seasonal operational responsibilities related to Soccer Shots Baltimore Washington. The Manager will be accountable for the following functions:

Season Preparation:
  • Establish and maintain essential operational systems [Configio, Google Calendar, Master Spreadsheet]
  • Ensure completion of all tasks outlined in the seasonal preparation schedules
  • Coordinate routing with Coaching Managers
  • Conduct marketing activities for existing accounts [flyer distributions, final reminders, participation in back-to-school events]
  • Assist in organizing Free Fun Days as necessary
  • Prepare account summary documents [i.e., One Sheeters] for program specifics and other critical information
  • Generate and provide Certificates of Insurance to partners as required
  • Participate in seasonal instructor meetings
Season Management:
  • Implement core operational tasks throughout each season, including roster distribution to schools; updating Configio & Google Calendar; maintaining Session Trackers on Master Spreadsheet
  • Manage cancellations and rescheduling of all Private and Public classes as necessary
  • Act as a liaison with the Weekend Team for program updates, cancellations, feedback, etc.
  • Collaborate with schools to meet enrollment targets and ensure coaches have completed necessary credentials and paperwork.
  • Consolidate public programs as directed by the Director of Operations
  • Supervise seasonal interns
Customer Service:
  • Respond to all incoming parent emails and customer support inquiries within 24 hours
  • Address all inbound school director emails within 24 hours regarding service inquiries, concerns, child attendance, etc.
  • Send outbound communications [email & text] to parents and school directors for cancellations, rescheduled classes, delays, substitute coaches, site changes, and other important updates as necessary
  • Manage phone communications, including answering calls, returning messages, texting class links, and discussing issues with parents
  • Keep school directors updated on rosters, coach substitutions, delayed arrivals, and parent feedback
  • Communicate with the coaching team regarding feedback from parents and schools about coaching performance and preparedness
  • Enhance NPS scores by addressing midseason and end-of-season survey responses, reaching out to less loyal customers for improvement suggestions, and thanking Promoters for their recommendations
WORKING HOURS/LOCATION/SCHEDULE:
This position is full-time and exempt, requiring a minimum of 40 hours of work per week. Occasionally, additional hours may be necessary, including some weekday evenings and weekends, to meet deadlines and exceed objectives. Your weekly schedule will be assigned by your supervisor. Many Soccer Shots programs operate during weeknights and weekends, so availability is crucial.

SOCCER SHOTS OBJECTIVES:
  1. To be recognized as the best-run, most popular, and most successful program in DC/MD/VA
  2. To establish a reputation for excellence, measured through the Net Promoter Score survey conducted at the end of each season
  3. To rank in the Top 10% of franchises in participant registration and revenue, and to meet and exceed seasonal and annual enrollment and revenue targets
COMPANY EXPECTATIONS:
  1. Provide prompt, reliable, and professional communication, responding immediately to customers (parents, directors, staff), and always replying to supervisors and other Soccer Shots support staff within 24 hours
  2. Meet weekly, seasonal, and annual timelines and deadlines, developing systems to stay organized and efficient
  3. Achieve seasonal performance goals, exceeding company expectations in selling, promoting, and marketing our program before each season
  4. Deliver excellent customer service through newsletters to parents and direct communication with center directors
  5. Adhere to all company policies and represent Soccer Shots with professionalism and integrity
  6. Coach sessions as needed based on the season and staffing requirements
COMMITMENTS:
Employees are dedicated to representing Soccer Shots in alignment with the company's six Core Values. Compensation is performance-based, and Soccer Shots reserves the right to terminate employment for failure to meet expectations.

PERFORMANCE EVALUATIONS AND REVIEWS:
  • Performance will be assessed after the initial 60 days of employment
  • Position objectives and company expectations will be reviewed quarterly with a supervisor
  • An annual review will be conducted in December of each calendar year