Customer Experience Manager

7 days ago

New York, New York, United States Asphalt Green Full time $60,000 - $120,000 per year

Are you a
hands-on, people-first leader
who loves connecting with your community? Asphalt Green is seeking an enthusiastic
Customer Experience Manager (CEM)
to lead our front-line operations at the
Major Owens Community Center (MOCC)
in
Crown Heights, Brooklyn
.

This is not a behind-the-desk role — it's an opportunity to
lead from the front
, build relationships, and make a daily impact. You'll manage a team of associates who serve as the welcoming face of our organization, ensuring every visitor, member, and neighbor has a positive experience from the moment they walk through our doors.

Note:
This is a fully on-site position. Candidates
must live in Brooklyn
(with a strong preference for Crown Heights or nearby neighborhoods). We're looking for someone who knows and loves this community — and wants to make it even stronger.

What You'll Do

Lead with Purpose

  • Supervise, mentor, and inspire a team of Customer Experience Associates.
  • Set clear expectations and hold your team accountable to Asphalt Green's service standards.
  • Create a culture of pride, professionalism, and fun — where everyone feels valued and supported.

Own the Operations

  • Manage front desk coverage, membership check-ins, and customer inquiries.
  • Maintain staff schedules and ensure seamless day-to-day operations.
  • Jump in where needed — whether that's assisting at the desk, solving a member issue, or helping during a community event.

Deliver a Stand-Out Experience

  • Respond to escalated issues with empathy, fairness, and a solutions-driven mindset.
  • Ensure every member and visitor feels welcome, informed, and cared for.
  • Collaborate with fitness, membership, and facility teams to improve systems and service touchpoints.

Uphold Safety & Standards

  • Partner with security to ensure a safe, respectful, and inclusive environment.
  • Enforce policies in a way that's professional and people-centered.
  • Monitor and document incidents, ensuring clear communication and follow-through.

What You Bring

  • 3–5 years of leadership experience in
    customer service, recreation, hospitality, or fitness
    .
  • A proven ability to
    coach and motivate teams
    — you know how to get the best out of people.
  • Strong communication and problem-solving skills — calm under pressure, clear under stress.
  • Tech-savvy and organized, with familiarity in Microsoft Office; experience with
    Salesforce or EZFacility
    is a plus.
  • A genuine passion for
    Brooklyn, community building, and the power of sports and fitness
    .

Why You'll Love Working Here

  • Be part of a
    mission-driven nonprofit
    that transforms lives through sports, fitness, and play.
  • Work in the
    heart of Crown Heights
    at a dynamic community hub.
  • Gain valuable
    leadership experience
    while making a real difference.
  • Competitive pay, growth opportunities, and the chance to shape a team that represents the best of Brooklyn.


If you're ready to roll up your sleeves, lead by example, and bring your passion for people to the Crown Heights community — we'd love to meet you.

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