About the role
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Location and Job Title:
Operations Manager
Kaiserman JCC
45 Haverford Rd
Wynnewood, PA 19096
Principal Responsibilities:
The Operations Manager, under the supervision of the Chief Operating Officer , is responsible for overseeing both front-facing customer interactions and daily operational functions at the Kaiserman JCC, ensuring a welcoming, efficient, and professional experience for members, guests, and staff. This role manages the Welcome D esk team, coordinates customer service operations, and supports the seamless integration of membership services, organizational scheduling, program registration, and facility operations.
As the JCC's CRM superuser, the Operations Manager oversees system utilization , troubleshooting, user support, and data integrity. Serving as a primary point of contact for the community, this individual plays a vital role in enhancing the member experience while supporting organizational effectiveness.
The Operations Manager also serves as the organization's central operational coordinator, monitoring daily programs, events, and facility activities to anticipate challenges and ensure departments remain informed and aligned. By facilitating communication across teams and resolving issues in real time, this role helps ensure the smooth delivery of programs, services, and events throughout the organization.
Minimum Qualifications:
Responsibilities:
Operations & Member Experience
• Oversee daily Welcome D esk operations, including member check-in, phone coverage, guest services, and inquiries, ensuring a welcoming and positive experience for members and visitors.
• Hire, train, supervise, and schedule Welcome Desk staff while fostering a culture of excellent customer service and professionalism.
• Serve as a key communication link between departments, members, and guests, ensuring accurate and timely information about programs, schedules, events, and facility updates.
• Manage front office communications, including calls, emails, and in-person interactions, while assisting with membership services and account support as needed.
• Monitor daily operations, proactively address issues, and collaborate across departments to ensure smooth program delivery and efficient organizational operations.
CRM & Systems Leadership
• Serve as the primary CRM superuser (Amilia or equivalent )
• Troubleshoot system issues
• Ensure accurate data entry for memberships, programs, and registrations
• Train staff on CRM usage, updates, and best practices
• Generate reports and i dentify opportunities to improve workflows, reporting, and system efficiency
