Assistant Manager, Member Services

Position Summary

The Assistant Manager, Member Services supports an exceptional member experience through daily operational leadership, team development, and member engagement. This position oversees front desk operations, coaches staff, supports retention efforts, resolves member concerns, and promotes a welcoming, service-focused environment.

Key Responsibilities

Member Experience & Operations

• Ensure Front desk operations are efficient, organized, and service focused.

• Create a welcoming and professional experience for members and guests.
• Manage staffing coverage, scheduling support, and operational needs.
• Maintain facility readiness and identify opportunities to improve the member experience.
• Achieve operational goals while maintaining exceptional service standards.

Leadership & Team Development

• Coach, train, and develop front desk team members. Team members are trained, supported, and held accountable.

• Support onboarding and ongoing staff development.
• Provide feedback and accountability to strengthen team performance.
• Foster a positive culture focused on teamwork, ownership, and service excellence.

Member Retention & Engagement

• Ensure Members feel welcomed, valued, and connected to the J community.

• Execute member outreach, retention, and re-engagement initiatives.
• Support cancellation conversations and membership preservation strategies. Retention and engagement initiatives are completed consistently.
• Resolve member concerns through timely follow-up and service recovery.
• Assist with member feedback initiatives, including NPS follow-up.

Administrative & Business Support

• Assist with Lack of Pay outreach and membership recovery efforts.
• Support payroll management, scheduling efficiency, and labor controls.
• Track operational trends, member concerns, and follow-up actions.
• Communicate opportunities and solutions to leadership.

Qualifications

• Previous leadership experience in customer service, hospitality, fitness, membership, retail, or related field preferred.
• Strong communication, coaching, and relationship-building skills.
• Ability to motivate and lead teams in a fast-paced environment.
• Strong organization, problem-solving skills, and attention to detail.
• Ability to resolve challenging situations with professionalism and care.
• Proficient with Microsoft Office and ability to learn membership systems