Customer Experience Manager

About Asphalt Green

Asphalt Green is a nonprofit organization that transforms lives and builds community through sports, fitness, and play for all.

Each year, Asphalt Green serves thousands of New Yorkers through sports, aquatics, fitness, camps, and community programs that promote health, personal growth, and lifelong participation in physical activity. Across three campuses and numerous community partnerships, Asphalt Green is committed to providing high-quality programs that are inclusive, accessible, and rooted in excellence.

Asphalt Green believes that access to movement, sport, and wellness can change lives. Our work helps young people develop confidence, resilience, leadership skills, and healthy habits that extend far beyond the playing field.

About the Role

The Customer Experience Manager is responsible for leading the Customer Experience team and overseeing frontline customer experience operations at their assigned Asphalt Green campus. The Manager directly supervises Customer Experience Associates, manages staffing and scheduling, ensures consistent execution of department policies and service standards, addresses customer escalations, and partners with campus leadership to identify and resolve issues affecting the member and participant experience.

The Customer Experience Manager serves as the primary CX leader at their campus and is accountable for ensuring the CX team is trained, informed, appropriately staffed, and consistently delivering the Green Standard. The role requires a strong onsite presence, active frontline leadership, and close partnership with departments across the facility.

Why This Role Matters

Customer Experience Associates are often the first and last point of contact for Asphalt Green members, participants, families, and guests. The Customer Experience Manager ensures those interactions are consistently welcoming, knowledgeable, efficient, and aligned with Asphalt Green's service standards. By maintaining strong frontline operations, developing employees, resolving customer concerns, and partnering with other campus departments, the Manager plays a critical role in member satisfaction, retention, operational consistency, and the overall experience at their assigned campus.

What You'll Do

Team Leadership & Performance Management

• Directly supervise Customer Experience Associates assigned to the campus, including onboarding, training, coaching, performance management, and ongoing development.

• Establish clear performance expectations and provide employees with timely feedback when expectations are or are not being met.

• Conduct regular one-on-one conversations, team meetings, performance reviews, and documented coaching as required.

• Address attendance, punctuality, conduct, uniform, policy compliance, and performance concerns promptly and consistently.

• Partner with the Director of Customer Experience and Human Resources on corrective action and other employee-relations matters when appropriate.

• Recognize strong performance and reinforce behaviors that demonstrate the Green Standard.

• Maintain appropriate documentation of employee performance, coaching, attendance, and other management matters.

Staffing & Scheduling

• Develop and maintain campus CX schedules based on facility hours, programming, anticipated customer volume, employee availability, and department staffing requirements.

• Monitor attendance, callouts, shift changes, and coverage needs and take appropriate action to maintain adequate frontline coverage.

• Review and approve employee scheduling requests in accordance with department policies and operational needs.

• Identify staffing gaps and communicate hiring needs to the Director of Customer Experience.

• Partner with CX leadership and other campus managers when cross-campus coverage or additional staffing support is necessary.

• Ensure employee timekeeping and meal-break requirements are followed accurately and consistently.

Frontline Operations & Campus Readiness

• Maintain regular onsite visibility at CX desks and throughout assigned customer-facing areas.

• Ensure CX desks are appropriately staffed, organized, supplied, and prepared for daily operations.

• Ensure staff accurately follow check-in, registration, access-control, package/mail, lost-and-found, communication, and other applicable CX procedures.

• Monitor frontline operations and address service or operational issues as they occur.

• Ensure CX employees have current information regarding facility schedules, programs, closures, events, policies, and other information necessary to assist customers.

• Prepare CX operations for seasonal transitions, major programs, events, facility closures, and other periods of increased customer activity.

• Escalate facility, safety, security, technology, or operational concerns to the appropriate department and follow through until the issue has been appropriately addressed.

Customer Experience & Service Recovery

• Serve as the primary campus-level escalation point for customer concerns that cannot be resolved by frontline CX Associates.

• Investigate customer concerns by gathering relevant information from employees, systems, and cross-functional partners before determining or recommending resolution.

• Resolve concerns within established authority and escalate matters involving significant financial, safety, legal, policy, or reputational considerations to the Director of Customer Experience or appropriate leadership.

• Maintain appropriate documentation of significant customer concerns and resolutions.

• Identify recurring customer complaints or experience gaps and work with appropriate department leaders to address underlying causes.

• Coach CX Associates on service recovery and empower them to resolve appropriate frontline concerns independently.

• Ensure customer interactions consistently reflect the Green Standard and Asphalt Green's expectations for professionalism, hospitality, and service.

Training & The Green Standard

• Ensure all CX Associates complete required onboarding and department training.

• Facilitate and reinforce Green Standard training and expectations with campus CX employees.

• Identify individual and team training needs based on observations, customer feedback, operational issues, and performance trends.

• Partner with the Customer Experience Coordinator and Director of Customer Experience on department-wide training initiatives.

• Reinforce training through regular coaching, team meetings, observations, and refreshers rather than relying solely on formal training sessions.

Cross-Departmental Collaboration

• Serve as the primary CX partner for department leaders at the assigned campus.

• Maintain regular communication with Membership, Fitness, Programs, Aquatics, Operations, Security, Facilities, and other campus partners regarding issues affecting customers or frontline operations.

• Participate in campus and cross-functional meetings as appropriate and communicate relevant information back to the CX team.

• Coordinate with department leaders to resolve customer concerns involving multiple areas of the organization.

• Communicate operational changes to CX employees and confirm understanding and implementation.

• Elevate recurring cross-departmental challenges to the Director of Customer Experience when additional alignment or leadership intervention is needed.

Feedback, Reporting and Continuous Improvement

• Review customer feedback, complaints, survey results, and operational observations relevant to the assigned campus.

• Identify recurring themes and communicate significant trends to the Director of Customer Experience and appropriate campus leaders.

• Participate in action planning in response to customer feedback and monitor implementation of agreed-upon improvements.

• Maintain required CX records and provide operational or performance information requested by the Director of Customer Experience.

• Support department-wide customer feedback and NPS initiatives by ensuring campus-level follow-up and accountability.

What Success Looks Like

• CX desks are consistently staffed, prepared, organized, and operating effectively.

• CX Associates understand their responsibilities and are held consistently accountable for performance, attendance, conduct, and service expectations.

• Employees receive timely coaching and performance concerns are addressed rather than allowed to continue.

• Customer escalations receive appropriate, timely follow-up and resolution.

• The Manager maintains strong visibility and awareness of what is happening within their campus operations.

• Customer feedback and recurring operational issues are identified, escalated appropriately, and followed through to resolution.

• CX employees demonstrate the Green Standard consistently in their interactions with customers and colleagues.

• Communication between CX and campus departments is timely, collaborative, and productive.

• Required training, meetings, documentation, scheduling, and other management responsibilities are completed accurately and on time.

Who You'll Work With

• Director of Customer Experience (supervisor)

• Customer Experience Associates assigned to the campus (direct reports)

• Customer Experience Coordinator

• CX Managers at other Asphalt Green locations

• Campus leadership and departments including Membership, Fitness, Aquatics, Sports and Programs, Operations, Facilities, Security, Marketing, Data, and Human Resources

Qualifications

Required Qualifications

You'll need:

• 3-5 years of customer service, hospitality, recreation, fitness, or related experience, including direct employee supervision or comparable people-management responsibility.

• Demonstrated experience managing frontline operations, employee performance, scheduling, and customer escalations.

• Strong leadership skills with the ability to establish expectations, coach employees, address performance concerns, and hold staff accountable.

• Excellent written and verbal communication skills.

• Strong judgment and demonstrated ability to make decisions in a fast-paced customer-facing environment.

• Ability to manage competing priorities and respond effectively to changing operational needs.

• Demonstrated ability to collaborate effectively across departments and organizational levels.

• Proficiency with Microsoft Office and ability to learn CRM, scheduling, registration, access-control, and other operational technology.

• Ability to work onsite and maintain a schedule that supports the operational needs of the assigned campus, including occasional evenings and weekends as required.

Preferred Qualifications

It would be helpful if you also have:

• Bachelor's degree in Hospitality, Business Administration, Recreation, Communications, or related field.

• Management experience within fitness, recreation, hospitality, nonprofit, membership, or another high-volume customer-facing environment.

• Experience with Salesforce or similar CRM platforms.

• Experience conducting employee training and performance management.

• Experience using customer feedback or service metrics to identify operational improvements.

• Experience working in a multi-department or multi-location organization.