Customer Experience Manager (78205)

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.