Member & Guest Services Co-Manager

About the Levine JCC

The Sandra and Leon Levine Jewish Community Center is a nonprofit, mission-driven organization founded upon Jewish ethics and values. We provide diverse social, educational, recreational, cultural, and wellness programs within a Jewish setting and serve as a welcoming community partner for individuals and families of all backgrounds. The Levine JCC is affiliated with the JCC Association of North America and is a beneficiary agency of the Jewish Federation of Greater Charlotte.

Position Summary

The Member & Guest Services Co-Manager provides leadership, supervision, and operational oversight for the Levine JCC’s Member & Guest Services Center, ensuring a welcoming, professional, and responsive experience for members, program participants, and guests.

Along with a second manager, this role oversees the daily operations of the Member & Guest Services Center and Outdoor Aquatics Entrance, supervising Member & Guest Services Associates and ensuring that all interactions reflect the Levine JCC’s commitment to hospitality, responsiveness, and exceptional customer service. The Co-Manager ensures that members and visitors receive accurate information about programs, services, and opportunities for engagement across the organization.

As the primary service hub of the Levine JCC, the Member & Guest Services Center plays an essential role in member engagement and retention. The Member & Guest Services Co-Manager works collaboratively with program departments and leadership to ensure a seamless and positive member experience that strengthens relationships with the Levine JCC community.

The Member & Guest Services Co-Manager is an integral member of the Levine JCC staff team, participating in staff meetings, internal communications, and agency-wide initiatives that support the mission and strategic goals of the organization.

Key Responsibilities

The two Co-Managers will share overall responsibility for the Member & Guest Services Department. While specific projects and tasks will be assigned with one Co-Manager serving as the primary lead, both Co-Managers are expected to maintain a working knowledge of all department responsibilities and be prepared to provide support or assume responsibility when needed.

The Co-Managers’ schedules will be structured to ensure that at least one Co-Manager is present each day of the week, with both Co-Managers scheduled to overlap on three days each week to facilitate communication, collaboration, and continuity of operations.

Member Services & Hospitality Operations

• Oversee the daily operations of the Member & Guest Services Center and Outdoor Aquatics Entrance, ensuring a welcoming, proactive, efficient, and member-focused environment.
• Provide direct service as a member of the Member & Guest Services team, spending time in member-facing responsibilities.
• Ensure that members, program participants, and guests are greeted and assisted in a professional, courteous, and welcoming manner.
• Respond to telephone, in-person, and electronic inquiries, ensuring timely and accurate communication.
• Provide tours for prospective members and assist existing members with questions related to membership, programs, and services.
• Ensure that the Member & Guest Services team maintains strong knowledge of Levine JCC programs, services, schedules, and policies so that accurate information is consistently provided.
• Support a hospitality-centered environment that reflects the Levine JCC’s commitment to community, engagement, and service excellence.

Systems Management & Administrative Oversight

• Maintain proficiency in member management and CRM systems, including Amilia SmartRec, Upace (MY J App) and Hubspot.
• Process new memberships, assist members with reservations and activity enrollment, and all other front desk operations.
• Participate in member engagement and retention efforts.
• Process membership cancellations, membership level changes, and related administrative updates.
• Manage the Child Transfer module and oversee transfer processes for youth programming sessions (excluding summer camp transfers).
• Ensure accurate data entry and documentation within member management systems.
• Maintain strict confidentiality of all member and agency information.

Department Leadership & Staff Supervision

• In partnership with Human Resources, recruit, hire, onboard, and train Member & Guest Services Associates, ensuring new staff are fully prepared to deliver excellent service and understand Levine JCC policies, systems, and procedures.
• Directly supervise Member & Guest Services Associates and ensure appropriate staffing of the Member & Guest Services Center and Outdoor Aquatics Entrance.
• Develop and manage weekly staff schedules, coordinating substitutes as needed, including filling in when necessary.
• Process bi-weekly payroll for all Member & Guest Services staff.
• Provide ongoing supervision, mentorship, training, and professional development for department staff.
• Conduct regular staff evaluations to ensure high-quality service delivery and performance standards.
• Partner with the Director of Member & Guest Services to address performance improvements and operational needs.
• Foster a supportive, collaborative, and professional team environment.

Financial & Operational Accountability

• Maintain accountability for all Member & Guest Services Center and Outdoor Aquatics Entrance operations.
• Oversee daily financial intake and reconciliation of funds collected at the desk.
• Address and resolve discrepancies in financial reporting when necessary.
• Ensure necessary supplies and operational materials are available and maintained for front desk operations.

Safety, Security & Conflict Resolution

• Become fully versed in Levine JCC and Foundation of Shalom Park security and emergency procedures and ensure staff compliance.
• Respond quickly and appropriately to member concerns and conflicts.
• Support staff in resolving member concerns with professionalism and sound judgment.

Communication & Interdepartmental Coordination

• Serve as a central communication point between members and Levine JCC program departments.
• Ensure timely and accurate communication of program information, schedules, and policies to Member & Guest Services staff.
• Maintain strong working relationships with Levine JCC departments and Shalom Park partner agencies to ensure coordinated service delivery.
• Support proactive member engagement by connecting members and guests with programs, services, and opportunities across the Levine JCC.