L4 CRS Manager

Experience Momentum•Seattle, WA

About The Position

The L4 Department Manager is accountable for the day-to-day operations of their department at an Experience Momentum location, or at multiple locations when applicable. The role ensures that the company’s mission, vision, values, focus, and quarterly goals are upheld. The manager supports staff through regular check-ins, development, coaching, and performance management, and may support staff across departments as needed. The position reports to the General Manager (L5) and works with the L4 Manager Team to guide the strategic direction of the location and company. Approximately 90% of the role—about 36 hours per week—is dedicated to client-facing and revenue-generating services within the department. Approximately 10%—about 2–4 hours per week—is dedicated to personnel and department management, leadership meetings, and strategy. The precise management allocation is set and reviewed by the L5 based on team and role responsibilities. Hours may be adjusted as directed by the direct supervisor, with time flexed within the same pay period when necessary to support work-life balance. The manager is expected to lead by example with a servant-leadership approach, support team members in meeting expected standards, maintain confidentiality, and uphold customer-care standards. The role requires managing competing customer, staff, and leadership needs in a fast-paced environment while following company policies and procedures.

Requirements

At least 3 years of customer service experience.
Experience managing processes and people in relation to an assigned budget and growth targets.
Experience developing a team member from a performance baseline to a performance goal.
Experience developing strategies and action plans related to revenue cycles and multiple service offerings.
Have held a management or director position overseeing, or involved in overseeing, at least $1 million in revenue and at least 6 staff members.
Demonstrated organizational skills and excellent oral and written communication skills.
Consistent, punctual, and reliable; able to manage multiple tasks and accountabilities.
Able to identify problems or barriers and recommend effective ways to overcome them.
Intrinsically motivated to grow personally and professionally and willing to engage in continuous improvement.
Competent in assessing goals and outcomes and designing and managing action plans with little to no supervision.
Able to analyze goals and execute strategic plans without direction or supervision.
Proficient in the 6 Thinking Hats debate strategy.
Technically literate in Microsoft SharePoint, Google Drive, Microsoft Word Online, Microsoft Excel Online, and Microsoft Outlook.
Soft skills include being invested, humble, self-aware, people-smart, inclusive, and candid.
Able to maintain a controlled presence in different environments, including under unforeseen stress.
Proficient in interpersonal and intercultural communication, inclusive communication, and building team trust through appropriate behavior and communication.
Able to handle conflict constructively, demonstrate care while directly challenging discussion topics, and distinguish constructive from combative conflict.
Able to motivate and engage staff and customers and demonstrate servant leadership through verbal and non-verbal actions.
Able to work 35–40 hours per week and perform the listed duties within that work week.
Able to work effectively in a fast-paced environment while managing customer, team member, and leadership needs without compromising customer service or compliance with policies and procedures.
Able to tolerate sudden and sustained loud noise and communicate verbally at various volumes.
Able to manage the needs of multiple staff members and maintain appropriate boundaries around work-related communication and activities outside designated working hours.

Nice To Haves

Active CPR/AED certification upon the start date is desired but not required.

Responsibilities

Provide client-facing, direct revenue-generating services for the department, including client sessions, clinic or gym hours, events, seminars, or presentations.
Ensure the department’s day-to-day operations run smoothly; anticipate and promptly address issues while considering solutions for staff and clients.
Ensure department staff have the inventory, equipment, and other resources needed to perform their jobs.
Create and use development plans to manage, guide, mentor, and develop L1, L2, and L3 staff in accordance with company guidelines.
Conduct routine staff meetings, performance reviews, and annual reviews to support employees’ personal and professional goals.
Conduct routine service-provision and skill audits; work with the L3 Assistant Manager when applicable to establish development plans and clear performance expectations for staff who do not meet audit expectations.
Approve, plan, or deliver continuing education for department staff when appropriate and consistent with company guidelines.
Coordinate with the L3 Assistant Manager to organize and hold effective department team meetings twice each quarter, during the first and third months of each quarter.
Participate in appropriate team meetings as a leader and attendee, sharing relevant perspectives, knowledge, context, department statistics, analytics, and goal outcomes.
Work with the L5 General Manager and, as appropriate, the L4 Manager Team to set department goals, choose measures of progress, report outcomes, and implement strategies that support company and facility goals.
Work with L3 Managers and L1/L2 staff to execute department growth strategies and meet or exceed goals; hold L3 Managers accountable for execution when applicable and provide them support as needed.
Work with Human Resources to assess department staffing needs and participate as needed in hiring assessments, interviews, recommendations, probationary reviews, layoffs, and terminations.
Provide new-hire onboarding and training as needed, independently or with the L3 Assistant Manager.
Work with HR and appropriate leaders to determine and carry out disciplinary action in accordance with company policy when necessary.
Recognize and identify team members for promotion or acknowledgment when they consistently demonstrate behaviors at or above expectations.
Support and encourage team members through servant leadership, lead by example, and maintain confidentiality regarding non-public company information.
Perform other duties as assigned.