L4 CRS Manager

Experience Momentum•Seattle, WA

5d•$26 - $35

About The Position

The L4 Department Manager is accountable for the day-to-day operations of a designated department at an Experience Momentum location or, when applicable, across multiple locations. The role ensures the company’s mission, vision, values, and focus are upheld; supports department staff through consistent check-ins, development, and guidance; and helps meet company and department goals. The manager reports to the General Manager (L5) and works with the L4 Manager Team to guide the strategic direction of the location and company. The position combines client-facing, revenue-generating service work with department leadership and management. Approximately 90% of the role (about 36 hours per week) is dedicated to client-facing and service-provision tasks, while approximately 10% (about 2–4 hours per week) is dedicated to department and personnel management, leadership meetings, and strategy. The L5 sets and periodically assesses management time according to the number of team members and responsibilities supported. Work allocation may be adjusted by direct supervisors as needed, with time flexed within the same pay period to maintain work-life balance. The L4 Manager is expected to lead through service, support, and example; foster staff development and accountability; maintain confidentiality; and help create excellent customer experiences that support company growth. The role requires the ability to work 35–40 hours per week and perform the duties within that timeframe.

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 around revenue cycles and multiple service offerings.
Held a management or director position overseeing or participating in the oversight of at least $1 million in revenue and at least 6 staff.
Able to work 35–40 hours per week and perform the listed duties within that work week.
Able to function effectively in a fast-paced environment while managing customer, team member, and leadership needs without compromising customer service quality or compliance with policies and procedures.
Able to tolerate loud noises that may be sudden or sustained and to communicate verbally at various volumes.
Able to manage the needs of multiple staff members and maintain appropriate boundaries around work-related communications and activities outside designated working hours.
Demonstrates the stated soft skills: invested, humble, self-aware, people-smart, inclusive, and candid.
Able to maintain a controlled presence in varied environments, including under unforeseen stress.
Proficient in interpersonal and intercultural communication, inclusive communication, and building trust through appropriate behavior and communication.
Able to handle conflict constructively, show care for people while directly challenging 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.
Strong 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 solutions.
Intrinsically motivated to grow personally and professionally and participate 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.

Nice To Haves

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

Responsibilities

Provide client-facing, direct revenue-generating services for the department, including individual sessions, clinic or gym hours, events, seminars, presentations, and other company-sanctioned activities.
Oversee the department’s day-to-day operations, anticipate potential problems, and address issues promptly and effectively with staff and clients in mind.
Ensure department staff have the inventory, equipment, and other resources needed to do 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 meetings, performance reviews, and annual reviews to support staff members’ personal and professional goals.
Perform routine service-provision and skill audits for department staff; work with the L3 Assistant Manager when applicable to establish development plans and performance expectations if audit standards are not met.
Approve, plan, and/or deliver continuing education for department staff when appropriate, in accordance with company guidelines.
Coordinate with the L3 Assistant Manager to organize and conduct productive department meetings twice per quarter, during the first and third months of each quarter.
Participate in and contribute to appropriate team meetings, sharing relevant ideas, knowledge, department context, statistics, analytics, and goal outcomes.
Work with the L5 General Manager and, as appropriate, the L4 Manager Team to set department goals, identify ways to measure progress, and develop and implement strategies to achieve company and facility goals.
Determine appropriate ways to report and present progress toward desired outcomes.
Work with L3 managers and L1/L2 staff to execute strategies for department growth and goal achievement; hold L3 managers accountable while providing support and guidance.
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, independently or in conjunction with the L3 Assistant Manager, depending on department needs and structure.
Work with HR and other appropriate leaders to determine and carry out disciplinary action in accordance with company policy when necessary.
Identify team members for promotion or recognition when they consistently demonstrate behaviors at or above expectations.
Set and maintain customer-care standards alongside teammates and support team members in meeting expected standards.
Demonstrate servant leadership, lead by example, encourage and support team members, maintain confidentiality, and coach staff in creating positive customer experiences.
Perform other duties as assigned.