RUNCenter Lead

New York Road Runners•New York, NY

1d•Onsite

About The Position

The RUNCenter Full-Time Lead oversees a team of part-time Run Center Associates. Responsibilities include offering mentorship to a group of RUNCenter Part-Time Associates who provide customer care during activities such as bib distribution and RUNCenter events. The RUNCenter Full-Time Lead will assist the RUNCenter Director, and other key stakeholders, in optimizing the RUNCenter to provide runners with experiences that reflect NYRR’s mission to build healthier lives and stronger communities through the transformative power of running. Responsibilities include facilitating race premium and premium distribution, inventory management, managing the RUNCenter traffic during programs/events, supporting team development, and finding resolution for escalated situations. The RUNCenter FullTime Lead will also be responsible for enhancing communication among the RUNCenter team by developing effective tools for organizational updates and RUNCenter specific information. The RUNCenter Full-Time Lead(s) will support the RUNCenter Director in day-to-day activations and may have delineated areas of responsibilities including (but not limited to) event management, inventory management, age group awards management, etc.

Requirements

Minimum 3 years of experience in customer service
Organized team player with a personable manner, excellent customer service skills, and able to work with a diverse group
Experience leading, supervising, coaching, or mentoring a team.
Any combination of education, training, experience that provides the required knowledge, skills, ability
Demonstrate passion and commitment to the NYRR brand and core values: excellence, teamwork, passion, innovation, service, and integrity
Strong organizational agility; able to recommend solutions in a high velocity environment with shifting priorities.
Sets the standard for excellence in customer service through leading by example and holding the team accountable
Proficient in Microsoft Office Suite (Word, Excel, Power Point, Outlook, Salesforce)
Strong attention to detail
Excellent written and verbal communication skills
Strong commitment to diversity, equity, and inclusion
Able to work a flexible schedule including weekends, some holidays, and extended hours
Must be available for a minimum of one weekend day a week
All staff are required to work the United Airlines NYC Half Marathon, RBC Brooklyn Half Marathon, and the TCS NYC Marathon.
Must be able to lift up to 25 lbs.

Nice To Haves

Previous experience in fitness industry or retail a plus

Responsibilities

Foster a positive, inclusive, and engaging RUNCenter environment where team members feel motivated and supported
Build strong relationships with the RUNCenter team, New Balance Run Hub team, and cross-functional partners
Lead team huddles at the start of each shift to share updates, encourage feedback, and drive engagement among Part-Time Associates
Provide in the moment coaching and feedback to support team performance and development
Recognize team contributions and celebrate wins to build morale and connection
Help identify development opportunities and support onboarding and training of new team members
Navigate change effectively and guide the team through new processes, initiatives, and operational updates
Create a welcoming, dynamic, and high-quality runner experience through positive, solution-oriented interactions
Support the team in delivering exceptional customer service across all touchpoints, including bib pickup, events, and programming
Build relationships within the running community and contribute to a strong, connected RUNCenter environment
Confidently and professionally resolve customer concerns, especially in high-pressure situations
Lead ancillary projects and evergreen initiatives while working cross-functionally with stakeholders
Maintain a strong working relationship with the New Balance Run Hub team and develop a cohesive partnership with the RUNCenter Director
Manage race logistics for weekly races, including bib assignment and premium distribution, ensuring accurate execution by the team
Coordinate load-out of race supplies, materials, and technology for weekly races, including RNYRR events
Execute inventory counts for supplies, materials, premiums, and assets; accurately track results and identify opportunities for improvement
Oversee marquee event and age group award distribution, including managing relationships with third-party vendors
Demonstrate a solution-oriented mindset and ability to adapt processes to meet operational needs
Prioritize tasks and manage multiple responsibilities in a fast-paced environment while meeting deadlines
Support scheduling and operational planning to ensure smooth day to day execution
Lead teams through ambiguity and adjust plans as needed to meet business and event needs
Ensure all operational processes are completed efficiently and align with company standards
Process cash and credit card transactions, reconcile cash, and prepare bank deposits as needed
Uphold all health and safety protocols in accordance with organizational and New York State guidelines