Description
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 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.
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 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 Manager works collaboratively with program departments, membership staff, and leadership to ensure a seamless and positive member experience that strengthens relationships with the Levine JCC community.
The Member & Guest Services 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
Member Services & Hospitality Operations
- Oversee the daily operations of the Member & Guest Services Center and Outdoor Aquatics Entrance, ensuring a welcoming, efficient, and member-focused environment.
- Provide direct service as a member of the Member & Guest Services team, spending approximately half of weekly hours 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 Accrisoft Freedom and transitioning systems such as Amilia and HubSpot.
- 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.
Qualifications
- Bachelor’s degree required.
- 1–5 years of experience in customer service, operations, or administration in a community-based organization.
- Previous supervisory experience preferred.
- 3–5 years of experience using CRM or membership management systems.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong written, verbal, and interpersonal communication skills.
- Demonstrated ability to work independently and collaboratively across departments.
- Strong organizational, problem-solving, and customer service skills.
Core Competencies
- Commitment to exceptional member and guest experience
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Attention to detail and operational accountability
- Ability to manage multiple priorities in a fast-paced environment
- Professional judgment and conflict resolution skills
- Flexibility to support evening, weekend, and special event operations as needed
Additional Responsibilities
This position description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of responsibilities. The employee may be required to perform other duties and assume additional responsibilities as assigned by their supervisor and/or senior leadership of the Levine JCC.
Work Environment & Expectations
The Levine JCC is a mission-driven organization rooted in Jewish values and community engagement. Employees are expected to demonstrate professionalism, collaboration, and a commitment to fostering a welcoming and inclusive environment for all members, participants, and guests.
As part of our culture of philanthropy, all staff play an important role in strengthening relationships with members and community stakeholders. Employees are expected to contribute to a positive member experience that encourages participation, connection, and long-term engagement with the Levine JCC.
The Levine JCC operates seven days a week, and this position requires availability aligned with operational needs, including evenings, weekends, holidays, and special events as required.
Equal Opportunity Employer
The Levine JCC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification under applicable law.
