Manager of Member Experience & Engagement

Are you a people person with strong organizational skills, a sharp eye for detail, and a knack for solving problems while delivering excellent customer service? Under the direction of Vice President, Marketing, Membership and Experience, with a dotted line report to the Director of Membership, and in collaboration with the FEJL and Health & Wellness, the Manager of Member Experience and Engagement plays a critical role in shaping how members and guests feel seen, supported, and connected throughout their experience at JCC Greater Boston. This role is a strategic partner in delivering exceptional service, driving member retention, and co-creating opportunities for community connection. Reporting to the VP of Marketing, Membership & Experience, this position leads the design and execution of on-site experiences, lifecycle touchpoints, and member-focused events. This position will work cross-functionally across departments to ensure that every aspect of the in-building journey is welcoming, engaging, and aligned with our brand promise: Find Your Center. This is a year-long, full-time position. While this position requires in-person presence and work is primarily performed on-site, there may be occasional administrative management duties that may be performed remotely making this a hybrid position.

JCC Greater Boston is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston’s core values - Belonging, Joyfulness, Collaboration, and Transformation - which resonate with many who do not identify as Jewish.

Primary responsibilities include, and are not limited to:

Member Experience & Journey Design 

• Lead walk-throughs and building observations to assess and improve the on-site member experience.  Make both immediate and longer-term recommendations to various departments based on the observations to improve member experience.
• Design and implement touchpoints for new members (e.g., First 100 Days onboarding experience) and collaborate with Member Experience Concierge and Membership Marketing Specialist on implementation and execution.  
• Collaborate with Membership, Marketing, and Program teams to ensure seamless integration across lifecycle communications, signage, and service delivery through regular building walk throughs, monthly meetings and close collaboration with marketing membership specialist.

Collaborative Event Activation & Engagement 

• Plan, execute, and evaluate signature member events and seasonal activations that drive connection and belonging. 
• Collaborate with Community Engagement staff to support member-led initiatives and micro-community gatherings with the goal of increasing retention and a sense of belonging and connection amongst users and members.
• Lead the execution of two annual open house events designed to welcome and convert prospective members.
• Serve as a key partner to the Family Engagement team and Adult Programs Manager to ensure that building-based programs are integrated into the member journey and reflect a welcoming, cohesive experience. 
• Participate in cross-functional planning groups to infuse hospitality and lifecycle thinking into both member-led and staff-led experiences. Cross-functional planning groups will be cohort and program-based.

Deliver Impactful and Relevant Frontline Culture & Service Training 

• In partnership with the Director of Membership & Guest Services, co-develop and lead service excellence training for all customer-facing staff 
• Support staff training sessions on established service recovery protocols and escalation pathways, ensuring all frontline team members understand how to respond to member concerns, when to escalate issues, and how to uphold a consistent, high-quality service experience. 
• Support the Director of Membership & Guest Services with member and user conflict reporting, resolution, and follow-up to ensure a timely, thoughtful, and consistent response process. 

Provide Environment & Signage Oversight

• Maintain and enhance the experience in communal spaces (e.g., gallery, lobby, JWork, locker rooms).
• Ensure all member-facing areas reflect JCC values of belonging, hospitality, and inclusion. 
• Collaborate with Marketing and Facilities teams on signage strategy, ensuring clarity and tone are aligned with brand voice. 

Standard Staff Expectations:

• Actively create a welcoming dynamic that contributes to an environment where each individual is valued and respected
• Actively participate as an essential member of the [Aquatics] team.
• Support JCC Greater Boston’s mission, vision, and values of belonging, joyfulness, collaboration and transformation, including through personal role modeling.
• Participate in all staff meetings as assigned and contribute to overall organizational success.
• Attend JCCGB All Staff meetings.
• Other duties as assigned. 

Supervisory Responsibilities: None

This is a great chance to join JCC Greater Boston's respected and valued, people-orientated workplace of diverse community services providers, which is rapidly growing! 

Job Details: This full-time, exempt, salaried position offers a comprehensive benefits package, a supportive work environment [with a hybrid work option for some administrative duties], and a competitive starting salary of $57,120 – $62,239 annually.

The salary offered will ultimately be determined by relevant qualifications, experience, and JCC's internal equity.

About JCC Greater Boston

Since opening its doors in 1983, JCC Greater Boston has been committed to its mission of creating a vibrant, inclusive, and diverse community by nurturing meaningful and lasting relationships. Through our network of early learning centers, day camps, regional teen and family programs, health and wellness offerings, and adult arts and ideas classes, JCC Greater Boston provides highly valued connections, learning, and experiences for the Jewish community and friends.

JCC Greater Boston staff enjoy working in an innovative, friendly, and welcoming environment where their talents and contributions are appreciated. In our recent employee survey, staff rated their direct management and organizational alignment experiences close to 90% positive. If you want to upgrade your working experience and have a better work-life balance, we encourage you to explore becoming part of the JCC team!

The JCC is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston's core values: Belonging, Joyfulness, Collaboration, and Transformation, which we hope resonate with all.

To learn more about what makes JCC Greater Boston a wonderful place to work, please visit our careers page at https://www.bostonjcc.org/careers/

JCC Greater Boston is an equal opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, ancestry, veteran status, marital status, pregnancy, genetic information, or disability. In a continuing effort to maintain and enrich a diverse environment, we actively encourage applications from women and members of underrepresented groups.

Requirements

Education and Experience:

Bachelor’s degree in a related field. 

5+ years of experience in customer experience, event management, or hospitality. 

Experience designing or leading service training programs preferred. 

Familiarity with feedback platforms (e.g., Medallia, Listen 360) strongly preferred. 

Equivalent combination of education and experience may be substituted at the JCC’s discretion to meet this minimum hiring criteria.

Skills and Abilities:  

·       Strong organizational and project management skills.

·       Excellent teamwork and collaboration skills

·       Effective feedback delivery skills

·       Outstanding communication and interpersonal abilities. 

·       Ability to design and execute experiences that reflect empathy and member-centered thinking. 

·       Self-starter who thrives in collaborative, fast-paced environments. 

·       Capacity to manage multiple initiatives with attention to detail and responsiveness. 

·       Excellent problem-solving and decision-making skills, especially in high-touch environments. 

Physical Requirements:  This position primarily involves standard deskwork and computer usage; work is performed in an office environment with no extreme conditions. Must be able to sit or stand for prolonged periods. Able to work well in a busy, dynamic and sometimes noisy environment involving multiple tasks and priorities. Occasional lifting of up to 10 lbs. (e.g., office supplies, small packages).

ADA Statement: Individuals must possess these criteria for knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation and using some other combination of skills and abilities.

Benefits

In addition to a rewarding career within our supportive, professional, mission-driven, values-driven, and family-centric environment, JCC Greater Boston proudly offers full-time employees a comprehensive and competitive benefits package that includes:

• Competitive cost-sharing Health and Dental Insurance
• JCC Sponsored/Paid Health Deductible Reimbursement Account
• JCC Sponsored/Fully Paid Group Life Insurance/LTD Coverage
• Generous paid time off supporting a quality work-life balance
• Tax-deferred 403(b) retirement savings plan and ROTH contribution options
• Voluntary Supplemental Vision Insurance
• Additional Voluntary Supplemental Life/ADD coverage for you and your family
• AbilityAssist Employee Assistance Program (EAP)
• Norton Cyber Security Program
• LegalEase Insurance program

JCCGB Perks! This position is eligible for a free individual membership to JCC Greater Boston's top class fitness, recreation and wellness facility in Newton – offering virtual and in-person programs including indoor swimming, many fitness classes, and workout facilities, as well as discounts to many JCCGB events, classes, outdoor pool, and more! Complimentary individual membership includes: 

• Use of the Fitness Center at Leventhal-Sidman
• Access to group fit classes, Arts & Culture adult programming at member rates,
• Discounts on a variety JCCGB's fitness/wellness programs and services
• Free wellness events!
• Discounted child care at JCCGB Early Learning Centers and after-school program
• Discounted JCCGB camp tuition

Benefits are subject to review and change by the Organization, and plan documents are the primary determinant.

A Great Place to Work! JCC Greater Boston is consciously evolving as a great place to work! In our recent 2023 employee engagement survey, at least 88% of our staff gave us top ratings on:

• Supportive colleagues
• Team camaraderie
• How their managers treat them
• Individual autonomy
• Knowing what their work contributes to and how it impacts others
• Pride in working for the JCC
• Program and service quality
• Holding ourselves accountable    

Our staff and leadership bring experience, excellence, and commitment to everything we offer and we are dedicated to a culture where all our employees may thrive. Our culture is built on our values, driven by our mission, and nurtured through the expert contributions of our professionals.