Service & Support Manager

The Services & Support Manager is accountable for leading, managing, and holding staff accountable for the systems and services that support safe, welcoming, and effective Club operations. This role oversees behavior support processes, membership access and recruitment, food service operations, transportation coordination, and compliance requirements. The Services & Support Manager works closely with program leadership to ensure staff have the resources, support, and guidance needed to maintain safe environments and positive experiences for youth and families.

• Lead, manage, and hold Member Services, Café, and Transportation staff accountable for performance, service standards, and operational expectations.
• Provide coaching, training, and support to ensure staff understand and consistently implement organizational policies and procedures.
• Support hiring, onboarding, scheduling, and performance management of staff within assigned areas.
• Foster a culture of professionalism, accountability, and strong customer service across all support functions.

• Provide leadership for escalated youth behavior concerns in alignment with the organization’s behavior support policies.
• Support program staff in implementing behavior management practices and intervention strategies.
• Partner with families when youth behaviors require additional communication, support plans, or follow-up.
• Coordinate with Program Managers and Club Directors to ensure consistent implementation of behavior expectations across the Club.
• Maintain documentation and communication related to escalated behavior incidents.

• Oversee membership administration including registration, check-in/check-out procedures, and data management systems.
• Ensure membership systems support safe access to the Club and accurate tracking of participation.
• Lead membership recruitment efforts through outreach to schools, community events, and partner organizations.
• Ensure families receive clear communication regarding membership policies, access procedures, and program participation.
• Monitor membership trends and participation data to support program planning and resource allocation.

• Oversee café operations to ensure consistent, safe, and efficient meal and snack service.
• Ensure food service complies with applicable nutrition standards, grant requirements, and health regulations.
• Coordinate transportation logistics including routes, scheduling, communication with families, and driver supervision.
• Ensure transportation operations meet all safety and documentation requirements.

• Ensure compliance with licensing requirements, safety policies, grant guidelines, and operational procedures.
• Monitor documentation, reporting, and recordkeeping across membership, food service, and transportation systems.
• Identify operational risks and implement improvements to strengthen safety and compliance.
• Communicate operational challenges, trends, and needs to the Club Director.
• Serve as the operational lead for grant compliance initiatives, including Indiana Kids and other grant-funded programs, by monitoring requirements, coordinating cross-functional responsibilities, and ensuring timely completion of reporting, documentation, and implementation activities.

• Bachelor’s degree, or equivalent combination of education and relevant experience.
• Minimum of 2 years supervisory or management experience.
• Minimum of 2 years’ experience overseeing school-age youth in a group setting.
• Strong understanding of youth development principles and behavior management strategies.
• Demonstrated ability to lead and support staff in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to prioritize, adapt, and manage multiple responsibilities.
• Proficiency with Microsoft Office and other relevant software systems.
• Reliable transportation, valid driver’s license, and active automobile insurance required.
• Ability to meet the physical demands of the role, including lifting up to 20 lbs and extended periods of standing or sitting.