L4 CRS Manager

Description

The L4 Department Manager works to ensure the mission, vision, values and focus of Experience Momentum are upheld at all times. The L4 Department Manager is responsible and accountable for the day-to-day operations of their specific department at their specific Experience Momentum location (or multiple locations, when applicable). The L4 Department Manager supports their department team members through routine and consistent check-ins and works to ensure the company’s and department’s quarterly goals and company mission, vision, core values, and core focus are met.

The L4 Manager is expected to support all staff as necessary, regardless of department, and act as a leader for the company at all times. The L4 Manager reports to the General Manager (L5) and works alongside the L4 Manager Team to help guide the strategic direction of the location and company during regularly scheduled meetings.

• Provide client-facing, direct revenue-generating services for your department. This could include, but is not limited to, one on one client sessions in your discipline, clinic and/or gym hours, working at events (I.e. races, health fairs, etc.), giving seminars or presentations, or otherwise participating in company-sanctioned events.
• Ensure day-to-day operations of your department run smoothly. Actively anticipate problems that may arise. Address issues immediately and efficiently, keeping ideal solutions for both staff and clients in mind.
• Ensure department staff has everything they need to do their jobs well (I.e. inventory, equipment, etc.).
• Create a development plan for the staff in your department (L1, L2, and L3), and use it to manage, guide, mentor, and develop these individuals, following company guidelines for appropriate time investment in staff (see below).
• Perform routine meetings, performance reviews, and annual reviews with the staff in your department with the intent to support their progress in personal and professional goals. (See company guidelines for appropriate time investment in staff below.)
• Perform routine service provision and skill audits for staff in your department. If a staff member does not meet audit expectations, work with the L3 Assistant Manager (if applicable) to create a development plan and clear performance expectations.
• As appropriate and relevant, and following company guidelines, approve, plan and/or deliver continuing education for your department staff.
• In coordination with the L3 Assistant Manager, organize and execute effective and productive team meetings within company meeting guidelines. Department meetings should occur twice quarterly, taking place during the 1st and 3rd month of each quarter.
• Actively participate in and contribute to all appropriate team meetings (both as a leader and as an attendee). This includes (as appropriate) sharing your thoughts, opinions, knowledge, context, and relevant department statistics, analytics, and goal outcomes.
• Work directly with the L5 General Manager (and with the L4 Manager Team, as appropriate) to identify department-specific goals to grow your department, as well as determine appropriate methods to measure progress towards desired outcomes. You are accountable to the results of creating, managing, and implementing department strategies to achieve company and facility goals.
• Determine appropriate methods to report and present progress toward desired outcomes.
• Work directly with your L3 Manager(s) and L1/L2 staff to execute strategies to grow your department and meet or exceed goal outcomes.
• Hold L3 Manager(s) accountable (if relevant) to execution of strategies to meet goal outcomes. Provide support, guidance, and assistance to the L3 Manager(s) when needed.
• Working with Human Resources, assess and determine staffing requirements based on the evolving needs of the department. This includes participating in the assessment, interview, and recommendation of prospective team members (hiring process) for your department as necessary (and/or other departments, as necessary), probationary reviews, layoffs, and terminations.
• Provide new hire on-boarding and training as needed. This may be done in conjunction with the L3 Assistant Manager or by the L4 Manager, depending on department needs and structure.
• When necessary, working with HR and other appropriate Leadership, determine and follow through with disciplinary action for staff in accordance with company policy.
• Assess and recognize current team members who…