Director of Membership & Club Operations

JTCC is a premier nonprofit tennis organization serving junior athletes and families across Maryland, Virginia, and Florida. The Director of Membership Experience & Club Operations is responsible for the day-to-day quality of every member, family, and guest interaction across our facilities, from the moment someone walks through the front door to the condition of the courts and common areas they use.

This role owns membership experience, front desk operations, pro shop retail sales, and facilities management, and is accountable for ensuring every touchpoint reflects JTCC's standard of service and excellence.

This is a hands-on operational leadership role reporting directly to the COO. The Director serves as the connective tissue between departments, ensuring frontline teams, facilities, and retail operations work in alignment with organizational priorities.

• Own the end-to-end membership lifecycle, including onboarding, renewals, retention, and member communications
• Establish and maintain consistent service standards across all member touchpoints
• Monitor member satisfaction and feedback, and act on trends to reduce attrition
• Partner with programming and sales teams to ensure a seamless handoff between prospective member inquiries and active membership
• Serve as an escalation point for member concerns, resolving issues quickly and professionally
• Manage front desk and office staff, including hiring, training, scheduling, and performance management
• Set and enforce standards for greeting, check-in, phone, and email responsiveness
• Ensure front desk staff are equipped to handle membership, scheduling, and billing questions accurately
• Conduct regular audits of the guest and member arrival experience across all sites
• Oversee day-to-day pro shop operations, including staffing, merchandising, and customer service
• Manage inventory, vendor relationships, and purchasing to meet sales and margin targets
• Set and track pro shop sales goals, and report performance against targets
• Ensure point-of-sale systems and stringing/service operations run smoothly and accurately

• Ensure courts, common areas, and facilities meet the highest standard of cleanliness, safety, and organization
• Conduct regular facility inspections and coordinate preventive and corrective maintenance
• Manage relationships with facilities vendors and contractors, ensuring performance meets contract terms
• Partner with the COO on capital improvement projects, including coordination during the College Park expansion

• Provide day-to-day leadership, coaching, and performance management for front desk, facilities, and pro shop staff
• Standardize processes and workflows across departments and sites to ensure consistency
• Identify and resolve operational issues before they affect the member experience
• Collaborate with the COO on operational budgets for the areas of oversight

• 5+ years of experience in a customer-facing operations leadership role, ideally in a club, hospitality, fitness, or membership-based organization
• Demonstrated experience managing retail sales operations, including inventory and vendor management
• Experience overseeing facilities or building operations, including vendor and contractor management
• Track record of managing and developing frontline teams
• Comfortable working across multiple sites and adapting standards consistently
• Proficiency with membership management software and point-of-sale systems, or ability to learn quickly
• Bachelor's degree preferred, or equivalent professional experience

This role will be working onsite at our JTCC headquarters in College Park, MD. Working hours will algin with core business hours with regular evening and weekend availability required.

This salary range for this role is $75,000 - $95,000 and is eligible for a bonus. Final compensation will be determined based on factors include candidate qualifications, experience, education, skills and internal equity.