Program Communications Manager

About the Role

We're looking for someone who loves creating exceptional member experiences and has outstanding communication skills. This is a unique role that combines hospitality, writing, collaboration, and innovation.

You'll become an expert on the many programs that make Lakeshore Sport & Fitness special—from youth camps and swim lessons to fitness programs, events, and family activities. As you learn how each department serves our members, you'll help build a smarter communication experience by teaching an AI assistant how to answer questions just as a knowledgeable Lakeshore team member would.

This is not a technical or IT position. Think of yourself as a coach and editor. You'll help the AI learn by reviewing conversations, improving responses, and making sure every email reflects the warmth, professionalism, and hospitality our members expect.

Because the best communication comes from truly understanding the member experience, you'll spend time with departments throughout the club, participate in programs, and regularly interact with members and staff.

What You'll Do

• Become an expert on Lakeshore's programs, services, and member experience.
• Build relationships with department leaders to understand how each area of the club operates.
• Write and edit member communications that are clear, friendly, and helpful.
• Review AI-generated email responses and teach the system how to communicate in the Lakeshore voice.
• Help organize information so members receive consistent and accurate answers.
• Test new communication workflows and suggest ways to improve the member experience.
• Spend time throughout the club learning firsthand about programs, events, and member interactions.
• Help ensure every member communication reflects Lakeshore's high standards of hospitality.

What We're Looking For

• A people person who enjoys building relationships.
• Excellent written communication skills.
• Curious, organized, and detail-oriented.
• Excited to learn new technology and comfortable trying new software.
• Passionate about creating exceptional customer experiences.
• Able to juggle multiple projects and departments.
• Self-motivated and eager to learn.
• Someone who gets excited about understanding how every part of the club works.

You Do NOT Need

• A computer science degree.
• Coding or programming experience.
• An IT background.
• Experience working with AI.

If you're excited about technology but your real strength is communicating with people, we'd love to teach you the rest.

Why You'll Love This Role

Every day is different. One morning you might be learning about youth camps, in the afternoon working with the fitness team, and later helping improve how members receive answers about an upcoming event.

You'll become one of the people who understands every corner of the club while helping build a communication experience that serves thousands of members. If you're naturally curious, enjoy working with people, and love finding better ways to deliver great service, you'll thrive here.