Customer Experience Manager

Customer Experience Manager

Keystone Science School - Keystone, CO 80435

Overview

Salary Range $58,000.00 - $65,000.00 Salary Level Management Position Type Full Time Category Customer Service

Description

Job Title: Customer Experience Manager

Compensation: $58,000.00 - $65,000.00

Housing: No

Employee Classification: Full-time, Year-round

Reporting to: Director of Programs

Direct Reports: CX Specialists (Year-round and Seasonal)

Position Summary:

The Customer Experience Manager ensures a seamless and engaging journey for all Keystone Science School participants and participant families. Leading a team of Customer Experience Specialists, this role oversees client communication, registration systems, and key administrative processes.

Partnering closely with the marketing and program teams, the Customer Experience Manager refines customer-facing systems, collects and analyzes feedback, and ensures that all students, campers, and guardians receive timely and relevant information. Additionally, this position oversees the strategic planning and operations of the KSS School Store. Through leadership, collaboration, and innovation, the Customer Experience Manager helps drive growth, efficiency, and customer satisfaction at Keystone Science School.

The hiring salary range for this position is $58,000.00 - $65,000.00 annually. The final salary will be determined based on factors such as experience, qualifications, and internal equity.

Key Responsibilities

Customer Experience Management

• Oversee and refine all customer-facing systems, processes, and communications.
• Track and analyze customer experience data to identify pain points and implement improvements.
• Develop and execute outreach plans to engage local and extended communities.
• Partner with the marketing team to ensure website content and materials align with customer needs.
• Collaborate with program managers to enhance participant experience and ensure smooth program execution.
• Lead the Customer Experience team in developing and managing registration systems and processes.
• Establish and execute strategies to improve department systems, processes, and workflows.

Program Revenue Generation

• Monitor revenue from summer programming and support strategies to meet financial goals.
• Assist in implementing direct sales initiatives to increase program enrollment.
• Train and support Customer Experience Specialists in selling programs via phone, email, and chat.
• Develop and execute a strategic plan for optimizing the KSS School Store.

Data Management

• Maintain accurate tracking and reporting of all fee-for-service revenue.
• Extract and analyze participant data to support organizational decision-making.
• Manage purchasing for the School Store, technology, and office supplies.
• Ensure compliance with risk management practices and Colorado child care licensing requirements.
• Review financial reports and assist in budget planning for the department.

Qualifications

Skills

• Exceptional customer service and relationship-building skills.
• Strong written and verbal communication.
• Experience managing and mentoring staff.
• Ability to multitask, stay organized, and manage details.
• Problem-solving and adaptability in a fast-paced environment.
• Experience with direct sales strategies and customer engagement.
• Proficiency in CRM systems and data management tools.
• Ability to track customer interactions, financial transactions, and program registrations.
• Preferred - Experience with camp registration processes.
• Preferred - Experience working in Asana and Campsite.

Education, Experience, and Certifications:

• Minimum of 1 year of experience in customer service, sales, or marketing (including direct sales, retail sales, or nonprofit development).
• Minimum of 2 years of experience managing staff.
• Knowledge of outdoor education and/or K-12 science education.

Physical Requirements

• Dexterity, auditory and visual acuity to operate computers and phones or mobile devices.
• Auditory and visual acuity to interact with guests, sponsors, donors and clients on a daily basis.
• Able to work for long periods of time without break during the conduct of presentations and events.
• Able to lift 25 lbs. with minimal assistance.
• Able to successfully manage multiple, high priority tasks in a fast-paced environment.

Keystone Science School: Who We Are

Keystone Science School (KSS) ignites curiosity and critical thinking through hands-on, nature-based learning. Nestled at 9,200 feet in Colorado's Rocky Mountains, our 23-acre campus serves as a hub for immersive, inquiry-driven experiences. Since 1976, we have combined outdoor adventure with STEM education, empowering students, teachers, and communities. Our programsincluding summer camps, school-based learning, and outdoor educationpromote scientific exploration, leadership, and environmental stewardship. With log-style dorms, a dining hall, an outdoor amphitheater, and an observatory, KSS provides an inspiring setting for discovery.

Benefits for Year-Round Staff

• Paid time off including PTO, sick leave, and holidays
• Comprehensive medical, dental, and vision insurance
• 401(k) with 3% Employer Match
• Employee Assistance Program (EAP)
• Hybrid work options
• Weekly staff lunches
• Short and long term disability (STD/LTD), Paid Family Medical Leave and life insurance
• Outdoor retailer discounts and discounted ski pass opportunities

Work Schedule and Environment

This position primarily operates in an open office environment, typically from 9:00 AM to 5:00 PM, with flexibility based on events or business needs. KSS offers a hybrid work model, requiring in-office presence on Mondays and Tuesdays, with the option to work remotely two days between Wednesday and Friday.

Equal Employment Opportunity

Keystone Science School is committed to building a diverse, equitable, and inclusive community, and we seek to recruit, develop, and retain the most talented people from a wide variety of backgrounds. We prohibit discrimination and harassment of any type, without regard to race, color, national or ethnic origin, sex, gender identity or expression, sexual orientation, pregnancy, age, religion, disability, veteran status, genetic information, or any other characteristic protected by law.