Head of Operations Management (m/w/d)

The Operations Manager, under the supervision of the Chief Operating Officer , is responsible for overseeing both front-facing customer interactions and daily operational functions at the Kaiserman JCC, ensuring a welcoming, efficient, and professional experience for members, guests, and staff. This role manages the Welcome D esk team, coordinates customer service operations, and supports the seamless integration of membership services, organizational scheduling, program registration, and facility operations.

As the JCC's CRM superuser, the Operations Manager oversees system utilization , troubleshooting, user support, and data integrity. Serving as a primary point of contact for the community, this individual plays a vital role in enhancing the member experience while supporting organizational effectiveness.

The Operations Manager also serves as the organization's central operational coordinator, monitoring daily programs, events, and facility activities to anticipate challenges and ensure departments remain informed and aligned. By facilitating communication across teams and resolving issues in real time, this role helps ensure the smooth delivery of programs, services, and events throughout the organization.

Operations & Member Experience

Oversee daily Welcome D esk operations, including member check-in, phone coverage, guest services, and inquiries, ensuring a welcoming and positive experience for members and visitors.

Hire, train, supervise, and schedule Welcome Desk staff while fostering a culture of excellent customer service and professionalism.

Serve as a key communication link between departments, members, and guests, ensuring accurate and timely information about programs, schedules, events, and facility updates.

Manage front office communications, including calls, emails, and in-person interactions, while assisting with membership services and account support as needed.

Monitor daily operations, proactively address issues, and collaborate across departments to ensure smooth program delivery and efficient organizational operations.

Serve as the primary CRM superuser (Amilia or equivalent )

Ensure accurate data entry for memberships, programs, and registrations

Train staff on CRM usage, updates, and best practices

Facility Scheduling & Rentals

Coordinate and support front facing and back-of-house aspects of facility rentals, contracts, and event logistics

Assist with maintaining building schedules in collaboration with Facilities and program staff

Support program registration processes both in-person and online

Support JCC efforts for hosting the 2027 JCC Maccabi games in Philadelphia

Collaborate with program managers to ensure accurate program setup in CRM systems

Assist members with website, account access, and registration navigation

2 + years of experience in customer service, hospitality, or front office operations

Strong technology skills with the ability to quickly learn and master systems (CRM experience preferred)

Bachelor's degree or equivalent experience preferred

Suite of benefits including medical, dental, vision, retirement, etc.

Free membership to the Kaiserman JCC , including summer swim

We are a vibrant Jewish Community, just a few miles from Center City Philadelphia. We are home to the award-winning Camp Kef summer day camp and one of the most respected preschool & kindergarten programs in the region.

The mission of the Kaiserman JCC is to ensure a welcoming and inclusive environment where Jewish values inspire excellent social, recreational, educational, cultural, and humanitarian activities that embrace our identity and connection to Israel. The JCC is committed to serving our entire community and does not discriminate based on race, religion, sexual orientation or disability.

Since 1971, the Kaiserman JCC has worked to build a vibrant, inclusive, and supportive Jewish community and enhancing and deepening the commitment to Jewish philanthropy. We have also worked with people and partners across the region to nurture Jewish life and learning, help those in need and build connections with Israel and Jews around the world.

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