Customer Experience Manager

Keystone Science School; Keystone (CO); Hybrid; USD 58,000 - 65,000; Full time

Benefits offered by this job

PTO & holidays

Medical + Dental + Vision

401(k) with 3% match

EAP

Hybrid work model

Staff lunches

Disability & life insurance

Ski pass discounts

Job summary

Keystone Science School in Colorado is seeking a Customer Experience Manager to lead a team of CX Specialists, oversee registration systems, and enhance participant and family communications across summer programs and year‑round offerings.

You will partner with marketing and programs, analyze customer data, and drive growth and efficiency while ensuring compliance with licensing and safety requirements.

Qualifications

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

Responsibilities

• Oversee and refine customer-facing systems, processes, and communications.
• Track and analyze customer experience data to identify pain points and improvements.
• Develop outreach plans to engage local and extended communities.
• Collaborate with marketing to align website content with customer needs.
• Work with program managers to enhance participant experience and program execution.
• Lead CX team in registration systems and workflows.
• Improve department systems, processes, and workflows.
• Monitor summer program revenue and support enrollment goals.
• Assist in direct sales to increase enrollment; train CX Specialists.
• Develop strategic plan for optimizing the KSS School Store.

Skills

Communication

Customer service

Mentoring staff

Multitasking

Problem solving

CRM proficiency

Education

Outdoor education experience

K-12 science education familiarity

Tools

CRM systems

Data management tools

Job description

Job Title: Customer Experience ManagerCompensation: $58,000.00 - $65,000.00Housing: NoEmployee Classification: Full-time, Year-roundReporting to: Director of ProgramsDirect 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 ManagementOversee 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 GenerationMonitor 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 ManagementMaintain 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.SkillsExceptional 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 RequirementsDexterity, 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 AreKeystone 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 programs—including summer camps, school-based learning, and outdoor education—promote 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 StaffAt KSS, our staff are essential to our mission. We are proud to offer rewarding benefits including professional development opportunities and those listed below.Paid time off including PTO, sick leave, and holidaysComprehensive medical, dental, and vision insurance401(k) with 3% Employer MatchEmployee Assistance Program (EAP)Hybrid work optionsWeekly staff lunchesShort and long term disability (STD/LTD), Paid Family Medical Leave and life insuranceOutdoor retailer discounts and discounted ski pass opportunitiesWork Schedule and EnvironmentThis 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 OpportunityKeystone 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.