Head of Member Experience & Events

Dominique Dawes Academy; Ashburn (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Dominique Dawes Academy is seeking a proactive Member Experience Lead to oversee the family journey from inquiry to enrollment. You will lead the Member Experience Associates, shape front desk operations, and plan events and showcases to reflect the academy’s mission.

Reporting to the General Manager, you will own the member journey, resolve family concerns, and partner with leadership to continuously improve service quality and enrollment outcomes.

Qualifications

• 3+ years in customer service or related field.
• 2+ years in supervisory/leadership roles.
• Experience planning or executing events or programs.
• CPR/AED and First Aid certification required or obtainable after hire.

Responsibilities

• Lead the Member Experience team, scheduling, onboarding, training, development, and performance feedback.
• Serve as the primary escalation point for family concerns requiring management resolution.
• Own front desk operations, data systems, and reporting standards across shifts.
• Monitor enrollment, retention, and customer satisfaction metrics; partner with GM to improve service and performance.
• Set standards for family communication, inquiry response, and tuition/fee processing.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Serve as the Manager on Duty for shifts/events, providing on-site leadership.
• Lead on-site execution of parties, events, and showcases with staffing and logistics.
• Lead in-person experience for first-time students with leadership team to ensure welcoming, personalized experiences.
• Identify and implement improvements to the member experience journey from inquiry to enrollment.
• Demonstrate positive, solutions-oriented attitude aligned with academy values.

Skills

Leadership

Communication

Customer Service

Time Management

Event Planning

Education

High school diploma

Associate degree preferred

Bachelor's degree preferred

Tools

Enrollment Systems

Office Suite

Job description

Dominique Dawes Academy is seeking a proactive Member Experience Lead to oversee the family journey from inquiry to enrollment. You will lead the Member Experience Associates, shape front desk operations, and plan events and showcases to reflect the academy’s mission.

Reporting to the General Manager, you will own the member journey, resolve family concerns, and partner with leadership to continuously improve service quality and enrollment outcomes.