Member Experience Lead

Dominique Dawes Academy; Rockville (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Dominique Dawes Academy in Rockville, MD seeks a Member Experience Lead to guide families from inquiry through enrollment, ensuring a warm, mission-aligned journey. You will lead the Member Experience Associates, set front desk standards, and oversee events and showcases on site.

In this role you’ll monitor enrollment metrics, provide coaching, and partner with leadership to continuously improve the family experience while upholding academy service standards and safety policies.

Qualifications

• 3+ years in customer service or related field.
• 2+ years of supervisory or leadership experience.
• Experience planning events or programs for customers.
• Experience in youth sports, recreation, education, or children's environments preferred.
• CPR/AED and First Aid required or obtainable after hire.

Responsibilities

• Lead recruitment, scheduling, onboarding, training, development, and performance feedback for the Member Experience team.
• Serve as escalation point for family concerns or complaints.
• Own front desk operations, data systems, and reporting standards across shifts.
• Monitor enrollment, retention, and customer satisfaction metrics and partner with GM to improve experience.
• Set standards for family communication, inquiry response, and tuition/fee processing.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Act as Manager on Duty for shifts/events, providing on-site leadership.
• Lead on-site execution of events and showcases with staffing and logistics.

Skills

Leadership

Customer service

Communication

Organization

Event planning

Staff coaching

Data reporting

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Office tools

Enrollment systems

Job description

Description

The Member Experience Lead is responsible for leading the member experience at Dominique Dawes Academy, ensuring every family interaction — from first inquiry through ongoing enrollment — reflects the academy's mission and standards. This role leads and develops the Member Experience Associates team, sets the standards and systems for front desk and family-facing operations, and owns the planning and on-site execution of parties, special events, and showcases.

Description

The Member Experience Lead is responsible for leading the member experience at Dominique Dawes Academy, ensuring every family interaction — from first inquiry through ongoing enrollment — reflects the academy's mission and standards. This role leads and develops the Member Experience Associates team, sets the standards and systems for front desk and family-facing operations, and owns the planning and on-site execution of parties, special events, and showcases.

Key Responsibilities

• Support recruitment and selection efforts, and lead the scheduling, onboarding, training, development, and performance feedback of the Member Experience team.
• Serve as the primary escalation point for family concerns or complaints requiring management-level resolution.
• Own front desk operations, data systems, and reporting standards, ensuring accurate and consistent record-keeping across shifts.
• Monitor enrollment, retention, and customer satisfaction metrics and partner with the General Manager to identify opportunities to improve the member experience and overall performance. .
• Set standards and provide guidance for family communication, inquiry response, and tuition/fee processing across the Member Experience team.
• Oversee scheduling and coverage for front desk and Member Experience functions.
• Serve as the Manager on Duty (MOD) for assigned shifts or events as needed, providing on-site leadership and responding to operational, staff, and family needs.
• Lead on-site execution of parties, special events, and showcases, coordinating staffing, logistics, and floor presence to ensure smooth and safe operations.
• Partner with the General Manager to plan and design the format and content of parties, special events, and showcases.
• Lead the in-person experience for first time students, partnering with the leadership team and staff to deliver a consistent, welcoming, and personalized experience for prospective families in alignment with academy service standards.
• Identify and implement improvements to the member experience journey, from first inquiry through ongoing enrollment.
• Demonstrate a positive, solutions-oriented attitude that aligns with the values of Dominique Dawes Academy.
• Perform other duties and special projects as assigned.

Core Competencies

• Strong leadership and team development skills.
• Exceptional verbal and written communication skills.
• High level of professionalism, patience, and attention to detail.
• Customer-focused with a passion for delivering outstanding member and family experiences.
• Strong organizational, planning, and problem-solving abilities.
• Ability to manage multiple priorities and remain composed in a fast-paced environment.
• Proficiency with office productivity tools, customer or enrollment management systems, and basic reporting and data systems. .
• Dependable, self-motivated, and collaborative..

Requirements

• High school diploma or equivalent required; associate's or bachelor's degree in business, hospitality, communications, or a related field preferred.
• 3+ years of experience in customer service, hospitality, recreation, retail, membership services or another customer-facing service environment. .
• 2+ years of supervisory or leadership experience, including experience scheduling, training, coaching, and providing feedback to staff.
• Experience planning or executing events, parties, programs, or other customer-facing experiences.
• Experience in youth sports, recreation, education, or children’s enrichment environments (preferred).
• CPR/AED and First Aid required, or ability to obtain within the required timeframe after hire.

Work Schedule & Environment

• Full-time, including afternoon, evening, and weekend shifts.
• Must be available during high-traffic times (e.g., class transitions, events, and peak seasons).
• Indoor work environment with regular interactions with children, families, and staff.

Physical Requirements

• Ability to work for extended periods at a computer and alternate between sitting, standing, and walking throughout the workday.
• Regular use of computers, phones, and other office equipment.
• Ability to occasionally lift and move office supplies, event materials, and equipment up to 25 lbs.
• Ability to communicate clearly and effectively by phone, email, and in person.

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.