Premium Services Manager: Customer Experience Leader

Midwest Shooting Center; Pittsburgh (Allegheny County); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee discounts

Career growth opportunities

Job summary

Midwest Shooting Center is seeking an Assistant General Manager for Premium Services to lead member care, onboarding, and training client experiences. You will coach staff, ensure accuracy, responsiveness, and retention, and partner with Sales and Range teams to deliver exceptional service.

This full-time role offers $50,000–$60,000 base with performance incentives, comprehensive health benefits, employee discounts, and opportunities for career growth within a rapidly expanding company.

Qualifications

• Experience leading front-line service staff.
• Strong communication and empathy with customers and members.
• Ability to manage multiple priorities in a fast-paced setting.
• Proven coaching and development of team members.

Responsibilities

• Oversee all account management processes including onboarding, freezes, payments, delinquency, cancellations, and renewals.
• Manage the training client experience, ensuring sessions are scheduled, delivered, and supported effectively.
• Coach and support instructors to uphold safety, consistency, and professionalism in every training session.
• Respond quickly to member inquiries and concerns, providing proactive and professional solutions.
• Track and analyze key metrics such as retention, delinquency, and satisfaction to identify improvement opportunities.
• Drive member retention and satisfaction through exceptional service standards.
• Partner with Sales and Retail/Range teams to ensure smooth handoffs and cross-department collaboration.
• Conduct regular team meetings, performance reviews, and service audits to maintain accountability and alignment.

Skills

Customer-service orientation

Excellent communicator

Problem-solving

Team coaching

Job description

Midwest Shooting Center is seeking an Assistant General Manager for Premium Services to lead member care, onboarding, and training client experiences. You will coach staff, ensure accuracy, responsiveness, and retention, and partner with Sales and Range teams to deliver exceptional service.

This full-time role offers $50,000–$60,000 base with performance incentives, comprehensive health benefits, employee discounts, and opportunities for career growth within a rapidly expanding company.