Wellness Program Manager

Playbook; Chicago (IL); On-site; USD 58,500 - 71,500; Full time

Benefits offered by this job

FREE employee-only medical coverage

4% employer 401(k) match

Access to on-site wellness center

Annual performance bonus up to $4k

Job summary

A leading wellness company in Chicago seeks a Wellness Visionary to lead a high-performance coaching team and enhance member experience in its wellness center. This role entails strategic oversight of programming, operational management for exceptional service standards, and fostering relationships with members to ensure engagement and retention. Ideal candidates should have experience in fitness leadership, hold relevant certifications, and possess a strong operational mindset. Competitive compensation along with generous benefits provided.

Qualifications

• 2+ years of experience in a fitness or wellness leadership role.
• Required certifications: Personal Training (NSCA, NASM, or ACE), CPR/First Aid, and Group Fitness certification(s).
• Comfort owning revenue targets and converting complimentary sessions into paid services.

Responsibilities

• Lead a high-performance lifestyle coaching team.
• Manage operations of the wellness center to five-star hospitality standards.
• Drive member engagement and retention through personal training and programming.

Skills

Fitness leadership

Personal training

Group fitness instruction

Relationship management

Operational excellence

Education

Associate or Bachelor degree in Exercise Science or Kinesiology

Tools

Membership management systems

Wellness platforms

Job description

Salary & Compensation

Salary Range: $65K + 40% commission on training sessions and up to a $4k annual performance bonus.

Benefits

Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and full access to the on-site wellness center. Other incredible benefits HERE.

Location

Location: Chicago, IL (West Loop). We will share specific details as soon as we can!

Work Hours

Work Hours: Monday-Friday between 7:00am - 3:00pm with flexibility required depending on site needs.

Reports To

Reports to: Client Operations Manager

Your Mission

Your Mission:

WELLNESS VISIONARY

You are the catalyst for a high-performance lifestyle, delivering a sophisticated fitness experience that serves as the crown jewel of the site’s amenities. Your mission is to lead an elite coaching team and design inclusive, goal-oriented programming that inspires members to reach their peak. Through a relentless focus on high-touch service and revenue-driven strategy, you ensure the wellness center is a premier destination for health and community.

Your Focus

As the driving force behind the site’s longevity culture, your focus is to deliver a sophisticated, high-touch wellness experience that goes far beyond a standard gym floor. You will lead the development of elite fitness programming and personal training services while directly managing a team of coaches to ensure every member interaction is personalized and goal-oriented. By blending operational excellence with revenue-driven strategy, you transform the wellness center into a premier amenity that fuels member retention and showcases the building’s commitment to a holistic lifestyle.

Outcomes You'll Deliver

Strategy, Programming & Brand Vision

• Strategic Oversight: Own the long-term vision and calendar for site programming, ensuring all offerings promote community connection, productivity, and longevity.
• Program Development: Define service standards, schedules, and program descriptions that are inclusive, high-quality, and aligned with the specific needs of the demographic. Maintain class attendance targets of 60% capacity or higher and ensure programming reflects member engagement data and preferences.
• Brand Activation: Plan and execute signature initiatives and "surprise and delight" moments that showcase the facility’s amenities and support broader business growth or retention goals. Incorporate wellness-driven events, pop-ups, and themed challenges that extend beyond the wellness center to drive engagement across the property.
• Stakeholder Alignment: Serve as the primary point of contact for high-level requests, leading intake meetings to clarify vision and ensuring all programming aligns with ownership expectations.

Operational Leadership & Execution Excellence

• Operational Readiness: Own the day-to-day "floor-ready" standards of the facility, ensuring all spaces are properly planned, staffed, and maintained to consistent five-star hospitality standards. Oversee daily operations including opening/closing procedures, equipment care, towel and laundry management, locker room restocking, and maintaining a clean, safe, and welcoming environment.
• Workflow & Documentation: Develop and maintain "run-of-show" frameworks, internal communications, and standard operating procedures (SOPs) so all teams remain aligned on timing and expectations.
• Resource & Staff Management: Build staffing schedules and provide clear direction/prioritization to coordinators or coaches to ensure execution aligns with quality standards and security protocols.
• Issue Resolution: Serve as the primary escalation point for real-time operational challenges, making decisive adjustments that protect the user experience and ensure smooth delivery.

Relationship Management & Performance Tracking

• High-Touch Hospitality: Lead relationship management by learning user needs, tracking goals, and delivering anticipatory service that achieves top-tier satisfaction and retention rates. Consistently build member relationships by learning names, tracking goals, and following up to drive engagement and long-term retention.
• Revenue & Performance Growth: Own site-specific revenue targets (such as booking goals or service conversions) and manage the associated annual budgets to ensure fiscal responsibility. Deliver approximately 10–15 personal training sessions per week while maintaining strong conversion of complimentary sessions into paid packages and supporting overall service revenue goals.
• Data-Driven Optimization: Utilize technology platforms to track attendance, engagement, and feedback; use this data to demonstrate impact and inform future business decisions. Ensure accurate enrollment, reporting, and performance tracking through membership management systems and wellness platforms.
• Growth Support: Actively support business development and leasing tours by clearly communicating the value of the space and services to prospective clients, members, or partners. Assist with wellness center tours and clearly articulate amenity offerings and private services to prospective tenants and partners.

Requirements

• 2+ years of experience in a fitness or wellness leadership role
• 2+ years of hands‑on experience in both personal training and group fitness instruction
• Required certifications: Personal Training certification (NSCA, NASM, or ACE), current CPR/First Aid, and Group Fitness certification(s)
• Associate or Bachelor degree in Exercise Science or Kinesiology preferred but not required.
• Proven ability to deliver personal training and group fitness programming that drives member engagement and retention
• Comfort owning revenue targets and converting complimentary sessions into paid services
• Proficient in scheduling, membership management, and performance tracking systems
• Flexible availability, including early mornings, evenings, and occasional on‑site events
• Strong ownership mindset with the ability to operate independently in a fast‑paced environment

Key Competencies

• Architect of Atmosphere: You don’t just open a door; you set a stage. Your elite eye for detail ensures every square foot of the facility is five-star ready at all times. You take pride in the reveal by ensuring that the moment a guest walks in, they experience a space that is flawlessly curated and operationally perfect.
• Community Visionary: You design high-impact calendars and signature programs that transform a physical location into a destination. Whether engineering a fitness challenge or a networking mixer, you possess the strategic foresight to build schedules that drive massive engagement and long-term loyalty.
• Relationship Powerhouse: You are the face of the brand. Your concierge-level intuition allows you to anticipate needs before they are voiced. From leading high‑stakes intake meetings to coaching a member through their journey, you build deep trust‑based relationships that turn standard users into passionate brand advocates.
• Fearless Fixer: You are the calmest person in the room when the stakes are highest. When a technical glitch or a scheduling conflict disrupts the floor, you step in with decisive real‑time solutions. You possess the grit and the grace to pivot instantly, protecting the guest experience and ensuring the show goes on without a hitch.
• Synergy Specialist: You are the bridge between vision and execution. You know how to rally a diverse group of operators, brokers, and local partners to create a unified experience. You understand that the best results happen at the intersection of different departments and you are the catalyst that makes those partnerships flourish.

Our Core Values

Playbook's culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!

A Quick Note About Salaries

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.