Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions.
The Customer Success Leader is responsible for developing, optimizing and overseeing a centralized support team designed to deliver a high-quality experience for PGA Coaches and consumers. The role will embody the voice of the PGA of America in a professional, thoughtful, and effective manner.
RESPONSIBILITIES (Specific areas of responsibility include but are not limited to):
Leadership & Strategic Development:
Manage a team of one specialist, initially
Lead and coordinate a cross-functional support team across multiple PGA departments.
Collaborate with product teams to improve the PGA Coach platform and services based on customer feedback by collecting and presenting insights for product enhancements.
Establish Customer Success Experience reports and analytics on Key Performance Indicators and present insights to senior management to help inform strategic decisions
Develop and implement efficient workflows that enhance service delivery through tools like Intercom, ensuring seamless interaction for coaches and consumers.
Strategize and manage short-term contract labor to assist with operational tasks.
Operational Management:
Directly manage inbound queries and support requests across multiple digital channels, ensuring timely and effective responses to enhance the coach and consumer experience.
Undertake a range of tasks such as managing digital platform operations, supporting product lifecycle needs, and facilitating consumer interactions.
Oversee daily support operations, ensuring team performance aligns with organizational standards of service delivery and professionalism.
Process Enhancement:
Innovate with automated systems and continuous feedback loops to drive service efficiency and process improvement.
Create detailed documentation and knowledge resources to facilitate coach's usage of support services.
Collaborate with other departments to enhance process workflows and strengthen cross-functional operations.
Consumer and Coach Experience:
Analyze support metrics and voice of customer data to derive actionable insights that improve engagement and satisfaction levels.
Formulate and implement strategies to proactively engage coaches and consumers, improving retention and satisfaction rates.
SHARED VALUES:
Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values challenges and opportunities impacting you and your team. Keep Leadership aware of the pulse of the workforce; recognizing, discussing, and addressing any cultural concerns.
INCLUSION STATEMENT:
Contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive.
SUPERVISION:
This is a supervisory position responsible for the performance management and hiring of employees within the department.
FINANCIAL RESPONSIBILITY:
Assist with the development of the annual budget for the Player Engagement department.
EDUCATION AND EXPERIENCE:
Bachelor’s Degree (B.A.) in sports management, business, professional golf management, marketing or an equivalent combination of education, training, and experience.
Five years’ experience in consumer support/engagement, program management, or golf industry, PGA of America and/or PGA Section operations.
Two years team management experience.
PGA of America Golf Professional preferred
SKILLS, KNOWLEDGE AND ABILITIES:
Must have knowledge of youth sports and golf industries. Strong interpersonal skills and proven ability to build relationships with golf/sports industry organizations. Skills in active listening to ensure mutual understanding through effective questioning, and maintaining professionalism in all communications. Skills in deconstructing problems into fundamental components to facilitate understanding and solutions. Ability to analyze problems effectively and apply logical reasoning to arrive at solutions. Ability to consider complex situations from a broader perspective and identify interconnections. Working knowledge of Gmail, Google Drive, Google Sheets, and Google Docs. Basic fluency in artificial intelligence (AI) tools and concepts. This includes using AI to enhance business operations and drive innovation, enabling us to better serve our Members and stakeholders.
Ability to travel up to 10%.
This position is not eligible for immigration sponsorship.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, gender identity or expression, marital or familial status, genetic information or any other characteristic protected by federal, state or local law. In addition, to ensure full equality of opportunity in all operations and activities of the organization, every staff member employed by the PGA shall be selected under fair employment procedures that provide equal employment opportunities to all people. DFWP.
