Program & Client Experience Manager

Program & Client Experience ManagerFastbreak Sports Family of Brands | New York CityThe Fastbreak Sports Family of Brands is seeking a high-level Program & Client Experience Manager to help lead operations, customer experience, enrollment growth, and day-to-day execution across our growing network of youth sports and enrichment programs throughout New York City.This is not a traditional sports management role.We are looking for a polished, proactive, relationship-driven leader who thrives in fast-paced environments, communicates with professionalism and confidence, and understands how to deliver a premium experience for families, athletes, and community partners.The ideal candidate combines operational excellence, hospitality-level customer service, emotional intelligence, and strong leadership skills with the ability to solve problems quickly and support multiple departments simultaneously.Candidates with backgrounds in hospitality, premium fitness, private education, youth enrichment, operations, or customer experience environments are strongly encouraged to apply.This role supports programming and experiences across the Fastbreak Sports Family of Brands, including Classes, Camps, Clinics, Leagues, Events, and Community Programming for:Fastbreak SportsBasketball Stars of New YorkHustle Girls AthleticsDowntown Wolves BasketballMetro United BasketballAbout UsThe Fastbreak Sports Family of Brands is one of NYC’s leading youth sports and enrichment organizations, serving families through basketball, multi-sport, camps, clinics, leagues, events, early childhood programming, and community-based experiences.Across our brands, we pride ourselves on creating organized, high-energy, hospitality-driven experiences for children and families throughout New York City.We are looking for proactive, team-oriented, solutions-driven professionals who are excited to help build exceptional experiences for NYC families and contribute to a growing organization with a strong community impact.What You’ll DoProgram Operations & LeadershipHelp oversee daily operations across programs, events, camps, clinics, and seasonal offeringsCoordinate staffing, scheduling, logistics, gym space, equipment, and program executionSupport operational structure, organization, and accountability across departmentsAssist with registrations, launches, evaluations, staffing coordination, and special projectsCustomer Experience & Family RelationsDeliver a high-touch, hospitality-first experience for families and participantsBuild strong relationships with parents, athletes, schools, and community partnersHandle customer concerns with professionalism, calmness, and solution-oriented communicationMaintain excellence across phone, email, text, and in-person interactionsHelp strengthen retention, loyalty, and long-term community engagementEnrollment, Sales & GrowthSupport enrollment growth and retention efforts across programsConduct outreach through phone, email, events, referrals, and community engagementIdentify opportunities for renewals, upselling, and cross-program participationAssist with promotions, follow-up systems, and customer engagement initiativesCommunity & Brand RepresentationRepresent the Fastbreak Sports Family of Brands professionally throughout the NYC communitySupport school partnerships, outreach events, and local activationsHelp strengthen brand awareness and community relationships across multiple programsWho Thrives In This Role - This role is ideal for someone who:Remains calm and professional under pressureCommunicates with confidence and emotional intelligenceEnjoys building relationships and solving problemsThrives in fast-paced, high-expectation environmentsTakes ownership and operates with urgencyBalances warmth, professionalism, and accountabilityEnjoys both leadership and hands-on executionQualificationsStrong background in operations, hospitality, customer experience, education, fitness, youth programming, or related fieldsExcellent communication and relationship-building skillsHighly organized with strong multitasking abilitiesComfortable managing multiple priorities simultaneouslyLeadership experience in fast-paced environments preferredExperience working with high-expectation clientele is a plusPrior experience in youth programs, camps, sports, hospitality, fitness, education, or premium service industries preferredSchedule Expectations - This role includes a combination of:WeekdaysEveningsWeekendsSeasonal peak periodsEvents and program supportFlexibility and responsiveness are important to success in this position.Compensation & Benefits$60,000–$90,000 annual salary based on experienceHealth, Dental & Vision Insurance401(k) with 3% Company ContributionPaid Vacation & Sick DaysCommuter Benefits ProgramLeadership growth opportunities within a rapidly growing organizationDynamic, team-oriented environment with strong community impactOpportunity to play a meaningful role in shaping programs, operations, and customer experience across multiple brandsWhy This Role Is Different - This role sits at the intersection of:OperationsHospitalityLeadershipRelationship ManagementYouth DevelopmentCustomer ExperienceYou will help shape the experience families have across the Fastbreak Sports Family of Brands every single day. We are looking for someone who cares deeply about professionalism, communication, organization, hospitality, and creating exceptional experiences for children and families throughout New York City.Application RequirementsTo be considered for this position, applicants must submit:A current resumeA personalized cover letter explaining why your background and experience make you a strong fit for this role and the Fastbreak Sports Family of BrandsA minimum of 3 professional references, including both phone number and email contact informationApplications without all required materials may not be considered.