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Director, Member Services Project Management
Equinox
New York, NY, United States
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Company Description
OUR STORY
We are a company with integrated luxury and lifestyle offerings centered on movement, nutrition and regeneration. In addition to Equinox, our other brands, Blink, Pure Yoga, SoulCycle and Furthermore are all recognized for inspiring and motivating members and employees to maximize life. Within our portfolio of brands, we have more than 170 locations within every major city across the country in addition to London & Toronto.
OUR CODE
We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness. We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it. We dream big and don’t settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results. We are obsessed with what’s new, what’s now, what’s next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We value humility and a team approach at every level of the company.
If you are a high performing individual who is passionate about winning and inspiring others then we are excited to discuss career opportunities with you.
Job Description
The Director is responsible for driving performance improvement within Membership Services to support the growth and evolving complexity of our business, as well as manage several departments within contract audit, billing and collections, compliance, finance and our call center. The Director will incorporate process oriented methodologies and data analytics to scope, assess and identify process improvement opportunities, assist in implementing change, and coordinate activities to obtain expected results and meet targeted performance metrics. The Director will also create tools to monitor and manage quality assurance strategies. The successful candidate will rely heavily on the ability to manage cross-functional teams and prioritize projects, derive strategic insights, and communicate findings and perspectives to all levels of the organization. The Director will report to the Senior Director, Membership Services.
RESPONSIBILITIES
• Assess, design and lead performance improvement initiatives in the Membership Services department
• Manage a team of 20+ individuals
• Build a comprehensive understanding of all processes within the Department, including contract audit, billing and collections, financial analysis, compliance and our call center, in addition to a deep understanding of our Club operations
• Lead project plans, ensuring timelines and milestones are set, and collaborate with multi-disciplinary teams to ensure goals are achieved
• Incorporate process-oriented methodology and data analytics into the development of detailed action items and project plans to monitor, track and trend the success of identified improvement initiatives
• Facilitate and lead meetings and workgroups in partnership with Field Operations and Technology stakeholders to discuss initiatives and strategize on improving and optimizing practice operations
• Identify, analyze and monitor key performance indicators (e.g., collections rate, time to complete) to determine improvement opportunities
• Build and promote positive relationships with all stakeholders; build relationships within the department and the field
Qualifications
• Bachelor’s degree required
• Eight years of progressively responsible performance management and process improvement experience, with at least two years of experience managing projects
• Demonstrated ability to identify opportunities for improvement and develop tools to improve quality and results
• Excellent management, analytical, organization and planning skills
• Qualified candidate must be able to effectively communicate with all levels of the organization, and have excellent oral, written and interpersonal skills
• Required proficiency in Office with excellence in excel
• Familiarity with other databases and analytic tools a plus
COMPENSATION AND BENEFITS
• Competitive Base Salary
• Complimentary Club membership
• Discounts on all Equinox products and services including Personal Training, Private Pilates, Spa services and Shop items
Additional Information
All your information will be kept confidential according to EEO guidelines.
Must have a legal right to work in the United States. While we appreciate every applicant’s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. EOE