Front Office Director at Gymkhana in Pittsburgh, PA

POSITION SUMMARY The Front Office Director leads the daily operations of Gymkhana’s Front Office by creating an exceptional experience for every family while developing and supporting the Front Office team. This position is responsible for overseeing customer service, staff development, operational consistency, and administrative excellence across the Front Office. Working closely with the Location Manager and other Program Directors, the Front Office Director serves as the leader of the Front Office team, ensuring employees are trained, supported, and held accountable while maintaining Gymkhana’s high standards of professionalism and customer care. PRIMARY RESPONSIBILITIES • Lead and develop the Front Office team through coaching, mentoring, and ongoing support. • Oversee the daily operations of the Front Office and ensure efficient, consistent service. • Assist in training, onboarding, and evaluating Front Office staff. • Ensure every family receives exceptional customer service from their first interaction through ongoing participation. • Assist families with registrations, account questions, payments, and program information when needed. • Resolve customer concerns professionally and support staff in handling challenging situations. • Develop and maintain Front Office procedures, expectations, and operational standards. • Assist with conducting regular team meetings, one on one coaching sessions, and performance evaluations. • Collaborate with the Location Manager, Program Directors, and leadership team to ensure strong communication and operational consistency. • Monitor Front Office performance and identify opportunities to improve efficiency, organization, and the overall customer experience. • Assist with special events, seasonal registration periods, and other operational projects as assigned. • Lead by example by demonstrating professionalism, accountability, and Gymkhana’s core values. WE’RE LOOKING FOR SOMEONE WHO… • Demonstrates exceptional leadership and professionalism. • Builds positive relationships with staff, families, and fellow leaders. • Communicates clearly, confidently, and respectfully. • Is highly organized and detail oriented. • Takes initiative and looks for opportunities to improve processes. • Is comfortable coaching employees and holding team members accountable. • Thrives in a fast paced environment while managing multiple priorities. • Represents Gymkhana’s values in every interaction. SCHEDULE EXPECTATIONS • Minimum 25 hours per week. • Must be available to work a combination of daytime, evening, and weekend hours. • Schedule flexibility is required to meet the needs of the Front Office and support staff.