About Keystone Science School

With the outdoors as a backdrop for learning, Keystone Science School inspires curiosity and critical thinking through the lens of science to change lives and strengthen communities. KSS offers a variety of adventure and traditional camp activities within a structured environment designed to allow each camper and participant to understand their potential. In all programs, campers and participants will create lifelong friendships, explore and learn about the natural world, and gain leadership and wilderness skills. For more information go to keystonescienceschool.org

With a staff that cares deeply about social justice and racial justice, we believe that diverse perspectives and backgrounds create a rich work environment and enhance our ability to pursue our mission. We are committed to building an organization with raised consciousness in order to impact how we work with clients, as well as how we work together as a team.

Position Overview

The Customer Experience Manager is responsible for the creation and implementation of an amazing customer experience for all KSS programs. This is a supervisory role that works with a team of bilingual Customer Experience and Sales Specialists which adjusts in size throughout the calendar year. Together, this team is responsible for all client communication, managing administrative systems programs such as contract creation, tracking accounts receivable, tracking of program-specific paperwork, and supporting the direct sales of outdoor education programs. A successful Customer Experience Manager is able to work independently, is a master problem solver, a quick learner, detail-oriented, and excited to creatively steer clients along all steps of the customer journey.

The job duties of this position are performed personally, in cooperation with your supervisor, and/or in coordination with other staff. Additional work functions and duties may be assigned.

Job Duties

Customer Experience Management

• Track and monitor the customer experience across program areas;

• Oversee all customer-facing systems, processes, and communication;

• Implement data collection and feedback from customers to refine systems and streamline processes (both electronically as well as in-person);

• Create and refine an overall KSS Customer Journey, identifying and eliminating pain points and obstacles;

• In partnership with the Marketing team, identify necessary website, blog, and design information for customers;

• Create and execute outreach plans for local and other communities and partnerships;

• Partner with Program Managers to ensure all students, campers, and teachers are well-informed and have a positive customer experience;

• Work with Customer Experience Specialists to create and execute registration processes, systems and software;

• Plan and create a department strategy to improve systems and processes for the department;

• Assist in the creation and execution of the Customer Experience department budget.

Program Revenue Generation

• In partnership with the program team, monitor the revenue from summer programming and assist with creation and execution to increase revenue and meet budgeting goals.

• In partnership with the program team, support in implementing a direct sales strategy;

• Support Customer Experience Specialists in selling summer programs over the phone, via email, electronic chat, etc;

• Develop and implement a strategic plan for the KSS School Store.

Administrative

• Track and report information for all fee-for-service revenue;

• Extract and process participant data and provide it to requesting departments;

• Purchase inventories for the School Store, technology for the CX team, and office supplies for the CX team;

• Submitting Payroll and Credit Card allocations in a timely manner;

• Monthly review of organizational financials;

• Work with the safety committee to uphold risk management practices and Colorado licensure.

• Work with the manager and director teams to provide leadership and communication to the organization;

• Ensure the administrative portion of Colorado childcare licensing rules and regulations are being met and upheld;

Supervision

• Effectively supervise and manage direct reports and provide, by example and leadership, motivation and direction to employees of the organization.

• Carry out supervisory responsibilities in accordance with the organization's policies and applicable state and federal employment laws.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices under the direction of the HR Director and CEO, addressing complaints and resolving problems.

• Conduct annual employee performance reviews in a timely and effective manner. Evaluate the performance of employees for compliance with established policies and objectives of the organization and contributions in attaining objectives.

• Set the tone of the department to ensure morale and teamwork, and that the positive employment culture of the organization is maintained.

• Regularly schedule leadership/management, department, and staff 1:1 meetings to provide leadership, development, and a forum for communication to ensure coordination and collaboration in meeting organization and individual goals.

Professional Performance

• Adhere to all Personnel Policies and Procedures for the organization.

• Maintain professional standards of performance, demeanor, and appearance at all times; act as a “role model” both at and away from the organization.

• Maintain a creative, team-building approach to job performance and seek to bring a constructive, problem-solving orientation to all tasks.

• Perform all tasks and responsibilities with attention to detail and in a complete and timely manner, complying with organization policies and standards and conforming to the scheduling requirements of the job and program.

• Maintain an awareness of the organization’s mission and work to promote the positive individual and social change goals it embodies.

• Exercise discretion and professional judgment at all times keeping with the responsibilities carried personally and by the organization for the care and welfare of the clients; act with honesty and integrity in all aspects of the organization's business.

• Actively strive to upgrade professional skills through engaging in appropriate professional training and experience.

• Actively strive to create and maintain a culturally sensitive, justice-centered and appropriate environment through communication and interaction that demonstrates respect for diversity, socio-economic and cultural differences and that fosters a work environment where people from all backgrounds are welcomed and valued.

Other duties may be assigned

• Minimum of 1 year experience in a high-level customer service position, sales, or marketing which can include direct sales, retail sales, or non-profit development;

• Minimum of 2 years experience managing staff;

• Superior customer service skills, with the ability to creatively solve problems and think 'outside the box;

• Strong work ethic and will work until the job is complete;

• Motivation to contribute positively to the KSS at-large community;

• Ability to work a flexible schedule, including days, nights, and weekends;

• Ability to work in a busy environment with many distractions;

• Have an interest in, respect for, and ability to work with children.

• Excellent written and verbal communication skills including writing and report development.

• Ability to implement the organization's vision, mission, values, and strategic plan.

• Ability to handle multiple tasks and assess and change priorities based on organizational needs.

• Strategic thinker who communicates professionally and effectively with diverse staff, volunteers, donors, prospects, and community stakeholders.

• Ability to maintain consistent exercise of discretion and confidentiality in the performance of duties.

• Ability to work with a high degree of autonomy, and initiative and exercise personal judgment in a fast-paced environment with a strong sense of humor and integrity.

• Superior skills to organize, plan, and execute the full scope of required programs.

• Knowledge of outdoor education and K-12 science education is desirable.

• Candidates must be 21 years of age and possess a Colorado driver’s license, meet extensive background check criteria and criteria regarding clearance to drive KSS vehicles.

Work Schedule

This is a full-time, year-round position. The typical work schedule in the School Year (Mid-August to mid-May) is Monday – Friday between 8:00 am – 5:00 pm and some weekends and/or evenings to support the needs of the organization. During the summer season (Mid-May to mid-August) the schedule will require a flexible schedule, that may include days, nights, and weekends.

Work Environment

This position requires the employee to work in close contact with their teammates. The office space is small and the employee must have the ability to stay focused while others are working in close proximity. The noise level in the work environment is usually moderate but varies seasonally due to programs and staffing on campus. The work environment characteristics described here are representative of those that must be met by an employee while performing the essential functions of this job.

This position may require traveling to off-site programming locations. In most situations, KSS will provide transportation to off-site programming locations. However, staff may be asked to use personal vehicles to travel within Summit County. Any travel mileage in personal vehicles outside Summit County may be reimbursed.

Salary

The salary range for this position is $57,000 - $63,000 annually. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, and performance.

KSS provides a comprehensive benefits plan including employer-sponsored medical and dental benefits, employer-paid life insurance and disability benefits, paid vacation, paid sick leave, and paid holidays and employees may participate in the 401k retirement plan. Benefit eligibility varies depending on your employment status and the number of hours you are regularly scheduled to work.

Physical Requirements

• Dexterity, auditory and visual acuity to operate computers and phones or mobile devices.

• Auditory and visual acuity to interact with guests, sponsors, donors, and clients on a daily basis.

• Able to work for long periods of time without a break during the conduct of presentations and events.

• Able to lift 25 lbs. with minimal assistance.

• Able to work outside year-round in varying conditions.

• Able to successfully manage multiple, high-priority tasks in a fast-paced environment.