Experience Operations Coordinator

The Experience Coordinator will be responsible for supporting the organization, development, and design of the holistic campus experience across all of IMG Academy’s product lines, including but not limited to those for students, campers, parents, employees, adult athletes, event participants and spectators, hotel guests and more. This person will also play a critical role in helping further the transformation of becoming an experience-first organization.    Day-to-day responsibilities will include supporting the Experienceteam withorganization-wide initiativessuch as an employee shadow program, an employee recognition program, assistwithand experience design work.t.  They will also support customer insights work with the design, training,and communication of surveys, as well as generaldepartment support.     Position Responsibilities  Coordinate the Executive Commitment program including employee shadows, executive huddles, employee recognition initiatives, and customer outreach.  Manage an internal staff portal for employee experience suggestions, a customer experience email inbox, and support Project Managers with communication to key stakeholders.  Assistwith the internal marketing of the MissionUCX(the campus’s formal experience program)brand across IMG Academy.   Day-to-day maintenance of the MissionUCX website and other engagement channels.  Support the Employee Experience Manager on key initiatives including employee recognition database management, rewards inventory, gift distribution, and more.  Support the Customer Success Manager in executing Service Recovery gift ordering and delivery.  Assist the Insights team with pre- and post-survey launch communications, survey engagement, incentive fulfillment, ad hoc research, and seasonal support.   Provide general supporttothe Campus Experienceteam across all experience-relatedinitiatives, projects, communications, and presentations.  Partner with key stakeholders across campus to ensure the organizational huddle strategy is being brought to life.  Assisttheteam withexperience design workshops, including advising ondevelopment of project timelines, aggregate and organize survey data,and coordinate & conduct student, parent,and employee interviews.   Support the Director of Experience Operationswith team-wide initiatives.  Other responsibilities as assigned.   Adhere to all company policies, proceduresand business ethiccodes.  Knowledge, Skillsand Ability   Hasempathy for the customer and passion about the customer experience and satisfaction.  Customer-centric mindset and behaviors, including excellent listing skills.  2 years of previouswork experience in customer experience or service, project management, or marketing.  High comfort level speaking with various audiences, including strangers.  Ability to create presentations and agendasboth in Canva and MS PowerPointand use project management tools.   Self-starter that can take the lead on projects and navigate how to bring them to life, including finding creative solutions.  Ability to manage multiple projects at one time and prioritize appropriately, setand adhere to agreed-upon timelines, and proactively communicate status updates.   Team playerthat can work with a diverse set of constituencies in afast-paced environment.  Detail oriented and highly organized.    Physical Demands and Work Environment  Must be able to move around campus which includes gym, turf, fields, etc.  Ability to work flexible hours to include nights, weekends and holidays is required.  Background Requirements  Requires a background check upon offer.  Requires a drug check upon offer.