What are the responsibilities and job description for the Manager of Instructor Support position at Les Mills International?
Manager, Instructor Support
Full time, Hybrid or Remote Role
Preferred location: Chicago, Illinois or Portland, Oregon.
This role works daily with global Market teams.
About The role:
Ensure our LES MILLS ™ Instructors enjoy a seamless consumer experience through providing timely and quality support.
This role is a key position, leading parts of our Global Digital Operations Team. The instructor (IX) support team enables our instructors to experience Les Mills programs and products by supporting the end-to-end instructor journey and reducing friction points.
Our service team is international, with support resource based out of multiple countries including, Germany, UAE, UK, US and NZ. In this role you’ll be collaborating internally with the wider teams within the company to proactively identify opportunities to better assist, delight and retain our instructors
This role will develop and improve processes to ensure best in class technical support for our instructors. This includes equipment purchasing, auto ship questions, training and certifications.
The Manager of Instructor Support is responsible for effective management of our IX support team, to best serve our customer needs, while always looking for ways to improve our processes.
We are looking for customer-centric people who love developing teams, working with technology and have a curious mind.
Skills and experience you'll need:
•Excellent communication and influencing skills and the ability to interact at all levels of the organization
•Strong analytical and planning skills
•Proven experience at continuous improvement activity (process & systems)
•Management of technical vendors
•Excellent problem-solving skills
•Resilient and flexible, able to maintain focus under pressure
•Embraces change and is able to help others through change
•Proactive, uses initiative and can operate independently
•Management and coaching of remote support resource
You will ideally have experience in the following:
Group fitness instruction
Gym/club experience
Proven experience in leading a team to deliver and continuously improve business results.
Excellent presentation skills, both to individuals and groups.
Comfortable working to deadlines and managing a large volume of tasks and communication.
Experience improving agile maturity in an organization
Experience with media technologies (video & media platforms)
Experience with ecommerce technologies
Experience with cloud technologies (e.g. AWS)
Understanding of marketing technologies
About Les Mills:
At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at.
Today, Les Mills Internationals programs are in 20,000 gyms in over 100 countries – pair that with the boom of our digital subscription service LES MILLS (like Netflix for our workouts), and it’s an exciting time to be a part of our global company. Our mission is simple – to create a fitter planet.
You don’t have to be a fitness fanatic to fit in here, but you can make a workout part of your workday. If you want to grow your professional career, Les Mills International could be the place for you. Our mission is simple – to create a fitter planet.
What’s in it for you:
We operate as a flexible and hybrid workplace with a mix of working in the office and at home as a work scheme that enhances and encourages work/life balance. Whether that be working from home, going to the gym or doing school drop-offs/pick-ups, we want our employees to feel comfortable working in an environment where they can thrive and feel empowered.
We are a Gold Supporter of the Pride Pledge organization, committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for. We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.