Position Summary

The L4 Department Manager works to ensure the mission, vision, values and focus of Experience Momentum are upheld at all times. The L4 Department Manager is responsible and accountable for the day-to-day operations of their specific department at their specific Experience Momentum location (or multiple locations, when applicable). The L4 Department Manager supports their department team members through routine and consistent check-ins and works to ensure the company’s and department’s quarterly goals and company mission, vision, core values, and core focus are met. The L4 Manager is expected to support all staff as necessary, regardless of department, and act as a leader for the company at all times. The L4 Manager reports to the General Manager (L5) and works alongside the L4 Manager Team to help guide the strategic direction of the location and company during regularly scheduled meetings.

L4 Manager Job Duties

• Provide client-facing, direct revenue-generating services for your department. This could include, but is not limited to, one on one client sessions in your discipline, clinic and/or gym hours, working at events (I.e. races, health fairs, etc.), giving seminars or presentations, or otherwise participating in company-sanctioned events. 
• Ensure day-to-day operations of your department run smoothly. Actively anticipate problems that may arise. Address issues immediately and efficiently, keeping ideal solutions for both staff and clients in mind. 
• Ensure department staff has everything they need to do their jobs well (I.e. inventory, equipment, etc.).
• Create a development plan for the staff in your department (L1, L2, and L3), and use it to manage, guide, mentor, and develop these individuals, following company guidelines for appropriate time investment in staff (see below). 
• Perform routine meetings, performance reviews, and annual reviews with the staff in your department with the intent to support their progress in personal and professional goals. (See company guidelines for appropriate time investment in staff below.)
• Perform routine service provision and skill audits for staff in your department. If a staff member does not meet audit expectations, work with the L3 Assistant Manager (if applicable) to create a development plan and clear performance expectations.
• As appropriate and relevant, and following company guidelines, approve, plan and/or deliver continuing education for your department staff. 
• In coordination with the L3 Assistant Manager, organize and execute effective and productive team meetings within company meeting guidelines. Department meetings should occur twice quarterly, taking place during the 1st and 3rd month of each quarter.
• Actively participate in and contribute to all appropriate team meetings (both as a leader and as an attendee). This includes (as appropriate) sharing your thoughts, opinions, knowledge, context, and relevant department statistics, analytics, and goal outcomes.
• Work directly with the L5 General Manager (and with the L4 Manager Team, as appropriate) to identify department-specific goals to grow your department, as well as determine appropriate methods to measure progress towards desired outcomes. You are accountable to the results of creating, managing, and implementing department strategies to achieve company and facility goals.
• Determine appropriate methods to report and present progress toward desired outcomes. 
• Work directly with your L3 Manager(s) and L1/L2 staff to execute strategies to grow your department and meet or exceed goal outcomes.
• Hold L3 Manager(s) accountable (if relevant) to execution of strategies to meet goal outcomes. Provide support, guidance, and assistance to the L3 Manager(s) when needed.
• Working with Human Resources, assess and determine staffing requirements based on the evolving needs of the department. This includes participating in the assessment, interview, and recommendation of prospective team members (hiring process) for your department as necessary (and/or other departments, as necessary), probationary reviews, layoffs, and terminations. 
• Provide new hire on-boarding and training as needed. This may be done in conjunction with the L3 Assistant Manager or by the L4 Manager, depending on department needs and structure.
• When necessary, working with HR and other appropriate Leadership, determine and follow through with disciplinary action for staff in accordance with company policy.
• Assess and recognize current team members who should be promoted and/or acknowledged for consistently demonstrating behaviors at or above expectations. 
• Other duties as assigned.

L4 Manager Leadership Expectations

• At all times, the L4 Manager is to maintain a “servant leadership” mentality, seeking tangible ways to support and encourage all team members through positive words and supportive actions. 
• The L4 Manager consistently engages in a leadership style that seeks to understand and cares personally, while appropriately challenging directly fellow superiors, peers, and team members.
• The L4 Manager leads by example. You are expected to perform at or above expectations at all times, setting an example for all staff members what it means to live out the core values and focuses of Experience Momentum. 
• The L4 Manager is responsible for providing the support necessary to allow their team members to function at or above expected standards.
• The L4 Manager knows how to create “raving fans” of Experience Momentum and can coach other staff members on how to do so and understands how this impacts Experience Momentum’s growth strategy. 
• As an L4 Manager, you consistently demonstrate eagerness to learn and understand the “why” behind company decisions.
• As an L4 Manager, you are privy to company information that is not available to the rest of staff or the general public. At all times you are expected to maintain confidentiality and be discreet in how you communicate to staff and clients (when necessary). 

L4 Manager Position Time Allocation

As an L4 Manager, roughly 90% of your time (approximately 36 hours per week) is dedicated to performing client-facing and service provision tasks within the department (as summarized in the L1/L2 job description). As the L4 Manager, you are responsible for setting and maintaining Experience Momentum’s customer care standards alongside the rest of your teammates. 

Roughly 10% of your time (approximately 2-4 hours per week) is dedicated to department and personnel management, leadership meetings, and department strategy growth and development. (See detailed hourly breakdown below). The actual number of hours dedicated to department and personnel management is based on the number of team members you directly support and/or the responsibility you manage. These hours will be set by the L5 and continuously assessed to best support you, the team, and the department.

With all positions at Experience Momentum, unforeseen situations can arise that require adjustments to how your time is spent. If necessary, all hourly accountabilities can be shifted as directed by your Direct Supervisor(s). Please work with the L5 to flex time accordingly, within the same pay period, in order to maintain appropriate work-life balance.

Soft Skills

• Invested, Humble, Self-Aware, People-Smart, Inclusive, Candid. (See attachment for definitions).
• Demonstrates ability to maintain a controlled presence in various environments with and without unforeseen stress.
• Proficient in interpersonal and intercultural communication standards within and outside of a team environment. Understands how to be inclusive through communication.
• Proficient in establishing and maintaining trust within a team through appropriate behavior and communication.
• Excels within conflict. Capable of demonstrating care for people while directly challenging the topic of discussion without personal attachment or emotion. Comfortable with debate and the difference between constructive and combative conflict.
• Able to motivate and successfully engage staff and customers.
• Demonstrates servant leadership through verbal and non-verbal actions.

Hard Skills

• Strong organizational skills.
• Excellent communication skills, both oral and written.
• Consistent, punctual, and reliable.
• Enjoys and/or consistently excels while having multiple tasks and accountabilities.
• Superior ability to identify problems/barriers and effectively recommend how to best overcome the problem/barrier.
• Intrinsically motivated to grow personally and professionally and willing to engage in continuous improvement.
• Competent in goal/outcome assessment and the design and management of action items/plans to achieve the goal/outcome with little to no supervision.
• Superior ability to analyze goals and execute strategic plans without direction/supervision. 
• Proficient in 6 Thinking Hats debate strategy.
• Technically literate in the following systems: Cloud based file management systems: Microsoft SharePoint and Google Drive; Cloud based word processing: Microsoft Office Word Online; Cloud based spreadsheets: Microsoft Excel Online; Cloud-based email: Microsoft Outlook

Professional Experience and Certifications: 

• 3+ years of customer service experience.
• Active CPR/AED certification upon start date is desired but not required.
• Managing processes and persons relative to an assigned budget and growth targets. 
• Developing a team member from a performance baseline to a performance goal.
• Developing strategies and action plans around revenue cycles and multiple service offerings.
• Has held a management or director position overseeing or involved in overseeing at least 1 million in revenue and at least 6 staff

Professional Capacity: 

• Able to work 35-40 hours per week. 
• Capable of performing all the above job duties within a 35-40 hour work week.
• Equipped to excel within a fast-paced environment while effectively managing customer, team member, and leadership needs without compromising one’s own quality of customer service, or adherence to all policies and procedures.
• Able to tolerate loud noises that are both sudden and sustained.
• Able to verbally communicate at various volumes.
• Able to manage the needs of multiple staff members.
• Models appropriate boundaries outside of designated working hours, with regards to conducting work-related communication and/or work-related activities.