Tournament and Member Experience Manager

POSITION OVERVIEW

The Tournament and Member Experience Manager is responsible for the operational execution and enhancement of USA Pickleball's membership programs and expanding sanctioned event offerings. This role focuses on delivering exceptional member services, improving cross-functional collaboration within the membership department, supporting field operations and tournament sales.

KEY RESPONSIBILITIES

 Tournament Sales:
  • Build and maintain relationships with event hosts nationwide to sanction new and existing tournaments with USA Pickleball.
  • Collaborate with event hosts to ensure successful tournament execution and member engagement.
  • Manage the relationship with USA Pickleball's ticket sales vendor, ensuring seamless ticketing processes and customer satisfaction.
Membership Operations:
  • Assist daily membership operations, including enrollment, renewals, and member database management.
  • Handle member inquiries and concerns efficiently, ensuring prompt resolution.
  • Develop and enforce policies and procedures to enhance member experience and satisfaction.
  • Promote cross-functional collaboration and training within the membership department, ensuring cohesive team operations.
Program Management:
  • Work closely with recreational and league program leaders to improve member experiences.
  • Support the administration and project implementation of field operations and tournament sales strategies, in alignment with organizational goals.
  • Coordinate with internal teams and external partners to deliver integrated programs and services.
Project Execution:
  • Assist in membership-related projects, ensuring they are completed on time and within budget.
  • Work closely with other departments and external stakeholders to achieve project objectives.
  • Monitor project progress and report on outcomes to senior management.
Data-Driven Decision Making:
  • Analyze membership data to identify areas for improving member experience.
  • Prepare and present reports on membership metrics and program performance to the Vice President of Membership Development and Service.

QUALIFICATIONS

Education:
  • Bachelor’s degree in Sports Management, Business Administration, or a related field.
Experience:
  • Minimum of 3 years within a membership, sales, or customer service-based organization, preferably in sports or a national governing body.
  • Proven experience in leading cross-functional projects.
Skills:
  • Strong leadership and team-building capabilities.
  • Excellent customer service and communication skills.
  • Proficient in data analysis and reporting tools.
  • Expertise in project management with the ability to handle multiple projects.
  • Familiarity with CRM systems and membership management software.
Other:
  • Willingness to travel as necessary for meetings, events, and conferences.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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