Wellness & Member Services Supervisor

The Wellness & Member Services Supervisor supports the operations of both the Wellness Department and the Member Services Department, with primary oversight of Wellness. This role ensures a high-quality member experience through effective staffing, training, operations management, and service delivery. The Supervisor works collaboratively with the Member Services Supervisor to maintain consistent standards, seamless communication, and excellent service across both departments, stepping into Member Services support as needed.

Key Accountabilities

Leadership & Department Operations

1. Provide leadership across both Wellness and Member Services Departments ensuring consistent service excellence and operational support

2. Champion and model the Club’s culture, values, and leadership standards, fostering a positive, inclusive, and high-performing environment across all teams

3. Work in coordination with the Member Services Supervisor to ensure full supervisory coverage across all operational hours, providing seamless leadership support seven days a week

4. Uphold exceptional Member service standards and support coaching, performance development, and training of team members across both departments

5. Promote continuous improvement initiatives to enhance member experience, service consistency, and operational effectiveness across both Wellness and Member Services

6. Ensure adherence to Club policies, procedures, and operational standards within both departments

7. Assist in the development and execution of departmental goals

Wellness Operations

1. Oversee scheduling, staffing, payroll support, and daily operations within the Wellness Department

2. Lead daily operations of physiotherapy, massage, and wellness programming

3. Maintain MVA patient records and submit insurance claims

4. Prepare and submit billing, mid-month and month-end reporting, and manage A/R

5. Maintain inventory for physiotherapy and massage supplies

6. Support communication and relationships with therapists and external wellness vendors

7. Respond to Member inquiries related to wellness services

Member Services Support

1. Support Member Services by assisting with training, onboarding, and procedural adherence

2. Provide additional coverage for the existing Member Services Supervisor

3. Assist in monitoring cleanliness, safety, and service standards

4. Support security and member experience processes as required

Knowledge, Skills & Qualifications

1. Strong leadership and coaching abilities

2. Excellent customer service and communication skills

3. Highly organized with strong problem-solving abilities

4. Proficient in MS Office; experience with NorthStar/Jane an asset

5. Degree/diploma in Business, Recreation, Hospitality, or equivalent experience

6. Minimum 3 years in customer service or wellness operations

7. First Aid/CPR an asset

Working Conditions

1. Sitting and standing for extended periods

2. Use of a computer

3. Face-to-face and telephone communication

4. Business attire

The above statements are intended to describe the general nature and level of work to be performed by the associate in this job. They are not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. They are intended to be accurate reflections of those principal job elements for defining expected performance and making fair pay decisions about the job. This job description supersedes all prior job descriptions for this position.

Pay: From $50,000.00 per year

Benefits:

Discounted or free food
Store discount
Work Location: In person