Senior Business Manager, Tennis Operations

Location

Queens, NY | United States

Job description

Who We Are

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

Why Work for the USTA? 

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don’t know tennis? Don't worry, you can still find yourself in the game!

The Role

Provide effective leadership and support including all business, tennis programs & guest relations related initiatives within the NTC Tennis Operations Division. Provide direction and supervision to the Indoor Training Center’s Business Operations including Front Desk and Program Department staff. Act as tennis operations liaison with all other NTC departments in regard to all indoor / outdoor tennis facility issues.

• Oversee management of the Programs Office and Front Desk to ensure a cohesive unit and maintain high professional and business standards.
  • Oversee NTC Tennis Operations staff to ensure planning and management of the daily court scheduling, class offerings, digital program marketing, and patron registration. Create and organize annual program registration and event calendar.
  • Work with the Tennis Programs Department, Front Desk Supervisor and Business Coordinator to maintain and track court bookings, billing and collection of court usage and program registration fees. Oversee program session calendar and class offerings from session to session.
  • Supervise Front Desk Manager, NTC Tennis Programs to ensure best practices are maintained for customer service and court compaction. 

• Manage the entire business operation of the NTC Tennis Operations including; 
  
  • Supervision of the Tennis Programs Department, NTC Front Desk and onsite 3rd Party Vendors. 
  • Oversee work schedules, assuring that all NTC policies are enforced
  • Responsible for establishing goals and objectives and reviewing and evaluating staff performance
  • Oversee the hiring, training, and onboarding of all Front Desk and Tennis Programs Department staff
  • Oversee and manage the court booking system, acting as a tennis operations liaison with the software manufacturer and facility end users. 
  • Execute timely project management for operations supporting NTC Tennis Program offerings and events, providing milestone updates to the Director, NTC Tennis Programs
  • Record and maintain documentation of all NTC / ITC account receivables including but not limited to; events, tournaments, parties, seasonal contract time etc. Provide selected data to NTC Finance department upon request.
• Responsible for overseeing Court Reserve - the court sheet, program registrations, class offerings, financial aspects including growth, policies, approve refund requests and propose and deliver customer service initiatives. Record and deliver solutions for all variances.
• Plan and organize seasonal contract time with the Manager, ITC Operations. Establish pricing, conduct market analysis, and make recommendations for all increases. Serve as key representative with NTC contract holders to ensure customer satisfaction.
• Develop and manage business models for junior and adult programming growth with emphasis on innovative integration of leagues, tournaments, and community-based events as assigned.
• Integrate, manage, and review progress of NTC Tennis Department strategic plan on a semi-annual basis
• Responsible for bi-weekly timecard approvals of front desk and tennis programs staff.
• Oversee all tennis program and non-program related operational budgets.
• Oversee contracts and operational logistics for events, tournaments and all tennis related conferences. Liaison with the Legal department for contracts, leases, and legal waiver content and terms and conditions on printed materials and on NTC website as needed.
• Establish and administer a Guest Services program to all NTC Tennis Operations staff. Implement and manage measurement system for tracking of customer service standards (i.e Leading Quality Assurance)
• Develop and manage balanced customer service-based business plans in line with USTA Premier Facility standards.
• Serve as a liaison to the Security department, Facility Operations and Courts & Grounds on all indoor and outdoor field courts and facility-related issues.
• Establish and maintain alliances with “partner” organizations in the tennis industry (USTA Eastern Section, USTA Eastern Metro Region, USPTA, PTR, ATA, NCAA/ITA affiliated conferences, MTG, NYJTL, City Parks Foundation, etc.)
• Update, as needed, policies and procedure manuals, website terms and conditions and registration information. 
• Deliver staff training and responsible for all staff communication.
• Review and approve all AR/ AP submissions, including donated court time and charitable donations.
• Assist with program registrations, student class selections, online report/evaluation system lead, class moves, and correction of variance on-court sheets and in tennis source software system as needed.
• Other duties as assigned

Who You Are

• Bachelor’s Degree or equivalent experience.
• Strong financial and/or bookkeeping experience.
• Guest Services/Client Relations experience.
• Minimum of 4 years management experience.
• Ability to de-escalate and resolve customer service-related issues.
• Must be able to plan and coordinate logistics and staff scheduling for various schedules and tournaments.
• Strong computer skills and ability to utilize numerous software programs
• Tennis background preferred. 
• Position is considered onsite and specific to the NTC
• Position is considered exempt

What We Offer

At the USTA, we know people are our most important asset. For this reason, we offer a comprehensive benefits package designed to meet the needs of a diverse workforce!

• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability insurance are a small part of our offerings.
• Time to recharge and energize: Generous paid time off policy - including vacation, sick, personal, and paid holidays, parental leave, and a paid winter recess.
• Plan for your future financially and professionally: 401(k) with employer matching (up to 3%), promotional and growth opportunities, Learning and Development programs to learn on the job, and up to $5,000 for tuition reimbursement, per academic year.
• Mental and emotional wellness: Resources for overall well-being including mental health and meditation benefits.
• Other cool perks: A personalized health management program, pet insurance, commuter benefits, identity theft protection, discounts with our network of partners, and fun events are just a few of the optional benefits available. 

The expected range for the base salary for this position is $87,000 to $105,000. This range does not include any additional pay or benefits for which a person may qualify. The actual base salary offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, the years of relevant experience, their unique skills, and the location from which they will be performing the job.

Come One, Come All

We strongly encourage you to apply if you’re interested; we'd love to learn how you can “serve” our team with your unique experience!

USTA is dedicated to providing equal employment opportunities for all individuals, regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity, or expression, pregnancy, veteran status, marital status, family status, alienage or citizenship status, creed, genetic information, or any other status protected by applicable federal, state, or local law.

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