Director, Runner Services

The Professional Athlete Group develops and manages programs for professional and sub-elite runners, including wheelchair athletes, working closely with athletes, agents, coaches, and federations, and leading recruitment strategies for elite participation in NYRR events.

About the Position:

Job Responsibilities 

• Direct a team of Full-Time Leads, Full-Time Associates, and Part-Time Associates; create development opportunities through inspirational leadership, succession planning, and enhanced training/ongoing education; optimize team efficiency with strong performance benchmarks and key performance indicators. 

• Collaborate with outsource customer service agency and oversee day-to day activities of outsourced Full-Time Lead and Full-Time Associates who support the NYRR Runner Services team.

• Optimize customer service Tool Stacks (Salesforce, Aircall, haku) and work closely with stakeholders to enhance functionality and effectiveness; onboard and manage potential AI customer success solution

• Build accurate reporting structures on key performance indicators and benchmarks; regularly offer status reports to the Runner Services team and stakeholders reflecting customer service metrics, successes, weaknesses, opportunities, and threats. 

• Resolves escalated customer service issues with urgency while adhering to NYRR policies and procedures; collaborate with stakeholders as needed and will frequency respond to external runner inquires.

• Lead departmental team meetings, trainings, and orientations on a variety of topics

• Participate in a variety of meetings, committees, taskforces, and other related groups to communicate information and facilitate continuous improvement of programs and services.

• Strong financial discipline; able to build annual departmental budgets and demonstrate fiscal responsibility throughout the year.

• Lead the customer service function at Marquee events, weekly races, and other activations to assist with runner related issues and inquiries. 

• Process payroll for team on a bi-weekly schedule; able to manage annual labor budget

• Build and publish Runner Services shift schedule 3-4 weeks in advance

• Demonstrate passion and commitment to the NYRR brand and core values: excellence, teamwork, passion, innovation, service, and integrity.

• Represent NYRR to the running community in an inspirational and empathetic fashion.

• Advocate for the runner perspective internally; represent the runner by providing regular, two-way communication between NYRR and the runner. 

• Additional tasks and responsibilities as needed.

Supervisory Duties and Responsibilities 

• Effectively lead employee performance by adhering to NYRR expectations and standards 

• Must be able to analyze and understand data; build reporting structures and status reports; make decisions based on outcomes that are in the best interest of the organization

• Provide effective feedback and coaching to team including specific areas of improvement

• Prepare and execute Annual Performance Appraisals; develop goals for the Runner Services department; collaborate on mutual goals for individual employees; partner with next level management when employee performance does not meet expectations 

• Delegate and distribute tasks and responsibilities appropriately

• Ensure direct reports adhere to company policy; course correct when expectations aren’t met

• Accurately track employee attendance and submit accurate timesheets for payroll processing

• Promote team culture that aligns with NYRR mission and core values

Job Requirements:

Experience:

• Must have a minimum of 5 years of leadership experience in customer service and leading teams of Full-Time and Part-Time employees; experience leading hyrbid teams a plus

• Must have experience leading CRM systems; Salesforce/haku experience a plus

• Experience onboarding AI solutions is a plus

• Experience working with ‘call center’ teams and outsourced support teams is a plus 

Education & Certifications:

• Bachelor’s Degree preferred, but not required

Skills and Attributes:

• Success at leading a wide array of tasks with shifting priorities; strong organizational agility and ability to thrive in high velocity work environment; must have strong sense of urgency 

• Must be self-motivated, results oriented; able to manage multiple priorities and deadlines

• Excellent troubleshooting skills; able to analyze and develop information and content to present internally and to customers; report initial issues to internal teams and the development/reporting of the response to the runner 

• Demonstrated knowledge and working experience within digital, mobile, and social spaces 

• Proficient in Microsoft Office Suite (Word, Excel, Power Point, Outlook)

• Strong attention to detail

• Excellent written and verbal communication skills

• Knowledge of the New York City running community and run clubs

• Familiar with NYC communities across all five boroughs

• Strong commitment to diversity, equity, and inclusion 

• Ability to speak another language strongly preferred

Other Requirements:

• All staff are required to work the United Airlines NYC Half Marathon, RBC Brooklyn Half Marathon, and the TCS NYC Marathon.

• Able to work at weekly races which includes early morning and weekend shifts

• Operate on a hybrid schedule, working 2 days a week in our Midtown Manhattan office

Salary:100K