Experience Operations Coordinator

About IMG Academy
Named one of the Best and Brightest Companies to Work For in the Nation in 2024, IMG Academy is the world's leading sports education brand, providing a holistic education model that empowers student-athletes to win their future, preparing them for college and for life. IMG Academy provides growth opportunities for all student-athletes through an innovative suite of on-campus and online experiences:

• Boarding school and camps, via a state-of-the-art campus in Bradenton, Fla.
• Online coaching via the IMG Academy+ brand, with a focus on personal development through the lens of sport and performance
• Online college recruiting, via the NCSA brand, providing content, tools, coaching and access to a network of 40,000 college coaches

The Experience Operations Coordinator will be responsible for supporting the organization, development, and design of the holistic campus experience across all of IMG Academy’s product lines, including but not limited to those for students, campers, parents, employees, adult athletes, event participants and spectators, hotel guests and more. This person will also play a critical role in helping further the transformation of becoming an experience-first organization.   

Day-to-day responsibilities will include supporting the Experience team with organization-wide initiatives such as an employee shadow program, an employee recognition program, assist with and experience design work. They will also support customer insights work with the design, training, and communication of surveys, as well as general department support. 

Position Responsibilities 

• Coordinate the Executive Commitment program including employee shadows, executive huddles, employee recognition initiatives, and customer outreach.
• Manage an internal staff portal for employee experience suggestions, a customer experience email inbox, and support Project Managers with communication to key stakeholders.
• Assist with the internal marketing of the MissionUCX (the campus’s formal experience program) brand across IMG Academy. 
• Day-to-day maintenance of the MissionUCX website and other engagement channels.
• Support the Employee Experience Manager on key initiatives including employee recognition database management, rewards inventory, gift distribution, and more.
• Support the Customer Success Manager in executing Service Recovery gift ordering and delivery.
• Assist the Insights team with pre- and post-survey launch communications, survey engagement, incentive fulfillment, ad hoc research, and seasonal support.
• Provide general support to the Campus Experience team across all experience-related initiatives, projects, communications, and presentations.
• Partner with key stakeholders across campus to ensure the organizational huddle strategy is being brought to life.
• Assist the team with experience design workshops, including advising on development of project timelines, aggregate and organize survey data, and coordinate & conduct student, parent, and employee interviews. 
• Support the Director of Experience Operations with team-wide initiatives.
• Other responsibilities as assigned.
• Adhere to all company policies, procedures and business ethic codes. 

Knowledge, Skills and Abilities

• Has empathy for the customer and passion about the customer experience and satisfaction.
• Customer-centric mindset and behaviors, including excellent listing skills.
• 2+ years of previous work experience in customer experience or service, project management, or marketing.
• High comfort level speaking with various audiences, including strangers.
• Ability to create presentations and agendas both in Canva and MS PowerPoint and use project management tools. 
• Self-starter that can take the lead on projects and navigate how to bring them to life, including finding creative solutions.
• Ability to manage multiple projects at one time and prioritize appropriately, set and adhere to agreed-upon timelines, and proactively communicate status updates. 
• Team player that can work with a diverse set of constituencies in a fast-paced environment.
• Detail oriented and highly organized. 

Physical Demands and Work Environment 

• Must be able to move around campus which includes gym, turf, fields, etc.
• Ability to work flexible hours to include nights, weekends and holidays is required.