Playbook2mo ago

Wellness Program Manager

United States·ChicagoFull-Timemid

OperationsOtherProgram ManagerProject ManagerProject & Program Management

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Quick Summary

Overview

Salary Range: $65K + 40% commission on training sessions and up to a $4k annual performance bonus. Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and full access to the on-site wellness center. Other incredible benefits HERE.

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Salary Range: $65K + 40% commission on training sessions and up to a $4k annual performance bonus.

Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and full access to the on-site wellness center. Other incredible benefits HERE.

Location: 2 N Riverside Plaza, Chicago, IL 60606 located at the beautiful Two North Riverside Plaza

Work Hours: Monday-Friday between 7:00am - 3:00pm with flexibility required depending on site needs.

Reports to: Client Operations Manager

Your Mission:

The Wellness Visionary

You are the catalyst for a high-performance lifestyle, delivering a sophisticated fitness experience that serves as the crown jewel of the site’s amenities. Your mission is to lead an elite coaching team and design inclusive, goal-oriented programming that inspires members to reach their peak. Through a relentless focus on high-touch service and revenue-driven strategy, you ensure the wellness center is a premier destination for health and community.

Your Focus:

As the driving force behind the site’s longevity culture, your focus is to deliver a sophisticated, high-touch wellness experience that goes far beyond a standard gym floor. You will lead the development of elite fitness programming and personal training services while directly managing a team of coaches to ensure every member interaction is personalized and goal-oriented. By blending operational excellence with revenue-driven strategy, you transform the wellness center into a premier amenity that fuels member retention and showcases the building’s commitment to a holistic lifestyle.

Strategic Oversight: Own the long-term vision and calendar for site programming, ensuring all offerings promote community connection, productivity, and longevity.

Program Development: Define service standards, schedules, and program descriptions that are inclusive, high-quality, and aligned with the specific needs of the demographic. Maintain class attendance targets of 60% capacity or higher and ensure programming reflects member engagement data and preferences.

Brand Activation: Plan and execute signature initiatives and "surprise and delight" moments that showcase the facility’s amenities and support broader business growth or retention goals. Incorporate wellness-driven events, pop-ups, and themed challenges that extend beyond the wellness center to drive engagement across the property.

Stakeholder Alignment: Serve as the primary point of contact for high-level requests, leading intake meetings to clarify vision and ensuring all programming aligns with ownership expectations.

Operational Readiness: Own the day-to-day "floor-ready" standards of the facility, ensuring all spaces are properly planned, staffed, and maintained to consistent five-star hospitality standards. Oversee daily operations including opening/closing procedures, equipment care, towel and laundry management, locker room restocking, and maintaining a clean, safe, and welcoming environment.

Workflow & Documentation: Develop and maintain "run-of-show" frameworks, internal communications, and standard operating procedures (SOPs) so all teams remain aligned on timing and expectations.

Resource & Staff Management: Build staffing schedules and provide clear direction/prioritization to coordinators or coaches to ensure execution aligns with quality standards and safety protocols.

Issue Resolution: Serve as the primary escalation point for real-time operational challenges, making decisive adjustments that protect the user experience and ensure smooth delivery.

Relationship Management & Performance Tracking

High-Touch Hospitality: Lead relationship management by learning user needs, tracking goals, and delivering anticipatory service that achieves top-tier satisfaction and retention rates. Consistently build member relationships by learning names, tracking goals, and following up to drive engagement and long-term retention.

Revenue & Performance Growth: Own site-specific revenue targets (such as booking goals or service conversions) and manage the associated annual budgets to ensure fiscal responsibility. Deliver approximately 10–15 personal training sessions per week while maintaining strong conversion of complimentary sessions into paid packages and supporting overall service revenue goals.

Data-Driven Optimization: Utilize technology platforms to track attendance, engagement, and feedback; use this data to demonstrate impact and inform future business decisions. Ensure accurate enrollment, reporting, and performance tracking through membership management systems and wellness platforms.

Growth Support: Actively support business development and leasing tours by clearly communicating the value of the space and services to prospective clients, members, or partners. Assist with wellness center tours and clearly articulate amenity offerings and private services to prospective tenants and partners.

2+ years of experience in a fitness or wellness leadership role

2+ years of hands-on experience in both personal training and group fitness instruction

Required certifications: Personal Training certification (NSCA, NASM, or ACE), current CPR/First Aid, and Group Fitness certification(s)

Associates or Bachelor degree in Exercise Science or Kinesiology preferred but not required.

Proven ability to deliver personal training and group fitness programming that drives member engagement and retention

Comfort owning revenue targets and converting complimentary sessions into paid services

Proficient in scheduling, membership management, and performance tracking systems

Flexible availability, including early mornings, evenings, and occasional on site events

Strong ownership mindset with the ability to operate independently in a fast-paced environment

Architect of Atmosphere: You don’t just open a door; you set a stage. Your elite eye for detail ensures every square foot of the facility is five-star ready at all times. You take pride in the reveal by ensuring that the moment a guest walks in, they experience a space that is flawlessly curated and operationally perfect.

Community Visionary: You design high-impact calendars and signature programs that transform a physical location into a destination. Whether engineering a fitness challenge or a networking mixer, you possess the strategic foresight to build schedules that drive massive engagement and long-term loyalty.

Relationship Powerhouse: You are the face of the brand. Your concierge-level intuition allows you to anticipate needs before they are voiced. From leading high-stakes intake meetings to coaching a member through their journey, you build deep trust-based relationships that turn standard users into passionate brand advocates.

Fearless Fixer: You are the calmest person in the room when the stakes are highest. When a technical glitch or a scheduling conflict disrupts the floor, you step in with decisive real-time solutions. You possess the grit and the grace to pivot instantly, protecting the guest experience and ensuring the show goes on without a hitch.

Synergy Specialist: You are the bridge between vision and execution. You know how to rally a diverse group of operators, brokers, and local partners to create a unified experience. You understand that the best results happen at the intersection of different departments and you are the catalyst that makes those partnerships flourish.

Our Core Values:

Playbook's culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You:

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!

A Quick Note About Salaries:

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.