Chief Officer

Chief Experience Officer

Join to apply for the Chief Experience Officer role at The Jewish Community Center of Greater Baltimore

Inspired by the work we do every day, the JCC is an organization centered by Jewish values and focused on creating meaningful experiences and opportunities to enrich, connect, and positively impact our community.

We pride ourselves on our inclusive and welcoming workplace and celebrate the diversity of our employees.

We value all members of our team in a supportive environment in which everyone is treated with appreciation and respect and positioned to do their best work every day.

SUMMARY:

The JCC is seeking a customer-focused, solutions-oriented leader with strong business savvy and a proven revenue-driven mindset to serve as its Chief Experience Officer (CXO). Ideal candidates will bring a solid understanding of membership models, budgeting, and data-informed decision-making, along with high-level customer service expertise and experience supervising teams at multiple levels. The CXO oversees seasoned team leaders across membership, fitness and recreation, aquatics, and marketing, and partners with a Board Vice Chair to guide the Center for Sports & Wellness.

Working as part of the C-suite team, the CXO reports directly to the CEO. This role is primarily Monday through Friday year-round, with occasional evening or weekend hours required based on organizational needs, meetings, JCC and community events, emergencies, and other JCC responsibilities.

KEY RESPONSIBILITIES:

Drive Strategic Direction

Build forward-looking business plans informed by deep knowledge of fitness and wellness industry trends, solid data analysis and financial forecasting to strengthen the JCC’s position and long-term value in the community.

Lead efforts to expand the JCC’s reach in the community and revenue by overseeing a cohesive marketing strategy that elevates outreach, boosts membership recruitment and retention, and increases engagement across programs.

Partner with the Board Vice Chair to define the strategic priorities and operating framework for the Sports & Wellness Council.

Develop and implement multi-year innovative program strategies that support the ongoing growth and impact of the Center for Sports and Wellness.

Model a can-do mindset and ensure that staff consistently deliver exceptional customer service, drive program creativity, and meet financial goals.

Lead and Oversee Program Development

• Design forward-thinking, impactful Sports & Wellness programming that reflects the latest industry trends, the JCC’s strategic priorities and inspires member engagement.
• Ensure offerings address the varied needs and interests of members, participants, and the broader community, while also creating opportunities to expand revenue.
• Work in close partnership with staff across the Center for Sports and Wellness and other JCC departments to build cohesive, integrated programs that deepen participation and strengthen long-term engagement.
• Continually assess and refresh health and wellness programs to maintain relevance, spark innovation, and elevate the overall member experience.
• Contribute imaginative ideas and strategic insight to develop new initiatives that deliver distinctive, high-quality experiences aligned with audience expectations.
• Position programs to remain competitive and current by tracking industry trends, benchmarking peer organizations, participating in professional development, and expanding national networks.
• Identify and evaluate potential revenue-generating opportunities—such as fee-based classes, workshops, and special events—ensuring that new initiatives balance mission impact with financial sustainability.

Oversee Fiscal Performance

• Partner with the Sports & Wellness and Membership leadership teams to create and manage the departmental budget, ensuring resources are allocated wisely and revenue goals are met.
• Review monthly, quarterly, and annual financial performance, analyze variances, and provide clear, accountable oversight across all areas under supervision, adjusting plans as needed to maintain strong fiscal health.
• Apply data-informed decision-making by collecting, evaluating, and…