This role serves as a key operator and lead support for the TPC Passport Program across the Tournament Players Club (TPC) Network. The position is responsible for managing and fulfilling tee time and related service requests for TPC Passport members and guests, PGA TOUR Corporate Marketing Partners, and TOUR players, ensuring a seamless and elevated client experience.

In addition to day-to-day service delivery, this role plays an active part in enhancing program value by identifying opportunities to improve processes, expand offerings, and support new initiatives. The position works cross-functionally with club partners and internal teams to drive consistency, efficiency, and a high standard of service while contributing to overall program growth and member satisfaction.

Qualifications

• Bachelor’s degree in Business, Hospitality, Marketing, or a related field required; equivalent, directly-related experience may be considered
• 3–5 years of experience in hospitality, travel, client service, sales support operations, or call center environments
• Prior call center or contact center experience strongly preferred, particularly in high-volume, customer-focused roles
• Proven ability to take ownership of projects or initiatives from concept through execution, including planning, coordination, and follow-through
• Demonstrated ability to manage high-volume requests and deliver exceptional client service in a fast-paced environment
• Proficiency in Microsoft Office and working knowledge of Salesforce or similar CRM platforms
• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks effectively
• Excellent verbal and written communication skills, with the ability to collaborate across teams and professionally represent the program
• Ability to work both independently and collaboratively, exercising sound judgment and problem-solving skills
• Experience supporting client engagement, service delivery, or revenue-generating programs preferred
• Ability to follow established processes while identifying opportunities for continuous improvement and operational efficiency
• Comfortable serving as a resource to peers and supporting onboarding or training of newer team members

Responsibilities/Duties

• Own and execute TPC Passport Member Orientation and Retention programs, ensuring consistent, timely delivery with minimal oversight.

• Lead survey engagement and analysis, translating member feedback into actionable insights and supporting service recovery follow-up.

• Translate survey results, audits, and service feedback into clear insights, recommended actions, and measurable follow-ups.

• Maintain audit tracking, KPI reporting, performance recaps, and follow-up documentation to support operational improvement efforts.

• Act as a key operational liaison across the TPC Network, members, TOUR players, and partners, coordinating communication, issue resolution, and service alignment.

• Support complex escalations by gathering facts, outlining resolution options, and partnering with leadership on final direction.

• Proactively communicate risks, workload trends, and resource needs, providing clear recommendations and next steps.

• Actively contribute to team meetings by providing updates, highlighting risks and trends, and following through on action items.

• Support the development and refinement of scalable operating practices to enable growth while maintaining consistency, accuracy, and service quality.

• Support the development and adoption of concierge best practices, workflows, and service-quality standards.

• Identify and recommend continuous improvements across workflows, service delivery, member experience, and internal documentation.

• Maintain and enhance TPC Passport club resources, ensuring materials are accurate, current, accessible, and consistently utilized.

• Model strong call handling, professional communication, and accurate CRM documentation while promoting consistency through peer guidance and knowledge sharing.

• Serve as a senior resource to peers, offering guidance, sharing best practices, and modeling service standards.

• Support onboarding and development by reinforcing tools, workflows, program expectations, and service standards.

• Reinforce procedures, identify training gaps, and escalate coaching opportunities to leadership.

• Assist with call reviews, quality checks, and documentation audits, providing observations and recommendations for improvement.