Assistant General Manager - Premium Services at Midwest Shooting Center – Fort Wayne, Indiana

Premium Services Manager

Midwest Shooting Center
Full-time | $50,000–$60,000 per year (base + performance incentives)

About Us

Midwest Shooting Center is redefining the modern shooting range experience through professionalism, hospitality, and a focus on safety and service. With multiple locations and a growing member base, we are building a customer-first culture that sets the standard in our industry.

Position Overview

As a Premium Services Manager, you’ll lead all aspects of member and training client care. From onboarding and account management to issue resolution and retention, you’ll ensure every client and member interaction is handled with accuracy, responsiveness, and care. You’ll also coach and support your team to deliver consistent, high-quality service that keeps members engaged and loyal.

What You’ll Do

Oversee all account management processes including onboarding, freezes, payments, delinquency, cancellations, and renewals.

Manage the training client experience, ensuring sessions are scheduled, delivered, and supported effectively.

Coach and support instructors to uphold safety, consistency, and professionalism in every training session.

Respond quickly to member inquiries and concerns, providing proactive and professional solutions.

Track and analyze key metrics such as retention, delinquency, and satisfaction to identify improvement opportunities.

Drive member retention and satisfaction through exceptional service standards.

Partner with Sales and Retail/Range teams to ensure smooth handoffs and cross-department collaboration.

Conduct regular team meetings, performance reviews, and service audits to maintain accountability and alignment.

What Success Looks Like

Members and training clients remain active and engaged long-term.

Accounts are accurate, compliant, and efficiently managed.

Member and client issues are resolved promptly and effectively.

Online reviews and NPS (Net Promoter Score) consistently reflect exceptional service.

Collaboration between departments enhances the overall guest experience.

Who You Are

Highly responsive and customer-service oriented.

Excellent communicator and empathetic problem-solver.

Organized, detail-driven, and capable of managing multiple priorities.

Experienced in coaching and developing front-line service staff.