The ELC & Program Manager is responsible for delivering a world-class client experience across all Love Strategies programs. This role owns coaching quality, client satisfaction, service operations, and cross-functional execution—ensuring every client touchpoint is consistent, high-impact, and aligned with company standards.
This position serves as the bridge between coaching, customer service, and product, driving performance, accountability, and continuous improvement across the client journey.

Success in this role will be measured by:

• Client Satisfaction (NPS Score): Target ≥ 40
• Mastermind Scores: Maintain or exceed benchmark targets across LA & Lux
• Response Time (Customer Service): < 24 hours
• Lux Retention & Satisfaction: High-touch client satisfaction and retention
• ELC Performance Improvement: Measurable gains in coaching quality and outcomes

Leadership & Coaching Excellence

• Ensure ELC coaching schedules are accurate and optimized within Calendly
• Monitor and quality-control 1:1 coaching sessions across ELCs
• Develop and deliver ongoing training to elevate coaching performance
• Drive measurable improvements in client outcomes and coaching effectiveness
• Maintain a roster of premier coaching clients to support workflow and ensure understanding and development of best practices

Mastermind Leadership

• Oversee seamless execution of all masterminds across Love Accelerator (LA) and Lux
• Train and quality-control Executive Love Coaches (ELCs) to confidently and effectively lead sessions
• Own mastermind scheduling, themes, and continuous optimization
• Step in to deliver high-impact sessions when needed

Community Engagement

• Maintain an active, high-quality presence in the LA community (QC minimum 3x per week)
• Ensure consistent, thoughtful engagement within the Lux community
• Identify engagement gaps and implement strategies to increase participation and value
• Manage the ELC engagement schedule to ensure clients are receive timely world class coaching

Product & Program Optimization

• Partner in shaping the Love Strategies product roadmap
• Translate strategy into executable initiatives across LA, Lux, community, and coaching
• Drive cross-functional accountability to ensure initiatives are delivered on time and at a high standard
• Own and Manage client AI experience including integration, managing all variables, defining client interactions, developing question prompts and QC among all platforms and programs

Team Leadership & Collaboration

Actively lead or participate in:

• Weekly 1:1 with Leadership (Matthew)
• Monthly Product Roadmap Meetings
• Weekly ELC meetings 
• Weekly 1:1s with ELCs (performance + development)
• Bi-Weekly Client Services meetings 
• Monthly Company-Wide Meetings

Quality Assurance & Client Feedback

• Own the client feedback loops across all programs
• Monitor surveys, identify trends, and address critical client concerns directly
• Produce monthly reporting on client sentiment and performance vs. KPIs
• Develop and execute action plans for underperforming areas

Customer Service Leadership

• Own and integrate Customer Service into the broader Client Services function (tools, systems, processes)
• Manage, train, and develop Customer Service personnel
• Handle escalated client inquiries with professionalism and care
• Identify root causes of issues and implement preventative solutions
• Manage the Lux and Love Accelerator Receivables

Talent Development & Recruiting

• Recruit, onboard, and ramp new Executive Love Coaches
• Drive ongoing development through structured feedback and mentorship
• Build and refine certification and training systems for coaches
  

Coordinate Marketing Initiatives

• Partner with Adam and Head of Client Services to develop coaching and marketing initiatives
• Schedule coaching talent to execute on the initiatives