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ODP Program Coordinator - Pittsburgh PA

L.L.Bean Inc.
Full-time
Remote friendly
Worldwide

We invite you to be part of our team of trailblazers dedicated to helping people discover and enjoy the outside. Come join us. Because on the inside we’re all outsiders. And if it’s outside, we’re all in.

Position Purpose: Helps to execute ODP paid and unpaid programming . Responsibilities include, but are not limited to: pre/post season site setup, equipment management, supply management, training, coaching and feedback, daily management of staffing levels to meet customer demand, regular and frequent communication with the ODP Outdoor Program Manager  Program Supervisor, and overall ensuring that customers have a world-class experience. Regional only: planning all aspects of unpaid programming . The ODP Program Coordinator works at the ODP site reporting directly or indirectly to the ODP Program Manager. 

Responsibilities:

Instructors or Outing Leaders:

  • Oversees the ODS Instructor Team(s) at ODS designated sites.

  • Assists the ODP Manager and/or Supervisor of Programing and with recruiting, hiring, training, and annual review of instructors.

  • Provide timely performance feedback and coaching with documentation.  If performance concerns exist, hand off to Supervisor/Manager for performance management (i.e.: action plan, discipline)

  • Completes Instructor Observation Form and Instructor Skills Assessments following SOP.

  • Address and respond to employee issues/conflicts related to day-to-day operations within defined parameters and raise others to next level of supervision for resolution.

  • Daily management of instructor schedule to meet instructor to participant ratios, and fill shifts.

  • Expected to step into Instructor role if staffing needs dictate. Meets all Job requirements of ODP Instructor.

  • Step into instructor role to lead courses when necessary and as experience is relevant.

Operations:

  • Completes the pre and post-season equipment inventory and ensures all equipment is labeled following SOP.

  • Oversees the day-to-day management and operation of the ODP site.

  • Maintains, orders, and purchases in-season ODP supplies such as forms, marketing collateral, and tour supplies.

  • Promptly takes out of service and reports any damaged or unsafe equipment to the ODPManager of Programming.

  • Ensures that Instructors maintain, store, and secure all equipment and supplies and promptly report anything damaged, missing, or needing replenishment.

  • Ensures Instructors are completing required paperwork accurately and completely.

  • Responsible for ensuring that ODP use of public sites does not impede public access at any time.

Safety and Risk Management:

  • Follows all Standard Operating Procedures (SOP’s), Safety Policies and Protocols and ensures that all Instructors at their site do as well. Ensures instructors understand and implement the Emergency action Plan when needed.

  • Ensures that all work is completed in a way that promotes safety and manages risk for self, instructors, participants, and public.

  • Completes ODP self-audits following SOP, participates in audits.

  • Communicates any safety or risk management concerns to the ODP Manager of Programing in a prompt and timely manner.

Customer Experience:

  • Models and delivers world-class customer service as an L.L.Bean brand ambassador.

  • Resolves ODP service failures, partnering with the ODP Reservation Specialists, Manager of Programming as necessary, to ensure a positive customer experience.

  • Maintains professional presence and relations with instructors, outside agencies, partner organizations and local neighbors.

  • Ensures the instructors deliver a world-class outdoor instructional experience consistent with ODP curriculum and policies.

ODP Revenue and Participation:

  • Responsible for meeting or exceeding annual participation, revenue, and expense goals and managing expenses to revenue.

  • Responsible for ensuring all data is accurate and current in PERS for all paid and unpaid programming at site.

  • Responsible for tracking all ODP expenses and using ODP departmental tracking tools and reporting.

  • Reviews and reacts to daily enrollment reports by adding or cancelling courses and instructors.

  • Partners with the ODP Manager of Programming to develop new program proposals, reacting to industry trends and customer demand.

Retail Store Responsibilities (Regional Only):

  • Delivers legendary world-class customer service in the retail store. (When in/on the sales floor)

  • Responsible for all aspects of unpaid programming; including marketing, scheduling and delivery of , outings..

  • Collaborates with Customer Experience Supervisor for setting and maintaining the in-store ODP Activity Calendar Board following SOP

  • Responsible for providing in-store product training for all staff in the equipment department. (November to Feb; And up to and before all spring promotional weekends)

  • Works in partnership with Department Manager of Brand to plan, merchandise, and present the equipment department following all floorset directives and presentation standards. (Nov to Feb)

  • Oversees daily replenishment of the equipment department. (Nov – Feb)

  • Coordinates work processes, assigns work to front-line employees within assigned area, and recommends staffing levels. (Nov – Feb)

  • Drives ODP programming (paid and unpaid) by coaching front-line employees to promote and sell programming, and providing ongoing training and support.

  • In partnership with store managers, addresses employee issues/conflicts and provides input, feedback and coaching to front-line employees.

  • Assists with interview and hiring process.

  • Leads and executes compliance with Loss Prevention policies and procedure

Assumes additional responsibilities as requested

This position has been identified as a safety-sensitive position. A safety-sensitive position is one in which an impaired worker constitutes a serious and direct threat to workplace health and safety. Employees in this position must agree that they will not come to work or be at work at any time under the influence of alcohol or any drug that could render them impaired.


Health and Safety Requirement: Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner. Those in a leadership role are also expected to model safe behaviors, evaluate risk, and ensure that risks are reduced to acceptable levels.

This position has been identified as a safety-sensitive position. A safety-sensitive position is one in which an impaired worker constitutes a serious and direct threat to workplace health and safety. Employees in this position must agree that they will not come to work or be at work at any time under the influence of alcohol or any drug that could render them impaired.

Education Level: 2-Year Associates Degree

Years of Experience: 2+

Skills and Qualifications:

  • Associate’s degree or equivalent.
  • At least two years of relevant outdoor education experience.
  • Ability to work a flexible schedule including nights, weekends, and holidays.
  • Demonstrated customer service experience in a retail store environment.
  • Strong technical skills with ODS activities and working knowledge specific to local market.
  • Successful completion of all skills assessments for activities offered at location.
  • Ability to maintain a high level of enthusiasm, motivation, and positive attitude.
  • Strong organizational skills and attention to detail.
  • Demonstrated successful working relationships with peers and other management staff.
  • Able to communicate effectively verbally and in writing.
  • Proficient with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
  • Experienced in providing coaching and feedback.
  • Can prioritize many tasks and works calmly under pressure.
  • Takes own initiative, working independently in a leadership role.
  • Expertise in active gear including archery, biking, camping, fishing, kayaking, stand-up paddleboarding, snowshoeing, and cross-country skiing.
  • Works as a team player with ODS home office, instructors, and local store staff.
  • Certified in Basic First Aid or above and CPR.
  • Additional certifications and specialized training in outdoor-related activities desired

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan. Because, when it comes to the outside—we’re all in. Visit llbeancareers.com to learn more.

Being outside brings out the best in us, no matter where we come from or what we believe. At L.L.Bean, we value individual differences and encourage our co-workers to be themselves – because  the uniqueness of each individual makes L.L.Bean better.