“New York Pilates is about community and creating a space where people feel at home, leave their day behind and get into their bodies” - Heather Andersen, Founder & Owner
We Want You!
New York Pilates is looking for a sales-driven leader to build, coach, and elevate our Membership Sales & Student Support team. This is a hands-on leadership role for someone who loves developing people just as much as closing deals.
You'll lead a team of membership and student support associates while remaining actively involved in the sales process yourself. You’ll be taking calls, coaching in real time, improving conversion, and creating an exceptional experience for every prospective and current student.
This is an opportunity to build a world-class sales organization within one of the fastest-growing boutique fitness brands in the country. If you're energized by coaching high-performing teams, love working the phones, and thrive in a fast-paced, hospitality-driven environment, we'd love to meet you.
This is a full-time, U.S.-based position, with required availability during EST hours. Strong preference for candidates based in NYC.
The Role
- Lead, coach, and develop a high-performing team of Studio Reps and Student Support Associates.
- Create a culture of accountability through coaching, call reviews, quality assurance, performance management, and professional development.
- Personally handle inbound sales calls, support the queue during peak demand, and lead by example as a player-coach.
- Serve as the primary escalation point for complex student concerns, ensuring every interaction reflects the New York Pilates brand.
- Drive membership growth by improving lead response times, sales conversion, follow-up strategies, retention, and referral opportunities.
- Leverage AI, automation, and self-service tools to improve the student experience and team efficiency.
- Monitor and improve key performance metrics including conversion, response time, CSAT, NPS, retention, quality assurance, and lifetime value.
- Analyze team performance and customer insights to identify trends, optimize workflows, and drive continuous improvement.
- Partner with Marketing and Studio Operations to improve lead generation, student retention, and the end-to-end student journey.
- Build scalable systems, implement new processes, and manage team scheduling to support business growth.
What We’re Looking For
- 3–5+ years of experience leading a customer experience, membership sales, or contact center team.
- Experience managing remote teams using coaching, KPIs, quality assurance, and performance management.
- Proven track record of personally exceeding sales goals while coaching teams to improve conversion and retention.
- Experience owning the end-to-end membership or customer lifecycle, including acquisition, retention, and renewals.
- Experience with CRM, ticketing, and customer experience platforms (Intercom, Zendesk, HubSpot, Salesforce, or similar).
- Experience leveraging AI tools and automation to improve customer communication and operational efficiency.
- Strong analytical skills with experience reporting on conversion, CSAT, NPS, response times, retention, and customer lifetime value.
- Exceptional communication skills with a passion for delivering an outstanding student experience.
- Ownership mentality with the ability to build scalable processes and lead through change.
- Thrives in a fast-paced, founder-led environment and enjoys balancing strategic leadership with hands-on execution.
Why You’ll Love Working With NYP!
Competitive Pay: Full-Time: $110,000–$150,000 all in compensation (base + bonus)
Benefits: Medical, dental, and vision insurance, PTO, and 401k.
Wellness: Complimentary Pilates classes and exclusive retail discounts.
Creative Culture: Collaborate with a design-obsessed, mission-driven team shaping the future of boutique fitness.
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