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 betweencoaching, 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

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