Customer Experience and Sales Manager


Position Overview

We are seeking a dynamic and driven leader with exceptional customer care standards. At Galileo, our bar for service is excellence and we strive to exceed our families’ expectations at every turn. To us, great service and sales means matching a family’s needs with everything that our programs can offer. When we do this, we achieve more impact and we help make parents’ lives easier. As the Customer Experience & Sales Manager, you will lead and inspire a team of seasonal customer success specialists to be true partners with parents and deliver an outstanding enrollment and service experience. This is an opportunity to join a fun, mission-driven, award-winning organization poised for significant growth in the coming years. 


We value divergent thinkers who bring various experiences and viewpoints to the table at Galileo. We strongly encourage members of underrepresented groups and people of diverse backgrounds to apply.


About Galileo

We have a totally audacious mission. We think the world needs innovators. We also think kids who learn to explore and fail without fear—the essence of innovation—are happier, more creative and more confident when faced with life’s challenges. They don’t always get this incredible boost in other settings, but thousands of them have been getting this boost at Galileo since 2002.


It takes a village to bring these fresh, inspiring, ever-evolving camp programs to over 30,000 campers every summer, and our headquarters team is up to the challenge. We believe that WE are Galileo. United by a shared dedication to our mission to create a world of fearless innovators, we encourage innovation in everything we do, whether writing cutting-edge curriculum, staffing exceptional summer teams, purchasing and packing supplies, spreading the word about our camps or delivering top-notch customer service. Click here to learn more about our mission from our CEO & Founder, Glen Tripp.


Core Qualities, Abilities & Motivation

  • Understands and is motivated by consultative phone sales and is excited to be on the phone a great deal
  • Positive, upbeat, and energized by interaction with teammates and customers
  • Motivated by and driven toward results, both for self and as the leader of a team
  • Loves and has a strong track record of providing exceptional service to customers
  • Proven ability to effectively problem solve and come up with solutions on the fly
  • Highly organized and strong with follow through
  • Team player, who enjoys collaborating with others and views own success as the team’s success

Required Experience & Education

  • Bachelor’s degree required
  • Minimum 5 years’ experience:
    • managing a sales team for a growing and results driven organization; experience with a service or education/child focused organization is a plus
    • driving phone sales and customer service, including successful and positive resolution of customer concerns and issues
  • Experience developing and leading sales, service, and technical training
  • Staff hiring experience
  • Skill and experience soliciting and implementing feedback daily to improve performance
  • Strong tech skills across multiple platforms including Office, Google, and Salesforce
  • Call center management experience a plus

Essential Duties & Responsibilities

Department Management

    • Together with the COO, develop vision and a strategic plan for company’s customer service and sales function, including tactics, goals and metrics to achieve annual enrollment and revenue budget and targets
    • Hire, train, manage and lead a seasonal (Jan-Aug) call center team of 6+ staff. Conduct weekly 1:1s and team meetings, conduct regular evaluations and provide and manage feedback for improvement
    • Manage and report on team performance weekly

Camp Enrollment

    • Ensure a smooth and efficient enrollment process for all Galileo customers, totaling over 50,000 registrations (and growing) per season
    • Manage inbound and outbound lead/inquiry, enrollment and service calls to successful conversion or resolution in line with team goals and benchmarks for revenue, number of enrollments per camper/family, conversation rate benchmark, and call duration, etc.
    • Manage resolution of customer service inquiries or complaints in line with Galileo’s high-touch service expectations. Communicate with families regarding cancelled programs and manage team to perform enrollment transfers
    • Manage response to all inbound email and postal correspondence with customers and inquiries
    • Manage Galileo’s Financial Assistance program. Manage enrollment process and create application. Review applications and make awards. Manage operations of enrollment for financial assistance partnerships with school districts and other organizations. Achieve annual goals for Financial Assistance enrollment (over 4,000 per year)
    • Personally answer 40+ calls per day during the enrollment season
    • Working closely with the field operations and marketing departments, devise plan to achieve annual camper retention goals. Execute on tactics including, but not limited to, making outbound calls, sending personalized emails or postcards, and following up with VIPs

Camp Support

    • Directly support Camp Directors and Operations Coordinators with all things related to registration and customer service at camp. Provide back office support for processes to Operations Coordinators and Camp Directors as needed. Ensure timely completion of registration changes and paperwork submittal to HQ
    • Support annual creation of registration system/processes training content (video, screencast, e-learning, etc.) for Operations Coordinators and Camp Directors
    • Manage the camper aide process together with support from the people operations team

Registration System Administration and Other Support

    • In partnership with other Galileo HQ departments, manage the creation of all individual camp products into our Salesforce based registration and CRM system. Ensure accuracy of data and test registration system functionality prior to launch by managing rigorous QA program. Manage ongoing capacity changes and data entry
    • Revise/create at-camp enrollment and change forms and ensure distribution
    • Perform weekly data and revenue audits to ensure reporting/billing/charging accuracy, perform system reconciliation and manage corrections and refunds
    • Create and manage enrollment dashboard and report out weekly to the company on enrollment performance
    • Process school auction/fundraiser donation requests and manage system discount creation in partnership with the marketing department
    • Manage relationships with company’s lunch vendors to ensure smooth data flow and accuracy; reconcile and process invoices
    • Manage and support process for returning lost and found belongings to campers post-summer
    • Work with Galileo’s HQ Operations Coordinator to support other general office management tasks as needed 

Schedule & Time Commitment

  • Galileo asks for 3 year minimum commitment
  • Regular office hours, as well as occasional weekend and evening work

Classification & Compensation

  • Year-round, full-time, salaried (exempt) employee
  • Base and bonus potential to be discussed during interview
  • Medical and Dental benefits provided. 401(k) provided after one year of employment

Supervision Given/Received

General supervision provided by Chris Goetz, Chief Operating Officer


Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation:

  • Some lifting and carrying up to 30 lbs.
  • Typing, writing, reading
  • Seeing, hearing and speaking, both nearby and at a distance
  • Frequent sitting
  • Standing, walking, kneeling

Work Location
Galileo Learning’s Headquarters, 1021 Third Street, Oakland, CA 94607


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