Description
POSITION SUMMARY: The Member Services Associate Director provides leadership and oversight of the YMCA’s Membership and Family Engagement operations to ensure exceptional member experience and the effective delivery of programs and services. This position is responsible for supervising, developing, and engaging staff and volunteers; maintaining consistent operational procedures; supporting membership growth and retention; overseeing departmental financial processes and budget management; and ensuring compliance with YMCA policies, safety standards, and risk management practices. The Associate Director fosters a welcoming, inclusive, and mission-driven environment, builds strong relationships with members and community partners, and supports fundraising, marketing, and community engagement initiatives that advance the YMCA’s mission of Youth Development, Healthy Living, and Social Responsibility.
Requirements
ESSENTIAL FUNCTIONS:
1. Provide exceptional customer service to members, staff, volunteers, and guests by building positive relationships, using names, initiating conversations, responding promptly to inquiries and concerns, and applying Listen First skills to enhance the overall member experience.
2. Demonstrate a strong commitment to the YMCA’s mission of Youth Development, Healthy Living, and Social Responsibility. Model the core values of Caring, Honesty, Respect, Responsibility, and Faith through daily interactions, programming, and leadership.
3. Foster a diverse, equitable, and inclusive environment where all individuals feel welcomed and valued. Identify opportunities for innovation, proactively resolve problems, and implement strategies to improve service quality, member satisfaction, and operational effectiveness.
4. Support the development and implementation of cause-driven programs, family activities, and services that advance the YMCA’s mission, promote character development, and create meaningful community impact.
5. Support the YMCA’s annual campaign and fundraising initiatives by recruiting campaigners, participating in planning committees, cultivating a culture of philanthropy, and developing staff and volunteers as ambassadors for the YMCA’s mission and community impact.
6. Support marketing and promotional efforts by maintaining accurate website content, promoting branch programs and events, and ensuring consistent communication of the YMCA’s mission, services, and community impact.
7. Develop and maintain collaborative relationships with other YMCA branches, community organizations, local businesses, and educational institutions to expand partnerships, outreach, program opportunities, and internships. Represent the YMCA through community presentations and engagement activities.
8. Recruit, hire, train, supervise, develop, and schedule Member Services and Family Engagement staff and volunteers, including personnel supporting child watch, Parents’ Night Out (PNO), Kids’ Night Out (KNO), Birthday Parties, and Family Fun Nights.
9. Provide ongoing coaching, feedback, and support to promote staff engagement, accountability, professional growth, and retention. Conduct regular staff meetings and performance evaluations, communicate expectations, reinforce the YMCA’s mission, and establish strategies to achieve departmental goals.
10. Provide leadership and support for YMCA special events, community activities, and departmental programs. Assist with or deliver programs and activities as needed to maintain effective operations and meet staffing requirements.
11. Provide leadership and oversight of daily Membership and Family Services operations to ensure efficient, consistent, and high-quality service delivery aligned with YMCA standards and departmental objectives.
12. Audit the implementation of Welcome Desk procedures, maintain and update operational guidelines, communicate procedural changes to branch leadership and staff, and ensure membership records and files are accurate, complete, and maintained according to established procedures.
13. Oversee branch rentals and related contracts, as well as corporate membership billing and invoicing, ensuring accuracy, timely processing, and adherence to established procedures.
14. Coordinate financial transactions with leadership staff, prepare daily bank deposits in accordance with established financial controls, and review and approve departmental payroll in compliance with organizational guidelines.
15. Build and monitor the annual Membership and Family Services budget, review expenditures, implement adjustments as appropriate, and assist with annual budget development, financial planning, and responsible resource allocation.
16. Collaborate with branch leadership to maintain a clean, safe, and welcoming environment. Coordinate daily cleanliness needs and support quarterly deep-cleaning, preventative maintenance, and facility improvement efforts.
17. Maintain high standards of program quality, participant safety, and risk management. Ensure staff and volunteers understand and follow applicable safety requirements, emergency procedures, and organizational expectations.
18. Understand, follow, and enforce applicable Human Resources, Finance, operational, administrative, and departmental policies. Ensure compliance with the employee handbook, director handbook, department handbook, and Emergency Response Plan Manual.
19. Participate in management team meetings, committees, and cross-departmental initiatives as assigned. Demonstrate the YMCA’s established leadership, communication, relationship-building, and operational competencies, and pursue ongoing professional development through training, research, conferences, and other learning opportunities.
20. Perform other related duties as assigned by the supervisor.
QUALIFICATIONS:
· High school diploma and a minimum of 2 years of customer service and supervisory experience, or an equivalent combination of education and experience.
· Interpersonal & coaching skills
· Excellent oral and written communication skills
· CPR/First Aid Certification within 30 days
· Ability to respond to safety and emergency situations
· YMCA or other non-profit experience preferred.
· Computer Skills in Microsoft Office, Paylocity, MemberWorks, SGA
· Highly attentive to detail.
· Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
