Director, Member Experience (Association Office)
Full-Time / Regular
$80,000 - $83,000 Salaried

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities. 

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all. 

The YMCA of Greater New York is seeking a Director, Member Experience. In collaboration with the Senior
Executive for Membership, the Director, Member Experience will provide
leadership for quality assurance, learning and development, and communication
related to customer care. The priorities of this role are membership growth and
branch support. The responsibilities will include assessing service quality
through observation, feedback, and review of member or participant surveys,
designing and executing strategies to increase quality, including, but not
limited to, leading and designing learning opportunities for staff, and
developing protocols for responding to inquiries via telephone, email, website,
social media, and digital platforms. The Director, Member Experience will shape
the department's brand to be consistently known for exceeding the expectations
of those we serve, both in our product and in the way we treat others.

Key Responsibilities:

• Quality Assurance: Reviewing member or participant surveys, identifying trends in the surveys, gathering feedback from the cabinet and Executive Directors, and designing both Association and Branch strategies rooted in industry best practices and trends.
  
  • In collaboration with Health Lifestyles and Aquatics, will lead the new Member Onboarding Program.
    
  • Provide interim leadership during times of transition at a branch.
    
  • Provide
    support to the branches during key time periods, such as Program Registration
    dates and Open Houses.
• Learning & Development: Identifying and planning development opportunities, leading training, and designing curriculum in collaboration with the Association’s Learning & Development team and the cabinet for the key staff in membership.
• Communications: Developing protocols for responding to inquiries via telephone, email, website, social media, and digital platforms.

Desired Skills & Experience:

• High School Diploma or equivalent required. Bachelor’s Degree or equivalent experience preferred.
  
• Minimum of two (2) years of experience leading the membership strategy of one location.
• One (1) - two (2) years of facilitating learning and coaching staff.
• Certifications to attain within one (1) year of hire: YMCA Introduction to Fiscal Management and YMCA Introduction to Leading Others.
• Knowledge of AS400 Database.
• Knowledge of Non-profit management, Salesforce, and Cornerstone a plus.
• Must be able to inspire others and have difficult conversations.
• In order to provide Branch support on high traffic days like Saturdays, the work week will be Tuesday through Saturday, except when there are planned training sessions on Mondays.
• Must be willing to work flexible hours, including weekends and holidays.
• Leadership skills to have:
  • Attention to detail and organizational skills.
  • Analytical and problem-solving skills.
  • Facilitation and collaboration skills.
  • Effective verbal and listening communication skills.
  • Strong interpersonal and writing skills.
  • Multitasking skills.
  • Decision-making skills.

Benefits:
The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical benefits, paid time off, free YMCA membership, and more! Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work. Click here for more information.

How to Apply:
If you would like to be a member of our dynamic team, please complete our online application and submit your résumé and a thoughtful cover letter that explains your interest in the role and our organization.

If you are a current YMCA employee, please submit your application through the Internal Career Site in Cornerstone.