Director of Experience - Tulsa's Backyard

The Director of Experience is responsible for the leadership and oversight of the membership experience, healthy living programs, and facility rentals at the Herman & Kate Kaiser YMCA and YMCA @ TCC West. This role supports the recruitment and retention of members through high-quality customer service, engaging programming, and innovative wellness initiatives. The Director oversees member services, group exercise, and the private rental experiences, ensuring excellence across all touchpoints. This leader plays a critical role in staff development, community engagement, budget oversight, and supporting the YMCA’s mission through fundraising and outreach.

Required:

• Minimum 2 years in customer service
• Minimum 2 years in managing staff
• Demonstrated ability to develop, manage, and lead programs
• Passion for working with diverse partners and developing strong relationships
• Excellent verbal and written communication skills
• Strong computer and technology skills
• Ability to work flexible hours including evenings and weekends
• Ability to lift 35+ pounds occasionally
• High aptitude for multitasking and problem-solving

Preferred:

• Bachelor’s Degree (BA/BS) or equivalent experience
• Current CPR/AED/First Aid/Oxygen Administration certification (or ability to obtain upon hire)
• Knowledge of YMCA mission and operations
• Experience in budgeting, expense control, and fundraising
• Bilingual – English/Spanish
• Experience in environmental education or retreat services

• Provide direct leadership for daily operations related to membership engagement, fitness and wellness programming, and facility rental services.
• Oversee the hiring, onboarding, training, scheduling, and ongoing development of membership experience staff and volunteers to foster a collaborative and mission-driven workplace.
• Develop and implement a comprehensive strategy for growing wellness programs, including expanding group exercise offerings and integrating new trends in health and fitness.
• Manage all aspects of facility rentals, including sales/bookings, customer experience, and execution, to maximize satisfaction and meet revenue goals.
• Champion a culture of exceptional customer service by modeling behavior, developing staff training, and maintaining a visible leadership presence during peak hours and events.
• Prepare and manage departmental budgets, monitor financial performance, and identify areas for operational improvement and cost savings.
• Collaborate with the Executive Director, fellow Program Director, and cross-functional teams to drive innovation, adaptability, and creative solutions that elevate program quality and strengthen our branches’ collective impact.
• Collaborate closely with the Executive Director and Property Management team to ensure that facilities are clean, safe, well-maintained, and welcoming for all users.
• Maintain strong interdepartmental communication, ensuring that program information, schedules, and updates are clearly conveyed across teams and to members.
• Assist in the creation and distribution of marketing materials that effectively promote facility programs, services, and events.
• Assist in YMCA fundraising efforts; play a leadership role in donor engagement and the annual giving campaign.
• Represent the YMCA at community events and outreach opportunities to strengthen brand awareness and build meaningful relationships.
• Establish and nurture partnerships with local schools, businesses, and community organizations to enhance program reach and collaboration.
• Monitor member satisfaction and program participation regularly, utilizing tools like Listen 360 to make data-informed decisions.
• Uphold and model YMCA core values and ensure a safe, inclusive, and welcoming environment.
• Adhere to all organizational policies and procedures regarding the prevention of abuse.
• Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
• Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.
• Adhere to all organizational policies and procedures regarding the prevention of abuse.
• Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
• Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.