Director of Member Services

The Director of Member Services is a dynamic leadership role responsible for creating a high-quality, mission-driven member experience across both front desk operations and the wellness department. This role oversees membership services, fitness staff, group exercise programming, and personal training to ensure seamless coordination, exceptional service, and impactful wellness offerings for the community.

-Bachelor’s degree in exercise science, recreation management, business or related field.
-Four or more years of director level management experience at a YMCA or non-profit.
-Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fundraising. 
-Ability to maintain confidentiality.
-Strong leadership, team-building and interpersonal communication skills.
-Experience with membership management software (e.g., Daxko) and fitness scheduling tools preferred.
-Nationally recognized fitness or wellness certifications preferred.
-Flexibility, with the ability to adapt to changing circumstances.
-YMCA Team Leader or Multi-team/Branch Leader certification.
-CPR, First Aid, AED certifications and Child Abuse Prevention training and other required trainings and tests within 60 days of hire date.

-Lead and manage daily operations of the Member Services and Wellness departments.
-Build relationships with and among team members. Create a supportive community environment. Responsible for recruiting and engaging new staff members and connecting them to the YMCA’s cause.
-Develop and implement membership recruitment, engagement, and retention strategies.
-Monitor and improve the member experience from first point of contact through ongoing involvement.
-Create a welcoming and safe environment by actively engaging with new and current members, in addition to modeling outstanding customer service to members, guests, and program participants.
-Be visible and approachable to YMCA members and staff. Identifies and takes ownership of solving problems in a professional manner. Always conveys a positive attitude when interacting with members, guests and staff.
-Coordinate scheduling, staffing, and quality assurance for all fitness classes and wellness programs.
-Ensure consistent delivery of excellent customer service and health & safety standards.
-Collaborate with leadership to ensure the safe and responsible operation of the Y including rotating responsibilities for overall facility supervision and program coverage, actively participates in all applicable staff meetings, trainings, and special events. 
-Maintain department budgets and support YMCA fundraising and community engagement efforts.
-Address member concerns promptly and professionally, reinforcing YMCA core values.
-Support facility cleanliness, maintenance needs, and risk management procedures.

-Works Director on Duty shifts as scheduled.
-Performs other duties as assigned.