Operations Director

Position Summary

The Family Center Operations Director oversees the daily operations for their assigned location and shift, as part of the FC senior leadership team; including leadership for programming, staff and physical building operations. Facilitates performance, maintains high standards and conditions to lead a staff team that fosters a safe and welcoming environment with an emphasis on providing the highest level of customer service. Creates a culture of revenue generation, growth and fiscal responsibility.

• Bachelor’s degree or equivalent work experience required; in business, management or related field of study preferred.
• Minimum 3 years of progressively responsible experience in health or wellness operations management, retail management, or management of multiple programs with strong fiscal management; YMCA experience preferred.
• A proven record of successful leadership in the areas of managing multiple departments; including creating schedules, directing staff in salaried, full-time and part-time roles.
• Prefer knowledge of, and previous experience with, individuals and families from diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
• Experience in working closely with volunteers for program and committee support.
• Microsoft Office proficiency required. With the ability to learn and adapt to new technology.
• Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
• Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
• Must obtain within 60 days of employment and then maintain current certifications in CPR, First Aid, AED and Oxygen Administration.

• Directs the Family Center operations and oversees programming in accordance with the policies, procedures and standards established by the YMCA of Central Florida. Directs and assign staff, follows up on work and provides problem-solving assistance.
• Achieves financial objectives by adhering to an annual budget; scheduling expenditures; analyzing variances and initiating corrective actions. Monitors operating, financial statements, and membership targets and program margins.
• Builds and maintains a dynamic staff team by recruiting, selecting, onboarding, and training. Responsible for staff retention and supports career succession planning.
• Manages staff and ensures expected performance results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising performance in the assigned HR system/technology.
• Achieve a high level of member service satisfaction in all Family Center departments as measured through the members survey & key indicator metrics.
• Ensures proper implementation of staff schedules utilizing the company Time and Labor scheduling system, and implement procedures to provide maximum opportunities for member/staff connections. Collaborate and work effectively with all departments to achieve desired results for the Family Center.
• Proactively reviews member utilization activities through available technology and reports, including point of sale (POS) Salesforce, and MyWellness; recommends corrective action and effectively communicates goals and follows up with staff.
• Secures all aspects of building operations and physical facilities as it relates to member service; including security measures and inspections in compliance with established procedures; utilizing Facility Dude to communicate and coordinate repairs as necessary.
• Manages and maintains clean facilities, property, and equipment within the Family Center. Ensures compliance with established policies and full utilization of personnel, materials, and facilities, with concern for safety and sanitization.
• Maintains the integrity and reputation of the Family Center through established brand guidelines and remains up to date with the latest marketing campaigns.
• Contributes to the leadership team effort by accomplishing related results. Reviews professional publications; establish personal networks; participate in professional societies.
• Monitor daily operations to adhere to all YMCA of Central Florida safety standards and policies. Complete appropriate documentation as required and ensure all staff are current with mandatory certifications.
• Assists in the annual giving campaign.
• Report all accidents/incidents to your supervisor and follow the Association’s current employee and member injury reporting procedures.
• All other duties as assigned by management

Leadership Areas of Focus

Membership

• Implement membership and sales strategies that promote recruitment of new members, retention of existing members, and growth in membership revenue. Direct staff to support and achieve membership development/retention goals.
• Execute marketing plans to build membership.
• Analyze data, systems and processes to increase membership growth and retention opportunities within the Family Center.
• Ensure proper implementation of front desk schedules and procedures to provide maximum opportunities for member/staff connections. Collaborate and work effectively with all departments to achieve desired results.
• Identify and employ best practices in systems and technology to support effective sales management of memberships. Utilize available sales tools, technology, reporting tools and data that enhance operations and member retention.
• Manage the membership process from opportunity through close of sale utilizing designated tracking systems.
• Promote program and membership enrollment through product knowledge and interactions with existing and potential members. Collaborate with department leads to maximize enrollments in program registration.
• Promote the Family Center and YMCA of Central Florida’s special events among the members and community.

Member Experience

• Innovate & implement Family Center programs that promote retention of existing members and engage new members. Direct staff to support health and wellness initiatives to achieve retention goals.
• Analyze data, systems and processes to recognize growth and retention opportunities within assigned department(s).
• Ensure proper implementation of staff schedules and procedures to provide maximum opportunities for member/staff connections. Collaborate and work effectively with all departments to achieve desired results.
• Establish systems for regularly scheduled equipment inspections to ensure proper and efficient working order at all times. Coordinate and schedule equipment maintenance and repairs. Purchase equipment, parts and supplies approved by the purchase requisition process.
• Monitor daily operations to adhere to all YMCA of Central Florida health and safety standards and policies. Ensure all staff are current with required certifications.
• Collaborate with department leads to maximize enrollments in program registration.
• Plan and execute member engagement events at the Family Center. Promote the Family Center and the YMCA of Central Florida’s special events among the members and community.
• Establish and lead a volunteer committee that assists in development and execution of membership retention efforts and the strategic plan.