Chief Member Experience Officer (COO/Chief Academic Officer)

Boys & Girls Clubs of Greater Milwaukee•Milwaukee, WI

16h

About The Position

Boys & Girls Clubs of Greater Milwaukee invites applications for a Chief Member Experience Officer to join our team. The Chief Member Experience Officer (CMEO) is a key member of the President’s Cabinet and provides executive leadership for the overall experience of more than 3,500 youth members served daily across 49 Club sites and Camp Whitcomb Mason. This role ensures that all Member Experience locations deliver safe, high-quality, mission-driven experiences aligned with BGCA core program areas, DCF licensing requirements, Department of Public Instruction (DPI)/Community Learning Center (CLC) outcomes, and the BGCGM strategic plan. The CMEO has executive responsibility for all aspects of Member Experience, including: Strategy and Development, Operations (Clubs, Ready Center and Camp operations), Program Quality, and Member Safety. This position also serves as the BGCGM executive representative for the Board-led Member Experience Committee, ensuring trustees have clear visibility into youth impact, program execution, and progress against strategic plan goals. The CMEO is responsible for advancing BGCGM’s six Strategic Drivers: 1. Improve Club Member Experience and Outreach 2. Build Community Engagement 3. Create Positive Employee Experiences 4. Improve Board Engagement 5. Foster a Culture of Excellence, Collaboration, and Innovation 6. Achieve Financial Sustainability

Requirements

Minimum of 10 years of senior-level experience in non-profit management, with a proven track record of success in leading non-profit operations.
Demonstrated experience in creating strategies that lead to organizational change and growth, so positive outcomes and strategic goals can be achieved.
A strong understanding of youth development and experience working with youth from historically underserved communities.
Ability to establish and maintain effective working relationships with Club staff, subordinates, Board members, community groups, and other related agencies.
Exceptional leadership and team-building skills, with the ability to lead and mentor a diverse team of professionals.
Excellent written and verbal communication skills, including public speaking and persuasive presentation abilities.
Bachelor's degree required

Nice To Haves

Master’s degree and/or relevant professional certification(s) preferred.

Responsibilities

Serve as a member of the President’s Cabinet and contribute to organizational strategy and development, cross-functional planning, and leadership decision-making.
Translate BGCGM’s six Strategic Drivers into actionable strategies and tactics that will drive a future of organizational success through the development and enhancement of: systems, standards, performance measures (notably a Trustee dashboard), and continuous improvement processes across all Member Experience functions.
Ensure Member Experience strategies are aligned with organizational goals, funding priorities, and long-term growth strategies.
Model and foster a culture of excellence, safety, youth impact, and continuous learning.
Partner with Mission Advancement to secure revenue through grants, donor engagement, and mission-aligned partnerships.
Drive the development of strategic briefings, performance dashboards, and presentations that inform trustee oversight of youth outcomes, safety, quality, and organizational progress, coordinating with the CEO and leadership team to ensure consensus before Board review.
Create high-impact board member engagement opportunities—such as Club visits, volunteer events, youth showcases and learning experiences—to deepen trustee understanding and commitment.
Elevate BGCGM’s presence and credibility by representing BGCGM at community meetings, school district convenings, public-sector engagements, and national BGCA forums.
In coordination with the Director of Member Experience & Strategic Partnerships, build strong community partnerships that expand access to services, enhance program quality, and support youth and family needs in support of the Clubs’ role as Milwaukee’s seedbed environment for positive youth development across the city landscape.
Lead, mentor, and support the Member Experience Leadership Team in fostering shared accountability, collaboration, transparent communication, and innovation.
Support the partnerships with HR, Finance, Mission Advancement, and Communications to ensure seamless daily operations and alignment across the enterprise.
Support the collaboration with Human Resources to build a workforce of high engagement, high performance and high retention, so BGCGM’s workforce is positioned to drive organizational success through the delivery of world-class youth experiences.
Collaborate with Finance and Mission Advancement to ensure accurate forecasting, strong fiscal stewardship, and compliance with grant and regulatory requirements.
In coordination with the Senior Director of Marketing & Communications, advance outreach strategies to increase member participation, retention, and reach – particularly for underserved youth.
Develop revenue-generating opportunities such as expanded program offerings and other revenue streams that strengthen organizational sustainability.
Responsible for overseeing the development of Member Experience budgets, staffing models, and resource allocations to drive operational efficiency, impact and the achievement of organizational strategic goals. Ensure Member Experience compliance with budget, staffing, and resource allocations.
Provide executive oversight for Camp Whitcomb Mason, ensuring high-quality programming, operational excellence, and financial sustainability.
Expand Camp’s role as a mission-aligned resource that supports Member Experience goals and introduces revenue-generating specialty camps and outdoor education.
Ensure programming integrates BGCA core program areas, DCF requirements, and CLC outcomes.
Collaborate with the Executive Director of Talent, Quality & Assessment to ensure continuous quality-improvement systems including fidelity monitoring, site assessments, dashboards, and OKRs.
Champion innovation by identifying emerging trends, best practices, and new opportunities to strengthen Club programming.
Lead development and implementation of standardized program models, templates, schedules, and quality expectations to ensure consistency across all sites.
Support leadership development for Member Experience leaders in areas such as, youth development, program implementation, culture-building, and safety.
Promote organizational learning in youth development practices, safety protocols, program models, and quality frameworks.
Support strategies and efforts to ensure direct service staff have the resources, support, and clarity needed to deliver high-quality programming.
Provide executive oversight for all youth safety protocols, compliance standards, supervision practices, and environmental safety for all Member Experience locations.
Provide executive advisement to the Safety Committee.
Ensure alignment with BGCA safety expectations, DCF licensing, and state/federal regulations.
In partnership with the Chief Innovation & Impact Officer, provide executive oversight to ensure that the organization is responding to emerging safety concerns via incident reporting, incident data, site observations, and through strong cross-departmental communication.