Director, Membership Operations

YBC • Vancouver, BC

4d • CA$105,000 - CA$115,000 • Onsite

About The Position

Reporting to the VP of Health, Fitness and Aquatics, the Director of Membership Operations leads all YMCA BC Membership Centres (non-municipal), ensuring alignment with organizational programs and membership models. The role provides leadership to Centre Managers, supports membership growth and retention, and oversees high-quality delivery of fitness, aquatics, and family programming. Accountable for achieving performance and financial targets, the Director advances strategic priorities, including health equity and EDIB, while collaborating with subject matter experts and internal partners to ensure consistent, effective operations and team development.

Requirements

• Demonstrated senior leadership experience (5–10 years) ideally at the YMCA, with a strong track record of achieving membership and operational targets.
• Extensive experience managing complex, multi-site operations, including responsibility for strategic planning and delivery of high-level organizational objectives.
• Proven ability to drive growth across people, membership, programs, participation, and revenue, supported by a growth-oriented mindset.
• Bachelor’s degree in a related field required; additional certifications or professional designations are considered an asset.
• Experience working within large, matrixed organizations, with accountability for delivering diverse and complex services.
• Strong interpersonal and relationship-building skills, with the ability to engage effectively with members, staff, volunteers, community stakeholders, and partners.
• Excellent written and verbal communication skills, including public speaking and presentation capabilities.
• Demonstrated cultural competence and ability to work effectively with individuals from diverse backgrounds and across visible and invisible dimensions of diversity.
• Sound judgment and strong decision-making skills, with the ability to manage and resolve complex and sensitive issues.
• Successful candidate will be required to provide 3 satisfactory references
• Successful candidates will be required to provide or obtain, prior to starting, a current and satisfactory Criminal Record Check with a Vulnerable Sector Search.

Nice To Haves

• additional certifications or professional designations are considered an asset.

Responsibilities

• Provide leadership and direct supervision to Centre Managers across YMCA BC Membership Centres, supporting delivery of Membership Sales & Service, Aquatics, Fitness, and Child, Youth & Family programs.
• Build, coach, and develop high-performing teams to ensure strong operational execution and an exceptional member experience.
• Ensure service standards and performance targets are achieved and continuously improved.
• Responsible for delivering on established membership centre KPIs, including $25M+ in revenue generation, and driving results against annual contribution margin, membership growth, and participation targets.
• Oversee delivery of programs and services in alignment with YMCA standards and the Shine on Service Program.
• Ensure fulfillment of contractual obligations and achievement of annual social and financial objectives.
• Lead centre-level implementation of membership acquisition and retention strategies in collaboration with subject matter experts (SMEs).
• Monitor operational performance and take corrective action to meet targets outlined in operating plans.
• Ensure consistent, high-quality delivery of programs and services across all centres.
• Lead, implement, and adapt organization-wide strategies and operational plans to meet membership and performance objectives.
• Advance the YMCA BC 4 Pillars, Strategic Plan, and commitments to Health Equity and EDIB.
• Lead change management initiatives supporting organizational priorities, unification, and contractual requirements.
• Collaborate with senior leadership and Shared Services on pricing, marketing, and program development decisions.
• Partner with Subject Matter Experts to ensure program quality, consistency, and alignment with organizational direction.
• Establish and maintain effective feedback loops with Health Fitness Aquatics (HFA) teams, including SMEs and Facilities, to improve operations and service delivery.
• Manage and resolve escalated operational, service, and people-related issues beyond the Centre Manager level.
• Lead or support crisis and incident management, including coordination with Communications and media relations.
• Address complex participant concerns and oversee resolution of staff performance and conduct issues across all levels.

Benefits

• Competitive vacation and paid sick time
• Access to YMCA gym facilities at locations where we maintain physical sites + Y@Home
• Generous employer-matched pension plan
• Eligibility for Extended Medical and Dental Benefits
• Training and Professional Development Opportunities
• Extensive Employee assistance program
• Reduced childcare rates and priority placement for YMCA Staff
• Be part of a charitable organization that positively impacts the community

What This Job Offers

• Job Type: Full-time
• Career Level: Director