Manager on Duty

EUGENE FAMILY YMCA•Eugene, OR

2d•$21 - $21•Onsite

About The Position

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Manager on Duty (MOD) at the Eugene Family YMCA intentionally fosters a culture that is welcoming, genuine, hopeful, nurturing, and determined while supporting daily operational, administrative, and member engagement functions. The MOD serves as the on-site operational authority during assigned shifts and is responsible for membership staff supervision, member safety, facility oversight, and incident response. The MOD fosters a cause-centered YMCA culture while ensuring safe, smooth, and effective facility operations. This role provides real-time shift supervision, operational decision-making within established YMCA policies, and enforcement of staff and member accountability during assigned shifts, particularly in the absence of senior leadership.

Requirements

At least 4-½ years of experience in customer service, direct in-person sales, guest services, or related field in a fast-paced environment
At least two years of direct employee supervision and leadership, including staff training
Previous experience working in a public-facing position where complex problem-solving, conflict resolution, and de-escalation skills were required
At least intermediate-level proficiency with computer skills and typical business software (Microsoft apps such as Outlook, Teams, OneDrive, Word, Excel, etc.); and knowledge of database systems and cloud-based technologies

Nice To Haves

Five years previous experience supervising and leading employees
Previous experience working at a YMCA or fitness center in a leadership role
Previous experience working in a customer service role at a fitness center
Ability to speak conversational Spanish

Responsibilities

Serves as the on-site operational authority responsible for membership staff supervision, member safety, facility operations, and incident response during assigned shifts.
Serves as a champion of the Y’s culture and voice, encouraging staff and members to demonstrate behaviors that are Welcoming, Genuine, Hopeful, Nurturing, and Determined.
Intentionally fosters and enforces a culture of caring, trust, and respect by promoting “Listen First; Achievement, Relationships & Belonging;” and “The Most Welcoming Place on Earth” behaviors with all employees, members, and program participants.
Monitors security procedures and facility operations while conducting regular facility walk-throughs.
Consistently models expectations outlined in the Membership Representative Framework and ensures membership staff adhere to established service standards.
Assists the Guest Services Director in ensuring proper staffing coverage during assigned shifts by verifying schedules, coordinating shift adjustments when needed, and communicating changes appropriately.
Leads opening and closing shifts, ensuring completion of required checklists and operational procedures.
Coordinates incident response during assigned shifts, applying established YMCA policies and procedures to address member complaints, safety concerns, facility issues, and emergency situations.
Ensures proper documentation and timely communication to senior leadership following any significant incident.
Serves as the first point of contact for membership employees during member incidents, injuries, and behavioral concerns when senior leaders are not present.
Escalates matters beyond defined authority to the Guest Services Director or appropriate senior leadership.
Ensures all required incident reports are accurately completed in Facility One and assists employees in proper documentation.
Assists members and guests at the Welcome Center and throughout the facility, building relationships, encouraging member engagement, informing participants of programs, and modeling YMCA values in all interactions.
Conducts regular building walkthroughs to ensure safety, cleanliness, proper supervision, and compliance with YMCA policies and program rules.
Assists with setup and directs participants during special events, workshops, meetings, and facility activities.
Covers Welcome Center shifts as needed, serving in both front-line and facility leadership capacities.
Facilitates training and mentoring of Membership Representatives, including onboarding support and ongoing operational training to ensure staff can effectively perform assigned duties.
Provides on-shift oversight, training support, and mentoring for Welcome Center employees in core operational areas.
Trains, supports, and provides on-shift supervision to volunteers assisting with coffee service and other assigned activities, ensuring compliance with YMCA policies, member service expectations, and safety standards.
May assist with special membership-related projects such as member outreach campaigns, usage reporting, financial assistance processing, Daxko system tasks, billing issue tracking, and basic reporting as requested by the Guest Services Director.
Responsible for cash box accountability during assigned shifts, ensuring daily reconciliation, refund processing, and adherence to established cash handling protocols.
Understands and performs all Membership Representative responsibilities as needed.
Participates in required employee trainings and in-services and may lead portions of team meetings or operational trainings as assigned.
Applies established YMCA policies, procedures, and membership service standards to make on-shift operational decisions within defined guidelines.
Identifies operational improvement opportunities and shares recommendations with the Guest Services Director.
Maintains frequent positive interactions with members and guests, demonstrating professionalism, tact, and cultural awareness when addressing diverse needs and concerns.
Maintains attention to detail, meets deadlines, and supports efficient daily operations.
Performs daily quality checks aligned with designated “Critical to Service” areas to ensure stewarded spaces are clean, organized, and well stocked.
Completes all required training within designated timeframes.
Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment, and must have reliable transportation
Other duties as assigned.