MEMBER SERVICES SHIFT MANAGER

Madison Area YMCA • Madison, NJ

2d

About The Position

We’re looking for a Member Services Shift Manager who can lead our Welcome Center team during evenings and weekends, creating a positive, welcoming experience for every person who walks through our doors.

If you enjoy working with people, keeping things running smoothly, and stepping in where needed, this role puts you right at the heart of the Y.

Requirements

• Experience in customer service (bonus if you’ve led a team before)
• Strong communication and problem-solving skills
• Someone who enjoys building relationships and helping others
• Organized, reliable, and able to juggle multiple priorities
• Comfortable using computer systems and learning new software
• Willingness to work evenings, weekends, and jump in when coverage is needed
• Prior customer service experience.
• Enjoy, be skilled at and understand the importance of building relationships with people: members, staff, volunteers, donors, and community leaders.
• High degree of accuracy with information provided.
• Multi-task oriented; effective organizational skills and able to take initiative.
• Ability to effectively communicate and problem-solve.
• Ability to respond to safety and emergency situations.
• Experience with computers and database systems.

Nice To Haves

• Experience in customer service (bonus if you’ve led a team before)

Responsibilities

• Lead the Welcome Center
• Oversee daily operations during assigned shifts, ensuring a clean, organized, and welcoming environment
• Keep procedures consistent and up to date, and make sure staff are trained and informed
• Step in and support the front desk when needed
• Assist with administrative processes like member account updates and issue resolution
• Track member interactions and follow up where needed
• Help manage systems like ACTIVE and tour tracking
• Support and Develop Staff
• Work closely with the Member Engagement Manager and Director to keep operations consistent across all shifts
• Help hire and train Member Services staff and volunteers
• Provide feedback, support performance improvement, and build a strong team culture
• Share updates, ideas, and feedback to improve how we serve members
• Serve as a go-to resource during your shift
• Create a Great Member Experience
• Build relationships with members and help them feel connected to the Y
• Support member engagement, retention, and satisfaction efforts
• Handle member concerns, account questions, and cancellations with professionalism and care
• Support the Y Mission
• Promote programs, events, and volunteer opportunities
• Participate in and support our Annual Campaign and fundraising efforts
• Help connect members to the full impact of the YMCA in the community

Benefits

• You’ll be part of a team that believes in strengthening community through connection, service, and opportunity. Every shift is a chance to make someone feel welcome, supported, and part of something bigger.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees