MEMBERSHIP ENGAGEMENT ASSOCIATE DIRECTOR
About The Position
The Member Services Associate Director provides leadership and oversight of the YMCA’s Membership and Family Engagement operations to ensure an exceptional member experience and effective delivery of programs and services. The role supervises, develops, and engages staff and volunteers; maintains consistent operational procedures; supports membership growth and retention; oversees departmental financial processes and budget management; and ensures compliance with YMCA policies, safety standards, and risk management practices. The Associate Director fosters a welcoming, inclusive, mission-driven environment, builds relationships with members and community partners, and supports fundraising, marketing, and community engagement initiatives advancing the YMCA’s mission of Youth Development, Healthy Living, and Social Responsibility. The role also provides operational leadership for Membership and Family Services, including staff development, service quality, family programming, financial administration, facility coordination, and safety.
Requirements
- High school diploma and a minimum of 2 years of customer service and supervisory experience, or an equivalent combination of education and experience.
- Interpersonal and coaching skills.
- Excellent oral and written communication skills.
- CPR/First Aid certification within 30 days.
- Ability to respond to safety and emergency situations.
- Computer skills in Microsoft Office, Paylocity, MemberWorks, and SGA.
- High attention to detail.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Nice To Haves
- YMCA or other nonprofit experience.
Responsibilities
- Provide exceptional customer service to members, staff, volunteers, and guests by building positive relationships, responding to inquiries and concerns, and applying Listen First skills.
- Model the YMCA mission and core values of Caring, Honesty, Respect, Responsibility, and Faith.
- Foster a diverse, equitable, and inclusive environment; identify opportunities for innovation, resolve problems, and implement service and operational improvements.
- Support development and implementation of cause-driven programs, family activities, and services that advance the YMCA mission and create community impact.
- Support annual campaign and fundraising initiatives by recruiting campaigners, participating in planning committees, and developing staff and volunteers as YMCA ambassadors.
- Support marketing and promotional efforts, maintain accurate website content, promote branch programs and events, and communicate the YMCA’s mission and services.
- Develop collaborative relationships with YMCA branches, community organizations, businesses, and educational institutions; represent the YMCA in community engagement activities.
- Recruit, hire, train, supervise, develop, and schedule Member Services and Family Engagement staff and volunteers, including personnel supporting child watch and family events.
- Coach staff, provide feedback, conduct meetings and performance evaluations, communicate expectations, and develop strategies to achieve departmental goals.
- Lead and support special events, community activities, and departmental programs; assist with or deliver programs as needed.
- Oversee daily Membership and Family Services operations to ensure efficient, consistent, high-quality service.
- Audit Welcome Desk procedures, maintain operational guidelines, communicate procedural changes, and ensure membership records and files are accurate and properly maintained.
- Oversee branch rentals and related contracts, as well as corporate membership billing and invoicing.
- Coordinate financial transactions, prepare daily bank deposits, and review and approve departmental payroll in accordance with organizational guidelines.
- Build and monitor the annual Membership and Family Services budget, review expenditures, and assist with budget development and financial planning.
- Collaborate with branch leadership to maintain a clean, safe, and welcoming environment; coordinate daily cleaning needs and support deep-cleaning, maintenance, and facility improvements.
- Maintain program quality, participant safety, and risk management standards; ensure staff and volunteers follow safety requirements and emergency procedures.
- Follow and enforce applicable Human Resources, Finance, operational, administrative, and departmental policies and manuals.
- Participate in management meetings, committees, and cross-department initiatives, and pursue ongoing professional development.
- Perform other related duties as assigned by the supervisor.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
