Operations Director, Lake Nona YMCA Family Center

YMCA of Central Florida•Orlando, FL

10d

About The Position

The Operations Director oversees daily operations for an assigned YMCA Family Center location and shift as part of the senior leadership team. The role leads programming, staff, and physical building operations; maintains high standards; and fosters a safe, welcoming environment with excellent customer service. The director also promotes revenue generation, growth, and fiscal responsibility. The position directs Family Center operations and programming in accordance with YMCA of Central Florida policies and standards. It manages budgets, staff recruitment and performance, schedules, member experience, membership growth and retention, facilities, equipment, safety, and compliance. The director collaborates across departments, supports marketing and special events, assists with the annual giving campaign, and leads volunteer involvement in membership retention and strategic planning. The role requires a flexible schedule that may include weekends and holidays, participation in an on-call rotation, and travel within Central Florida. The work environment is usually moderately to loudly noisy, with no substantial exposure to adverse environmental conditions. Physical demands include standing, walking, sitting for extended periods, stooping, kneeling, crouching, reaching, pushing, pulling, lifting up to 20 pounds occasionally, grasping, feeling, repetitive motions, and communicating by phone and in person. Close visual and auditory capabilities are required, including visual acuity to operate a motor vehicle and work with a computer and documents.

Requirements

Bachelor’s degree or equivalent work experience required; business, management, or a related field preferred.
At least 3 years of progressively responsible experience in health or wellness operations management, retail management, or management of multiple programs with strong fiscal management.
Demonstrated successful leadership managing multiple departments, including creating schedules and directing salaried, full-time, and part-time staff.
Experience working closely with volunteers for program and committee support.
Microsoft Office proficiency and ability to learn and adapt to new technology.
Strong analytical and critical-thinking skills, including the ability to use relevant data in planning and decision-making.
Ability to understand, adapt to, and interact with people, teams, perspectives, and cultures that are diverse.
Obtain CPR, First Aid, AED, and Oxygen Administration certifications within 60 days of employment and maintain them.
Willingness to work a flexible schedule, including weekends and holidays as needed.
Willingness to participate in an on-call schedule rotation as required.
Willingness to travel within Central Florida and possession of a valid driver license.
Successful background screening, including criminal and employment verification; some positions may also require a successful credit check.
Ability to meet the described physical demands and communication requirements, with reasonable accommodation where applicable.

Nice To Haves

YMCA experience preferred.
Knowledge of and experience with individuals and families from diverse populations, including differences in language, culture, race, physical ability, and sexual orientation.
Degree in business, management, or a related field preferred.

Responsibilities

Direct Family Center operations and programming in accordance with YMCA of Central Florida policies, procedures, and standards; assign staff, follow up on work, and provide problem-solving assistance.
Manage financial objectives by adhering to the annual budget, scheduling expenditures, analyzing variances, initiating corrective actions, and monitoring operating and financial statements, membership targets, and program margins.
Recruit, select, onboard, and train staff; support retention and career succession planning.
Coach, counsel, and discipline staff; plan, monitor, and appraise performance using the assigned HR system or technology.
Achieve high member-service satisfaction across Family Center departments, as measured by member surveys and key indicators.
Implement staff schedules and procedures that enable member/staff connections; collaborate across departments to achieve Family Center results.
Review member utilization using available technology and reports, including POS Salesforce and MyWellness; recommend corrective actions, communicate goals, and follow up with staff.
Oversee building operations and physical facilities, including security measures and inspections; coordinate repairs using Facility Dude.
Maintain clean facilities, property, and equipment; promote safety and sanitization and ensure effective use of personnel, materials, and facilities.
Maintain the Family Center’s brand integrity and reputation and stay current with marketing campaigns.
Contribute to the leadership team, maintain professional knowledge and networks, and participate in professional societies.
Monitor operations for compliance with YMCA safety standards and policies, complete required documentation, and ensure staff maintain mandatory certifications.
Assist with the annual giving campaign.
Report accidents and incidents to a supervisor and follow injury-reporting procedures.
Respond seriously and confidentially to reports of suspicious or inappropriate behavior; follow mandated child-abuse reporting requirements and communicate the organization’s commitment to protecting consumers from abuse.
Perform other duties assigned by management.
Implement membership and sales strategies to recruit members, retain existing members, and grow membership revenue; direct staff toward membership goals.
Execute marketing plans and analyze data, systems, and processes to identify membership growth and retention opportunities.
Manage the membership sales process from opportunity through close using designated tracking systems and sales tools.
Promote program and membership enrollment through product knowledge and interactions with members and prospective members; coordinate with department leads to maximize program registration.
Promote Family Center and YMCA special events to members and the community.
Develop and implement programs and health and wellness initiatives to support member engagement and retention.
Establish regular equipment inspections and coordinate maintenance and repairs; purchase approved equipment, parts, and supplies through the requisition process.
Plan and execute member engagement events and lead a volunteer committee supporting membership retention efforts and the strategic plan.