Senior Director, Community Programs & Member Experience

Active Wellness LLC • New York, NY

20d • $115,000 - $125,000 • Onsite

About The Position

The Senior Director, Community Programs & Member Experience (General Manager) provides day-to-day operational leadership for the May Center’s membership-based businesses and member experience functions. The role oversees Membership (Sales, Service and Operations), Personal Training, the Pro Shop, and the Himan Brown Membership Sales function, with responsibility for operational excellence, exceptional service, revenue, and retention goals.

Working closely with the Executive Director of the May Center, the Senior Director translates strategic priorities into operational execution. This includes leading teams, improving systems and processes, using technology and data, and fostering an engaging member experience in support of the May Center’s mission and business objectives.

Requirements

• Four-year college degree.
• 10+ years of progressive leadership experience in health and fitness, hospitality, recreation, or membership operations.
• Experience leading multidisciplinary teams and managing budgets.
• Proficiency in Microsoft 365 and enterprise business systems.
• Excellent leadership and analytical skills.
• Strong commitment to customer service, member engagement, and the fitness industry.
• Detail-oriented, organized, results-oriented, and able to multitask.
• Strong verbal and written communication skills.
• AED/CPR/First Aid certification.
• Proof of citizenship or legal status.
• Ability to take responsibility for the health and safety of others.
• Ability to stand for several hours in the same shift and lift 25 lbs.
• Must follow OSHA, 92NY, and Active Wellness safety standards.

Nice To Haves

• Experience with Salesforce and membership management systems.

Responsibilities

• Foster a collaborative, accountable, and service-oriented culture.
• Lead, mentor, coach, and evaluate the Director of Member Experience, Fitness Director, Sales Team, Welcome Desk, and assigned staff.
• Recruit, onboard, and develop high-performing team members; conduct performance reviews and establish measurable goals.
• Lead department meetings, promote cross-functional collaboration, and ensure staff maintain required certifications, training, and compliance.
• Direct day-to-day operations of Membership, Personal Training, the Pro Shop, and the Himan Brown Senior Program Membership Sales function.
• Manage staffing schedules, payroll administration, and departmental coverage; develop procedures to improve workflow and efficiency.
• Partner with the May Center Director of Operations to maintain operational readiness and ensure adherence to service standards, policies, and procedures.
• Champion a service-first culture and improve member acquisition, onboarding, engagement, retention, and satisfaction.
• Monitor member feedback, Net Promoter Scores, and service metrics, and resolve member concerns professionally and proactively.
• Strengthen community engagement and member relationships.
• Lead membership acquisition, retention, and personal training growth; drive Pro Shop and Himan Brown revenue performance.
• Monitor KPIs including sales, conversion, utilization, and retention; partner with Marketing on promotions and outreach.
• Align operations, staffing, and programming with revenue goals.
• Serve as operational lead for Salesforce, Traction Rec, UPACE, MXM, POS systems, and future systems.
• Maintain data integrity and reporting accuracy, train staff, establish system best practices, and optimize workflows, reporting, automation, and integrations.
• Use CRM and operational data to improve performance and decision-making; oversee membership administration, payroll coordination, revenue recovery, reporting, and compliance.
• Analyze operational and financial performance metrics, implement process improvements, evaluate staffing models and workflows, and recommend innovations.
• Partner with the Executive Director on operational initiatives.
• Conduct new-employee and quarterly staff safety trainings.
• Administer emergency care to members and guests who need assistance.
• Attend Active Wellness site meetings and trainings; handle injury, illness, and security incident reporting.
• Work as a team with all other departments and perform other duties as assigned by the supervisor.

Benefits

• Health, dental, and vision insurance for full-time employees.
• Health Flexible Spending Account for full-time employees.
• Paid time off for full-time employees.
• Parking and transit Flexible Spending Accounts.
• 401(k), eligible after one year of service and 1,000 work hours.
• Legal Support Plan.
• Employee Assistance Program and mental health support service.
• Complimentary club membership and discounts on Active products, where applicable.

What This Job Offers

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