Job Details

Young Mens Christian Association of Central Ohio

Director of Membership Operations and Support (Administrative)

The YMCA of Central Ohio is seeking a dynamic and data-savvy Director of Membership Operations and Support to elevate the member experience across our health and wellness centers. In this highly visible role, you'll lead system-wide training initiatives, drive strategic improvements in customer service, and ensure quality standards are met through thoughtful analysis and innovation. We're looking for a collaborative leader who thrives on creating inclusive, engaging environments and uses data to shape impactful decisions. This role is perfect for someone passionate about community health, excels in operations, and loves refining systems for excellence. Join a mission-driven team where your expertise will make a measurable difference in the lives of our members and the strength of our community.

Key Responsibilities:

1. Think, communicate, and behave as a cause-driven leader and role model for staff and members, promoting youth development, healthy living, and social responsibility.
2. Responsible for initial and ongoing staff training related to customer relationship management (CRM) software solutions and the Member Experience, including creating new training programs.
3. Lead implementation efforts of new membership software integrations and updates, providing ongoing support post-implementation.
4. Collaborate with staff leaders to implement audit processes ensuring quality standards across all centers.
5. Facilitate community event presence to ensure consistency in presentation and representation.
6. Drive sales and retention outcomes by monitoring key metrics such as usage, renewals, terminations, conversions, NPS, and engagement in health initiatives.
7. Work on special projects and promotions, monitoring feedback to maintain high-quality SOPs that meet member needs.
8. Serve as a Membership Experience expert, providing feedback and coaching to team members.
9. Lead initiatives on operational process improvements, innovation, and experience development.
10. Ensure compliance with YMCA Nationwide Membership protocols and respond to inquiries from YUSA regarding membership requirements.
11. Respond promptly and appropriately to reports of suspicious or inappropriate behavior, following disciplinary procedures and mandated reporting to protect youth.
12. Work effectively with diverse groups and viewpoints within the organization and community.