Membership Operations Director

Position Summary:

The Membership Operations Director is a management position that is accountable for membership engagement driving unit growth from improved retention. They ensure that the team meets/ exceeds term goals, supports sales and net unit growth every month, in line with Membership Sales and Association goals.Also, ensuring the Membership experience is a quality experience.

Essential Functions / Job Duties:

• Manages the schedule / supervises Member Service Representatives - staffing for the needs of the operation, to align with association labor hours.
• Is the first point of contact for all customer related issues and has the responsibility to control the outcomes of the issues by providing a good experience and a solid outcome.
• Heavily promotes all YMCA program registration, retention and engagement promotions.
• Performance is based on achievement of team goals, member engagement, retention and overall revenue growth in membership and the overall support of program growth.
• Contribute and implement innovative ideas to improve membership operations and ensure the experiences are positive and solution based.
• Ensures that Membership Service representatives maintain a professional safe and clean environment at the Membership desk by following the YMCA of South Florida's safety rules and practices.
  
  • Responds to incidents / accidents following the YMCA of South Florida protocols.
  • Reports incidents / accidents to AED of Membership and Risk Management.
• Participates in Annual Community Campaign and events.
• Maintain professional safe and clean environment in member services areas.
• Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.

YMCA COMPETENCIES (i.e. Leader, Team Leader, Multi-Team/Branch Leader):

Mission Advancement: Reinforces the Y's values within the organization and the community. Effectively communicates the benefits and impact of the YMCA's efforts for all stakeholders. Implements effective systems to develop volunteers at program and fundraising leadership levels.

Collaboration: Develops strategies to ensure staff and volunteers reflect the community. Builds and nurtures strategic relationships to enhance support for the YMCA. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others.

Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves members and community in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement.

Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. Anticipates challenges that can sidetrack or derail growth and personal learning. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications, Skills and Abilities / Position Requirements:

• High School degree or equivalent.
• Minimum of 3 years of customer service or sales experience.
• Minimum of 3 years of supervisory experience.
• Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills
• Ability to work independently, and as part of a team.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Organized and detail oriented.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Must demonstrate a strong desire to serve others and give back to our community.
• A professional, goal driven, self-motivated leader with a positive attitude.
• Ability to problem solve.
• Accepts and demonstrates YMCA core values; honesty, respect, caring, and responsibility.
• Have a strong work ethic, excellent customer service skills, be punctual and reliable in attendance.
• Excellent computer skills and experience with standard business software (e.g. Microsoft Excel and Word).
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Ability to respond to safety and emergency situations.
• Bi-lingual, English and Spanish language a plus
• CPR/First Aid and AED certified within 90 days of employment.

Position Profile:

• Outgoing personality enjoys interacting with people.
• Ability to stay calm in stressful situations.
• High level of patience.
• Has the ability and creativity to navigate difficult conversations.

Work Environment:

The work environment characteristics described here are representative of those that must be must met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in an office environment, however occasionally visits outdoor program events.
• The noise level in work environment can be loud at times.
• While performing the duties of this position, the employee travels by automobile and is exposed to changing weather conditions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to success perform the essential functions of this job.Reasonable accommodation may be made to enable individuals with disabilities. Being in good physical health with full range of body motion, including manual and finger dexterity and eye/hand coordination.Requires corrected vision and hearing to normal range.Occasionally requires working under stressful conditions or working irregular hours. May require standing for long periods.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Employment at the YMCA is at-will. It is purely voluntary, based upon the consent of both the Association and the staff member. No expressed or implied contractual rights should be inferred from this job description.

As a condition of employment, you will be required to submit to and satisfactorily clear a thorough Level II fingerprinting background screening.

As a Drug-Free Workplace, all new hires must successfully complete a drug test. Please note Medical Marijuana cards do not exempt you from successfully passing your drug test.

The YMCA of South Florida is committed to the policy of Equal Opportunity prohibiting discrimination in the workplace because of race, color, religion, national origin, sexual orientation, political affiliation, age or disability.