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. Were 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 whos 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.

Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.

Responsible for initial and ongoing staff training related to customer relationship management (CRM) software solutions and the Member Experience, and lead in the creation of new trainings.

Lead implementation efforts of new membership software integrations and updates and ongoing support post-implementation.

Collaborate with a team of staff leaders to implement audit processes that ensure that quality standards are met across all YMCA of Central Ohio health and wellness centers.

Facilitate community event presence to ensure consistency in presentation and representation across all communities.

Drive positive sales & retention outcomes through presentation of key metrics such as: usage, annual renewals, terminations, conversions, NPS, and post-join involvement in health and wellness engagement initiatives.

Work on special projects and promotions, and regularly monitors branch feedback to ensure SOPs are high quality and meeting the needs of members and program participants.

Serve as a Membership Experience expert and provide structured feedback and coaching for branch Membership Experience Team members.

Convene and lead small group initiatives related to operational oo process improvements, innovation, and experience development.

Ensure compliance for YMCA Nationwide Membership protocols. This position will also respond accordingly to any inquiries from YUSA regarding the membership requirements.

Responds seriously and confidently to reports of suspicious and inappropriate behaviors. Responds quickly to policy and procedure violations using the organizations progressive disciplinary procedures. Follows mandated reporting requirements and communicates to all staff the organizations commitment to protecting their youth from abuse.

Ability to work effectively with diverse groups and viewpoints from all social and economic segments of the organization and community.