Program Director - Membership

POSITION SUMMARY:
The Member Experience Director provides support to the Customer Relations Specialist (CRS) team, as well as the Branch Executive Director, by providing leadership and training to CRS positions and ensuring that all strategies and initiatives created by the membership leadership team are implemented in a consistent and welcoming manner to provide a high level of customer service to everyone who comes into the facility and will focus on developing high-quality, innovative programs that will grow the local impact, multiply the Y mission and engage more youth and families in YMCA programs. This position will provide support to staff and role model the expected behaviors to create a culture that impacts member experience and retention.

ESSENTIAL FUNCTIONS:

1. Oversees and ensures proper implementation of front desk procedures and suggests updates and ways to improve procedures and communication efforts.
2. Manages, directs, and coordinates youth and family programs and special events for their assigned location(s).
3. Recruits, hires, trains, develops, schedules, and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
4. Manages and ensures completion of all required trainings for self and staff in Training Home, in addition to any required in-person trainings.
5. Ensures high-quality programs and establishes new program activities.
6. Expands programming within the communities in accordance with strategic and operating plans.
7. Works with branch leadership teams to coordinate programming efforts to support family engagement and provide a high-quality family experience for members.
8. Helps set goals for the membership staff to encourage membership growth and retention, and teamwork.
9. Develops and maintains relationships with community partners, school administration, parent groups, and other organizations. Responds to all parent, member, and community inquiries in a timely manner.
10. Assists in the marketing and distribution of program information, and may organize and schedule program registrations.
11. Other reports and duties as assigned by the Branch Executive Director.

• Follows YMCA policies and procedures, including those related to medical and disciplinary situations, child abuse prevention, and emergencies.

YMCA COMPETENCIES (Leader):
Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness: Makes sound judgments and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. 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

1. Minimum age of 21.
2. Previous customer service, sales, or related experience.
3. Excellent interpersonal and problem-solving skills.
4. Ability to relate effectively to diverse groups of people from all community social and economic segments.
5. Strong knowledge of computers and software, including Microsoft Office and Salesforce or similar software.
6. CPR, 1st Aid, AED Certification, and Blood Borne Pathogens training obtained within association expectations timeframe.
7. Bilingual-English and Spanish- preferred.

PHYSICAL DEMANDS/FUNCTIONAL ATTRIBUTES
Essential functions are the fundamental job duties, meaning the position exists to perform the function; there is a limited number of employees among whom the performance of the function can be distributed; and/or the incumbent is hired for expertise or ability to perform the function due to its high specialization. The Americans with Disabilities Act of 1990 (ADA) and associated Federal regulations protect qualified individuals with disabilities from discrimination in all areas of employment. To be considered qualified, an individual must be able to perform the essential functions of a position, with or without reasonable accommodation. It is important that the physical tasks associated with the essential functions be identified appropriately so that persons with disabilities can determine if any accommodation is necessary.

General Physical Requirements

• Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Physical Activity List

• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• Kneeling: Bending legs at the knee to come to a rest on the knee or knees.
• Crouching: Bending the body downward and forward by bending the leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.
• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• The worker is subject to noise: There is sufficient noise to cause a worker to shout in order to be heard above the ambient noise level.