Director, Membership Operations

Salary Range: $ To $ Annually

Position Title: Director, Membership Operations

Location: Lower mainland

Term: Permanent, Full-Time

Hours: 35 hours per week

Start Date: As soon as possible

Reports to: VP, Health Fitness and Aquatics

• Competitive vacation and paid sick time
• Access to YMCA gym facilities at locations where we maintain physical sites + Y@Home
• Eligibility for Extended Medical and Dental Benefits
• Training and Professional Development Opportunities
• Extensive Employee Assistance Program
• Reduced childcare rates and priority placement for YMCA Staff
• Be part of a charitable organization that positively impacts the community

Some benefits may vary based on employment terms

Reporting to the VP of Health, Fitness and Aquatics, the Director of Membership Operations leads all YMCA BC Membership Centres (non‑municipal), ensuring alignment with organizational programs and membership models. The role provides leadership to Centre Managers, supports membership growth and retention, and oversees high‑quality delivery of fitness, aquatics, and family programming. Accountable for achieving performance and financial targets, the Director advances strategic priorities, including health equity and EDIB, while collaborating with subject matter experts and internal partners to ensure consistent, effective operations and team development.

• Provide leadership and direct supervision to Centre Managers across YMCA BC Membership Centres, supporting delivery of Membership Sales & Service, Aquatics, Fitness, and Child, Youth & Family programs.
• Build, coach, and develop high‑performing teams to ensure strong operational execution and an exceptional member experience.
• Ensure service standards and performance targets are achieved and continuously improved.
• Responsible for delivering on established membership centre KPIs, including $25M+ in revenue generation, and driving results against annual contribution margin, membership growth, and participation targets.
• Oversee delivery of programs and services in alignment with YMCA standards and the Shine on Service Programme.
• Ensure fulfillment of contractual obligations and achievement of annual social and financial objectives.
• Lead centre‑level implementation of membership acquisition and retention strategies in collaboration with subject matter experts (SMEs).
• Monitor operational performance and take corrective action to meet targets outlined in operating plans.
• Ensure consistent, high‑quality delivery of programs and services across all centres.
• Lead, implement, and adapt organization‑wide strategies and operational plans to meet membership and performance objectives.
• Advance the YMCA BC 4 Pillars, Strategic Plan, and commitments to Health Equity and EDIB.
• Lead change management initiatives supporting organizational priorities, unification, and contractual requirements.
• Collaborate with senior leadership and Shared Services on pricing, marketing, and program development decisions.
• Partner with Subject Matter Experts to ensure program quality, consistency, and alignment with organizational direction.
• Establish and maintain effective feedback loops with Health Fitness Aquatics (HFA) teams, including SMEs and Facilities, to improve operations and service delivery.
• Manage and resolve escalated operational, service, and people‑related issues beyond the Centre Manager level.
• Lead or support crisis and incident management, including coordination with Communications and media relations.
• Address complex participant concerns and oversee resolution of staff performance and conduct issues across all levels.

• Demonstrated senior leadership experience (5–10 years) ideally at the YMCA, with a strong track record of achieving membership and operational targets.
• Extensive experience managing complex, multi‑site operations, including responsibility for strategic planning and delivery of high‑level organizational objectives.
• Proven ability to drive growth across people, membership, programs, participation, and revenue, supported by a growth‑oriented mindset.
• Bachelor’s degree in a related field required; additional certifications or professional designations are…