Center Manager

Position: Welcome Center Manager
Job Title:

Welcome Center Manager

Department:
Member Experience

Reports to:

Guest Services Director

Classification:
Full-time, Exempt

WORK SCHEDULE:

This position is full-time, Tuesday - Saturday, requiring a minimum of 40 hours per week. Some flexibility will be required to periodically accommodate special events or other operational needs.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Position Summary

This position supports the work of the Y, a leading nonprofit charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Welcome Center Manager at the Eugene Family YMCA intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined while also supporting the operational, administrative, and member engagement functions of the Member Experience department .

They provide direct leadership and operational oversight for the YMCA Welcome Center and member experience team, and are responsible for ensuring exceptional guest experiences through effective staffing, scheduling, onboarding, training, coaching, and accountability systems.

The Welcome Center Manager supervises Managers on Duty (MODs), Membership Representatives, and Welcome Center volunteers while ensuring consistent execution of YMCA hospitality standards, operational procedures, and member engagement practices.

This role works collaboratively with the Guest Services Director to support membership engagement, operational excellence, staff development, and a welcoming environment where all individuals feel valued, connected, and supported.

Essential Functions

* Recruits, hires, trains, schedules, supervises, and develops Welcome Center staff and Managers on Duty.

* Performs other duties as assigned.

* Protects the organization's value by maintaining confidentiality of sensitive employee, member, and organizational information.

* Must maintain a current, valid Oregon driver's license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment.

* Completes all required trainings and certifications within assigned timelines.

* Participates in various standing committees and temporary task forces as needed.

* Provides operational support and may serve as Manager on Duty when necessary.

* Leads or facilitates department meetings, trainings, and operational communications as assigned.

* Supports implementation of organizational initiatives, member engagement campaigns, and operational improvement projects.

* Assists with department reporting, operational tracking, and membership-related administrative tasks.

* Collaborates with YMCA departments to support cross-functional communication and promote YMCA programs, services, and initiatives.

* Partners with MODs and organizational leadership to support safe facility operations and appropriate incident response procedures.

* Ensures incident reports and required documentation are completed accurately and communicated appropriately.

* Supports YMCA safety practices, emergency procedures, and risk management expectations within the Welcome Center environment.

* Ensures staff understand and properly utilize YMCA software systems, membership tools, and reporting procedures.

* Conducts regular observations, coaching conversations, and quality assurance reviews to ensure operational consistency and employee accountability.

* Develops and maintains training resources, operational procedures, and service expectations for Welcome Center staff.

* Monitors operational workflows and identifies opportunities to improve efficiency, communication, and guest experience outcomes.

* Maintains operational readiness of the Welcome Center and adjacent areas, including cleanliness, organization, hospitality presentation, and member-facing materials.

* Ensures Welcome Center procedures, cash handling practices, membership transactions, and operational protocols are consistently followed.

* Supports MODs in effectively carrying out shift leadership responsibilities, incident procedures, and facility communication expectations.

* Assists in resolving complex member concerns, service issues, and escalated situations with professionalism, empathy, and sound judgment.

* Supports membership engagement and retention goals through relationship-building, employee coaching, and guest-centered service practices.

* Models relationship-building…