Associate Director, Member Services

Associate Director, Member Services

Under the direction of the Member Services Director, the Associate Director, Member Services is responsible for supporting all aspects of a high-quality YMCA member experience and the day-to-day operations of the Member Services department. This includes but is not limited to revenue generation, sales, retention, and ensuring exceptional customer service through the Family Center Welcome Centers.

The Associate Director is one of two Associate Director positions responsible for providing strong leadership to the Member Services team. This role oversees staff hiring, training, coaching, and performance management while fostering a culture of excellence in customer service and continuous improvement. The Associate Director develops staff, sets clear expectations, and ensures accountability to support a high-performing team.

Additionally, the Associate Director ensures a team approach across the organization, fostering a collaborative and supportive environment that strengthens connections between departments. By promoting open communication, shared goals, and a member-first mindset, this position helps to create a seamless and unified experience for staff and members alike, reinforcing the YMCA's mission and values.

Essential Functions:

• Collaborates with the Member Services Director to oversee the overall operations of the Welcome Center, ensuring alignment with the YMCA's mission, values, and service standards.
• In partnership with the Member Services Director, ensures both Welcome Center locations within the Family Center are appropriately staffed and supported, maintaining a visible leadership presence and high level of service throughout all hours of operation.
• Maintains a welcoming, member-centered environment by ensuring the cleanliness, organization, and brand compliance of the Welcome Center, Member Services office, and lobby.
• Ensures the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols. Communicate any updates to staff in a timely and effective manner.
• Manages the registration process for members and non-members, ensuring accuracy, efficiency, and a seamless experience.
• Fosters strong relationships among YMCA staff, members, volunteers, and the broader community, enhancing engagement and a sense of belonging.
• Develops and implements staff motivation strategies to drive performance, enhance customer service and achieve organizational goals.
• Continuously builds and develops a dynamic staff team that fosters meaningful relationships with members, enhancing engagement and creating a more connected and welcoming member experience.

Welcome Center Staff Leadership and Professional Development:

• In coordination with the Member Services Director, leads, supports, and develops the Member Services team at the Welcome Center, ensuring excellence in operational efficiency, customer service, and member engagement while upholding the YMCA's four Core Values.
• Supervises, mentors, and provides ongoing coaching to the Member Services Managers and Specialists to ensure best–in-class member experience.
• Collaborates in the recruitment, hiring, onboarding, scheduling, training and professional development of the Welcome Center and Kids Central staff and volunteers, fostering a high-performing and member-focused team.
• Conducts regular performance reviews and provides feedback to staff, implementing improvement plans as needed to enhance service and operational standards.
• Completes payroll for designated reports and resolves or reports any issues to Member Services Director and Human Resources as needed.
• Actively and proactively manages staffing schedules for both Welcome Center locations in collaboration with the Member Services Director, ensuring adequate coverage during all operating hours. Serves as a visible leadership presence and emergency substitute as needed, including early mornings, evenings, weekends, and holidays. Develops, implements, and maintains a comprehensive job training program for all Member Service Representatives, covering customer service, YMCA database systems, policies, and operations, while consistently…