Lead CX, Association Services & Customer Support - National Office; Remote

The Lead, Association Services & Customer Support – Network Experience provides operational leadership for enterprise customer experience. This role helps guide day-to-day service delivery across multiple intake queues and omni-channel support channels, including phone, email, case management, and digital support platforms. Working closely with the Manager and Director, the Lead translates service standards into consistent team practices, monitors performance trends, advances process improvements, and may supervise or provide day-to-day direction, coaching and best practices to customer support staff.

This position serves as a key operational partner in strengthening service consistency, accountability, customer experience outcomes, and data-informed decision-making across Network Experience.

The Network Experience Team fosters a culture of service across the YMCA network by operating in deep partnership with local Ys. The team develops and activates timely, relevant resources; designs and delivers high‑quality experiences for YMCA leaders; facilitates innovation to ensure continued relevance; and drives national positioning that strengthens the YMCA’s credibility within the industry. Grounded in a customer‑experience mindset and powered by leading practices and the Y‑USA service delivery system, the team connects strategy to execution in service of local Ys.

Through this work, the Network Experience Team advances organizational excellence and supports the Y’s core purpose—creating experiences of achievement, relationship, and belonging that build stronger, more connected communities.

• Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience, ensuring alignment with Y-USA standards, organizational priorities, and customer-centered leading practices.
• Lead day-to-day intake, triage, routing, and escalation processes across multiple queues, helping prioritize workload, resolve barriers, and ensure inquiries are handled accurately, consistently, and within expected service standards.
• Champion consistent omni-channel support across phone, email, Salesforce cases, Talk Desk interactions, Teams, and other digital channels by reinforcing service expectations, promoting timely follow-through, and identifying opportunities to improve customer journey. Responsible for day to day upkeep of Call Center software including IVR settings, dashboard reporting, and metrics.
• May supervise, coach, train, or provide day-to-day leadership to Customer Experience staff, fostering accountability, consistency, skill development, and confidence in service protocols, systems, escalation pathways, and YMCA values-based support.
• Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score, using insights to inform priorities, recommend improvements, and strengthen service quality.
• Use and support multiple enterprise systems and tools, including Salesforce, Talk Desk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, One Drive, and common file formats to process inquiries, complete tasks, and support operational reporting.
• Serve as a lead resource for frontline support and operational execution, helping connect day-to-day service activity with broader Network Experience goals, team priorities, and continuous improvement efforts.
• Role is remote, based out of Central time zone with working hours typically 8amCT – 430pm CT; some travel may be required (no more than 10%).

A successful candidate will possess a majority of the following professional…