Job Details

YMCA of the Virginia Peninsulas, Newport News, Virginia, United States of America

Job Description

Imagine being part of one of the most respected human services organizations in the world—a place where your work positively influences the lives of others, a place where you thrive in a values-based environment, a place where you are building a better future for yourself and your community.

General Function:
Under the supervision of the Senior Vice President/Chief Administrative and Strategy Officer and in harmony with the mission and purpose of the established policies and goals of the YMCA, the Senior Vice President of Operations is responsible for ensuring successful operational effectiveness and fiscal success for assigned areas. With direct supervision of the Vice President of Operations, Executive Directors for YMCA centers and Wellness, the Senior Vice President of Operations works directly with Center Services departments to ensure successful operations. They will also support assigned Association initiatives, working with multiple departments and teams to ensure successful implementation.

Qualifications:
1. Bachelor's Degree or equivalent experience preferred. YUSA Organizational Leader Certification (or equivalent) required within two years and must begin working towards certification within 6 months.
2. A minimum of five years of progressively responsible experience in membership services.
3. Experience using Daxko Operations.
4. Advanced experience with Microsoft Office Suite.
5. Ability to effectively communicate with staff members at all levels.
6. Highly motivated with the consistent ability to meet or exceed goals, cultivate and retain members, volunteers and program participants.
7. Ability to quickly build rapport and develop effective relationships with members, volunteers, program prospects and others to achieve goals.
8. Demonstrated ability to multi-task and adapt to changing contexts and priorities.
9. Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
10. Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
11. Certification in CPR/ First Aid/AED/02 required within 60 days of hire.
12. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
13. Satisfactory completion of a criminal background check, credit check and Child Protective Services check.

Essential Functions:
• Supports the mission, vision and goals of the YMCA.
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect, and responsibility.
• Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living, and social responsibility.
• Actively participates in the Senior Leadership Team, Operations Senior Leadership. Center Operations Team, Association task forces, and committees to promote Center unity.

Membership/Program Enrollment, Experience, and Retention:
• Drives program enrollment by providing strategic leadership over teams, recruitment strategies, and direction.
• Increases program participant connection and experience by ensuring the experience is consistent, integrated and aligned with YMCA goals.
• Establishes and ensures best practices are followed for membership/program enrollment, experience, and retention.
• Works closely with the marketing team to develop marketing plans that drive traffic to centers.
• Ensures onboarding and retention strategies are effective and aligned with YMCA goals and objectives.

Member/Program Participant Experience
• Provides leadership throughout the association to program operations, ensuring a quality experience at every center.
• Develops and implements satisfaction measurements through analysis of Net Promoter Scores, feedback comments, and other KPIs.
• Leads center directors on action plans in response to survey and research results.
• Develops and implements service/experience training to association and center staff.
• Establishes the baseline experience; works cross-functionally to align and mobilize the entire experience. Manages the evolution of the member and participant journey map.

Program Development
• Reviews and evaluates all programs to determine member satisfaction and to ensure all programs meet quality standards.
• Maintains knowledge of current trends and developments in the field of programs, and group exercise.
• Ensures quality and safe programming for members and program participants.

Program Administration
• Responsible for annual budget for program areas.
• Follows all association standard guidelines.

Development/Fundraising
• Supports Center Executive Directors in their role in financial development, ensuring staff are trained and follow development best practices.

Board Development
• Supports Center Executive Directors in advisory board development, training, onboarding, and management, ensuring volunteers have a positive board experience.

Fiscal Management
• Manages/provides oversight to center budgets, managing to/within revenue and expense targets.
• Prepares and updates revenue and expense forecasts to center budgets as needed.

Team Leadership
• Provides leadership to all center staff members; works collaboratively with program line leaders to hire, develop, motivate, influence and retain a committed team passionate about the YMCA's mission, safety and service to members.
• Provides leadership to all center staff members to create and maintain meaningful and impactful relationships with the members, program participants, volunteers and community leaders.
• Ensures center-based full and part-time staff possess the needed certifications for safe and effective delivery of programs and services.

Supervisory Responsibilities:
1. Recruits and provides leadership for senior leadership assignments and the related support personnel, including the supervision of the Vice President of Operations, Executive Directors of Wellness, and assigned centers.
2. Ensures teams are executing on Association initiatives.
3. Must maintain cooperative, functional relationships with senior leadership team, peers, and subordinates.
4. Carries out supervisory responsibilities in accordance with the association's policies and applicable laws.
5. Responsibilities include: interviewing, hiring, training employees; planning, assigning, and directing work.
6. Evaluates the performance of staff, counsel in areas where improvement is needed and continually strive to improve the level of performance through continuous training and performance standards.

YMCA Leadership Competencies (Multi-Team Leader):
Engaging Community, Communication & Influence, Inclusion, Collaboration, Emotional Maturity, Critical Thinking & Decision Making, Developing Self & Others, Philanthropy, Change Leadership, Fiscal Management

Skills and Ability Requirements:
1. Ability to read, analyze and interpret documents.
2. Ability to respond effectively to inquiries or complaints.
3. Ability to apply mathematical concepts to practical situations. Must be able to apply mathematical operations to such tasks as budget preparation and program planning.
4. Ability to reason and define difficult problems with limited direction as to means and results.
5. Ability to meet the physical demands of this position, which include mobility for touring facilities, travel to conferences, and participating in promotional and special events sponsored by the Association.
6. Ability to work and guide others through problem solving and center management.

Effect on End Result:
1. Association Membership/Program sales and revenue goals are achieved.
2. A high degree of member satisfaction is achieved, as measured by NPS and other KPIs.
3. A positive image of the YMCA is portrayed to members, staff, volunteers, and the community.
4. Relationships are strengthened through positive interactions.
5. Program Participants have a deeper connection to our cause as reflected by their contributions to the Annual Impact Fund.
6. Deepened impact in the community as reflected by growth in program participants.
7. Directors and staff are equipped with the tools needed to provide a great member experience that will increase conversions.
8. Increased utilization of volunteers in YMCA programs.
9. The effectiveness of the center advisory boards and board committees.
10. Achievement of center and association operating objectives.
11. Achievement of the annual impact fund goal.
12. Development of an effective and efficient staff committed to the success of the center.
13. Development of a well maintained, safe, clean and efficiently run facility for members, program participants and staff, which enhances member satisfaction.

Excellent benefits, including 12% retirement upon meeting the requirements of the National YMCA Retirement Fund. 65% employee paid health/dental insurance, FSA, $25,000 Life/AD&D policy, vacation and sick leave. Includes YMCA Family Membership.

YMCA of the Virginia Peninsulas, Newport News, Virginia, United States of America