Job Details

YMCA Health & Wellness Center, Hampton, Virginia, United States of America •

Fort Monroe YMCA, Fort Monroe, Virginia, United States of America

Job Description

Posted Wednesday, July 9, 2025 at 4:00 AM | Expires Thursday, July 31, 2025 at 3:59 AM

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 Executive of Membership Experience and VP of Operations,and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership and Operations Director is responsible for the overall daily operation of the membership department to include financial growth, membership engagement, retention and growth, and supervision of all membership initiatives and staff. This position will assist with growing the center's Annual Impact Fund and build community relations/partnerships, support related chart of work, provide support to other departments at the center, and achieve the goals set forth in the strategic plan.

With an emphasis on ensuring the highest quality service to members and guests, the Membership and Operations Director will directly supervise Membership Experience Staff directly while working closely with other center leaders in effort to welcome, connect, support, and engage all members and staff.

The Membership and Operations Director will assist the association's Membership department by leading assigned projects. They will support other departments in the center by being a resource, and providing leadership, mentorship, and direction as needed.

Qualifications:

• Bachelor's Degree in a related field or equivalent experience preferred.
• Y-USA Team Leader Certification (or equivalent) required within two years and must begin working towards certification within 6 months.
• Must have a minimum of three (3) years' experience working in a related field.
• Must have a minimum of two (2) years' supervisory experience.
• Working knowledge of computers and experience with a variety of software applications.
• Ability to lead a team, of both professional and front line, to generate results.
• Must possess good written and verbal communication skills.
• Strong supervisory skills and the ability to solve problems is required.
• Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
• Complete and maintain required trainings to include New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
• Satisfactory completion of a criminal background 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.
• Promote, foster, and support the Y's commitment to access and inclusion for all by engaging diverse populations in a welcoming environment.
• Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.
• Promotes and participates in YMCA fundraising efforts to include Annual Impact Fund and Capital Campaigns.
• Implements and monitors the risk management plan, policies and procedures for the center.

Membership Enrollment, Engagement, and Retention:

• Develops and implements annual membership growth (net) and retention goals and objectives to include monthly and weekly action plans.
• Drives membership enrollment including meeting/exceeding net and revenue goals.
• Identify, document, and follow up with prospects to convert to members.
• Gives prospect tours and coaches staff through effective tour techniques.
• Reviews and monitors enrollment key performance indicators to measure goals, membership inquiries, appointments, tours, follow-up calls, closing ratios, etc.
• Owns member/guest experience ensuring satisfaction and engagement. Works with other association and center leadership to ensure members receive the best experience.
• Defines and supports the member journey and touchpoints.
• Collaborates with marketing on web and/or social media communications and engagement.
• Plans, organizes, and attends community events as part of awareness and recruitment strategy.
• Plans, organizes, and implements member services and community special events.
• Develops and/or coordinates special events, presentations, seminars, and membership promotions with the YMCA and the community.
• Identifies and develops community opportunities for corporate memberships and collaboration, stimulating membership sales.
• Promotes Financial Assistance program to membership to ensure those in need can participate in the YMCA. Evaluates and approves Financial Assistance Applications.

Member Administration:

• Prepares and administers annual membership budget, making revisions necessary to meet or exceed budget guidelines.
• Runs key performance indicators weekly, or as otherwise defined, relative to the member experience. Works with Membership Experience Executive and center leadership staff to increase performance in KPI-identified areas.
• Leads team through daily business and administrative functions as it pertains to membership, including but not limiting to membership reporting, collection, sales, and cash handling in adherence to the YMCA policies and procedures.
• Collaborates with Center Services accounting team and others to ensure seamless processing of member transactions and administration.
• Leads team to ensure member accounts and other administrative tasks are up-to-date and accurate.
• Hires, develops motivates and retains a committed Membership team passionate about the YMCA's mission and service to members.
• Provide direct leadership of assigned front-line membership staff.
• Holds regular one-on-one meetings with all staff members to learn about, gauge satisfaction, and provide career development coaching/training.
• Holds regular department staff meetings to train, coach, role-play, and provide updates on center and association-initiatives.
• Completes all job-related, supervisory, and other trainings as required.
• Ensures all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
• Actively participates in center leadership activities (to include Leader on Duty and occasional special events) as determined by the VP of Operations and other association leadership.
• Supports other center departments as needed.
• Assists with the establishment ofthe Annual Impact Fund, major gifts, and/or endowmentassociation goals, and helps to achieve annual goals through the implementation anddeliveryof best practices.
• Develops and maintains relationships with current and potential funding sources, both private and public.
• Understands the pressing community needs and generates support for our cause and proven solutions for meaningful, enduring impact and stronger communities
• Assists the District Center Executive Director with fundraising and board responsibilities

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.

Center Supervisory Responsibilities:

• Direct supervision and development ofmembership staff.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Assisting in the planning, design, and implementation and budgeting for all initiatives within the membership department.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems.
• Interview, hires, and train all membership personnel.
• Appraise and evaluate assigned employee's performance.
• Address member and staff concerns and on-going communication with supervisor to ensure smooth operation of the facility.

Association Supervisory Responsibilities:

• Oversee assigned projects and department responsibilities, in coordination with the Membership Experience Executive, Wellness Experience Executive, and other association leaders.
• Support membership with consistent, professional, and quality engagement and retention plan.
• Regularly solicit member input and feedback on Y experience and onboarding to continuously improve experience.
• Identify trends and propose innovative Y experience and onboarding to keep YVP relevant and sustainable.
• Recruit, develop, and support staff relevant to engagement and retention.
• Perform other membership duties assigned by supervisor.

Skills and Abilities:

• Ability to communicate well with both members and staff.
• Ability to read, analyze and interpret documents.
• Ability to respond effectively to inquiries or complaints.
• Ability to apply mathematical concepts to practical situations. Must be able to apply mathematical operations to such tasks as budget preparation and program planning.
• Ability to reason and define difficult problems with limited direction as to means and results.
• 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.
• Ability to meet the physical demands of this position which include:
• Ability to perform all physical aspects of the position; including walking, standing, bending, reaching, and occasionally lifting up to 25 pounds.
• Ability to respond to emergency situations.

Effect on End Results:

• A high degree of member satisfaction is achieved, as measured by NPS and other KPI's.
• Association Membership retention and revenue goals are achieved.
• A positive image of the YMCA is portrayed to members, staff, volunteers, and the community.
• Relationships are strengthened through positive interactions.
• Achievement of the annual impact fund goal.
• Directors and staff are equipped with the tools needed to provide a great member experience that will increase conversation.
• Association consistency with a high level of member engagement. The centers have the tools and training needed for effective onboarding, engagement, and program quality.
• Development of a well maintained, safe, clean and efficiently run facility for members, program participants and staff, which enhances member satisfaction.

This job description is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor. Job descriptions are reviewed periodically and may be revised if deemed necessary. This job description is not a written or implied contract.

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 Health & Wellness Center, Hampton, Virginia, United States of America,

Fort Monroe YMCA, Fort Monroe, Virginia, United States of America