Director, Member Experience & Service Delivery

YMCA of Greater Richmond; North Carolina; On-site; USD 45,000 - 51,000; Full time

Benefits offered by this job

Health insurance

Retirement plan (12% employer-paid)

Free YMCA membership

Childcare discounts

Professional development opportunities

Job summary

The YMCA of Greater Richmond seeks a Service Delivery Director of Experience to lead operating areas within member experience, including membership and wellness. You will shape standards, grow leadership capacity, and manage labor and budgets to deliver a premier member journey.

The role requires collaboration with branch leaders, strong strategic thinking, and the ability to drive cross‑functional projects.

Qualifications

• 5+ years of leadership experience in operations, membership, wellness, or aquatics.

Responsibilities

• Oversee daily operations and service delivery for assigned member experience areas.
• Develop and implement strategic initiatives to improve member satisfaction and retention.
• Collaborate with branch leadership, operational teams, and stakeholders to align service delivery with business objectives.
• Monitor performance metrics, identify improvement opportunities, and implement corrective actions.
• Lead cross-departmental projects to enhance service quality and operational efficiency.
• Ensure compliance with regulatory and internal policy requirements.

Skills

Leadership

Budget management

Strategic planning

Communication

Cross-functional teams

Job description

The YMCA of Greater Richmond seeks a Service Delivery Director of Experience to lead operating areas within member experience, including membership and wellness. You will shape standards, grow leadership capacity, and manage labor and budgets to deliver a premier member journey.

The role requires collaboration with branch leaders, strong strategic thinking, and the ability to drive cross‑functional projects.