Director of Member Experience & Service Delivery

YMCA of Greater Richmond; Richmond (VA); On-site; USD 45,000 - 51,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Free YMCA membership

Childcare discounts

Professional development opportunities

Job summary

YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead and enhance member experience across its branches. The role covers operations oversight, staff development, and budget management to maintain high standards of service.

The position requires guiding strategic initiatives, aligning service delivery with business objectives, and sustaining program quality. Regular front-line commitments include evenings and weekends to support branch operations.

Qualifications

• 5+ years of leadership experience in operations, membership, wellness, and/or aquatics is required, including experience supervising multiple staff members.
• Demonstrated budget management experience is required.
• Strong strategic planning and problem-solving skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Experience in managing cross-functional teams and projects.

Responsibilities

• Oversee daily operations and service delivery processes 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 Team Leadership

Job description

YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead and enhance member experience across its branches. The role covers operations oversight, staff development, and budget management to maintain high standards of service.

The position requires guiding strategic initiatives, aligning service delivery with business objectives, and sustaining program quality. Regular front-line commitments include evenings and weekends to support branch operations.