Director of Member Experience & Service Delivery

YMCA of Greater Richmond; Sandston (VA); 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 is seeking a Service Delivery Director of Experience to provide operational and strategic leadership for assigned member experience areas, such as membership or wellness. The role focuses on building leadership pipelines, managing labor and budgets, and upholding branch experience standards across touchpoints.

This position requires weekly frontline service, with coverage during all operating hours, including openings, closings, evenings and weekends, in

Qualifications

• A minimum of 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

Stakeholder management

Cross-functional teamwork

Project management

Job description

The YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to provide operational and strategic leadership for assigned member experience areas, such as membership or wellness. The role focuses on building leadership pipelines, managing labor and budgets, and upholding branch experience standards across touchpoints.

This position requires weekly frontline service, with coverage during all operating hours, including openings, closings, evenings and weekends, in