Director of Member Experience & Service Delivery

ymcarichmond; Virginia (MN); 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

YMCA of Greater Richmond seeks a Service Delivery Director of Experience to provide operational and strategic leadership for member experience areas such as membership or wellness. You will help shape the branch's leadership pipeline, manage budgets, and set standards that define member experiences across touchpoints.

This role carries a front-line service commitment, ensuring coverage during all operating hours including openings, closings, evenings, and weekends, while partnering with the

Qualifications

• Minimum 5 years of leadership experience in operations, membership, wellness, or aquatics.
• Proven budget management experience.
• Ability to set strategic direction and drive performance.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Experience leading cross-functional teams and projects.

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 and operational teams to align service delivery with objectives.
• Monitor performance metrics, identify improvements, and implement actions.
• Lead cross-departmental projects to enhance quality and efficiency.
• Ensure compliance with regulatory and internal policy requirements.

Skills

Leadership

Budget management

Strategic planning

Communication

Interpersonal skills

Stakeholder management

Cross-functional leadership

Job description

YMCA of Greater Richmond seeks a Service Delivery Director of Experience to provide operational and strategic leadership for member experience areas such as membership or wellness. You will help shape the branch's leadership pipeline, manage budgets, and set standards that define member experiences across touchpoints.

This role carries a front-line service commitment, ensuring coverage during all operating hours including openings, closings, evenings, and weekends, while partnering with the