Director of Member Experience & Service Delivery

YMCA of Greater Richmond; Virginia; 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

The YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead member experience across assigned areas such as membership and wellness. You will shape service standards, help develop leadership in the branch, and manage labor and operating budgets to ensure strong, consistent experiences.

You will collaborate with branch leadership and stakeholders, monitor performance metrics, drive initiatives to improve satisfaction and retention, and provide leadership coverage

Qualifications

• 5+ years of leadership experience in operations, membership, wellness, and/or aquatics; supervising multiple staff.
• Demonstrated budget management experience.
• Strong strategic planning and problem-solving skills.
• Excellent communication, interpersonal, and stakeholder management abilities.

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 teams

Job description

The YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead member experience across assigned areas such as membership and wellness. You will shape service standards, help develop leadership in the branch, and manage labor and operating budgets to ensure strong, consistent experiences.

You will collaborate with branch leadership and stakeholders, monitor performance metrics, drive initiatives to improve satisfaction and retention, and provide leadership coverage