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 benefits (12% employer-paid

YMCA membership

Childcare discounts

Professional development opportunities

Job summary

The YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead and coordinate member experience initiatives across assigned areas. The role drives service standards, program quality, and operational performance in collaboration with branch leadership.

You will manage labor and budgets, maintain coverage during all hours, including evenings and weekends, and foster a diverse, inclusive work environment aligned with our mission of strengthening communities.

Qualifications

• Minimum 5 years of leadership experience in operations, membership, wellness, and/or aquatics, including supervising multiple staff.
• Demonstrated budget management experience.
• 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

Budgeting

Strategic planning

Communication

Cross-functional teams

Job description

The YMCA of Greater Richmond is seeking a Service Delivery Director of Experience to lead and coordinate member experience initiatives across assigned areas. The role drives service standards, program quality, and operational performance in collaboration with branch leadership.

You will manage labor and budgets, maintain coverage during all hours, including evenings and weekends, and foster a diverse, inclusive work environment aligned with our mission of strengthening communities.