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

12% retirement

Free YMCA membership

Childcare discounts

Professional development

Job summary

The YMCA of Greater Richmond seeks a Service Delivery Director of Experience to lead operations for member experience areas such as membership and wellness. You will drive strategic initiatives, manage budgets, and collaborate with branch leadership to align service delivery with business objectives.

This role requires strong leadership, budgeting, and cross-functional project experience, with a commitment to maintaining high standards and service quality across all touchpoints.

Qualifications

• A minimum of 5 years of leadership experience in operations, membership, wellness, and/or aquatics with supervision of multiple staff.
• 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

Job description

The YMCA of Greater Richmond seeks a Service Delivery Director of Experience to lead operations for member experience areas such as membership and wellness. You will drive strategic initiatives, manage budgets, and collaborate with branch leadership to align service delivery with business objectives.

This role requires strong leadership, budgeting, and cross-functional project experience, with a commitment to maintaining high standards and service quality across all touchpoints.