Director of Membership Operations and Support

YMCA of Central Ohio; Columbus (OH); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Membership Operations and Support to enhance the member experience across health and wellness centers. This role involves leading training initiatives, driving strategic improvements in customer service, and ensuring quality standards through innovative analysis. The ideal candidate thrives in collaborative environments, leveraging data to make impactful decisions. Join a mission-driven team where your expertise will significantly influence community health and wellness, making a real difference in members' lives.

Qualifications

• Minimum 2 years of training and/or management experience.
• Experience in membership-based organizations preferred.

Responsibilities

• Lead system-wide training initiatives and drive strategic improvements.
• Collaborate with staff to implement audit processes for quality standards.

Skills

Customer Relationship Management (CRM)

Data Analytics

Communication Skills

Organizational Skills

Problem-Solving Skills

Education

Bachelor’s Degree in Communication, Business, or Data Analytics

YMCA Team Leader Certification

Tools

Google Suite

Microsoft Office

Job description

The YMCA of Central Ohio is seeking a dynamic and data-savvy Director of Membership Operations and Support to elevate the member experience across our health and wellness centers. In this highly visible role, you'll lead system-wide training initiatives, drive strategic improvements in customer service, and ensure quality standards are met through thoughtful analysis and innovation. We’re looking for a collaborative leader who thrives on creating inclusive, engaging environments and uses data to shape impactful decisions. This role is perfect for someone who’s passionate about community health, excels in operations, and loves refining systems for excellence. Join a mission-driven team where your expertise will make a measurable difference in the lives of our members and the strength of our community.

• Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.

• Responsible for initial and ongoing staff training related to customer relationship management (CRM) software solutions and the Member Experience, and lead in the creation of new trainings.

• Lead implementation efforts of new membership software integrations and updates and ongoing support post-implementation.

• Collaborate with a team of staff leaders to implement audit processes that ensure that quality standards are met across all YMCA of Central Ohio health and wellness centers.

• Facilitate community event presence to ensure consistency in presentation and representation across all communities.

• Drive positive sales & retention outcomes through presentation of key metrics such as: usage, annual renewals, terminations, conversions, NPS, and post-join involvement in health and wellness engagement initiatives.

• Work on special projects and promotions, and regularly monitor branch feedback to ensure SOPs are high quality and meeting the needs of members and program participants.

• Serve as a Membership Experience expert and provide structured feedback and coaching for branch Membership Experience Team members.

• Convene and lead small group initiatives related to operational process improvements, innovation, and experience development.

• Ensure compliance for YMCA Nationwide Membership protocols. This position will also respond accordingly to any inquiries from YUSA regarding the membership requirements.

• Respond seriously and confidently to reports of suspicious and inappropriate behaviors. Respond quickly to policy and procedure violations using the organization’s progressive disciplinary procedures. Follows mandated reporting requirements and communicates to all staff the organization’s commitment to protecting their youth from abuse.

• Ability to work effectively with diverse groups and viewpoints from all social and economic segments of the organization and community.

QUALIFICATIONS:

• Bachelor’s degree in communication, business, data analytics or related fields and at least two years of training and/or management experience or a combination of relevant education and experience.

• Three or more years of YMCA or other membership-based organization experience preferred.

• YMCA Team Leader certification preferred; if not certified, should obtain certification within 2 years.

• Passion for promoting community well-being and inclusivity.

• Exhibit high standards of professionalism, integrity, and an ability to interact effectively with all working styles, levels, and diverse cultures both internal and external to the organization.

• High proficiency in CRM database management, Google Suite and Microsoft Office applications; demonstrated proficiency in data formatting & analyzing sample required for consideration of position.

• Possess top-tier customer service, planning, and organizational skills with high attention to detail.

• Strong and engaging verbal, written, digital communication and presentation skills.

• Ability to think analytically, independently, and apply problem-solving skills to identify relevant questions and potential solutions.

• Results-driven with a progressive approach to change and standard operating procedures.

• Ability to travel locally on a consistent basis including occasional evenings and weekends.