Director of Membership Operations and Support

Young Mens Christian Association of Central Ohio in; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player is on the lookout for a dynamic Director of Membership Operations and Support to enhance member experiences across health and wellness centers. This pivotal role involves leading training initiatives, driving strategic improvements in customer service, and ensuring quality standards through data-driven insights. If you are passionate about community health and excel in operational excellence, this is the perfect opportunity to make a significant impact in a mission-driven environment. Join a collaborative team dedicated to making a difference in the lives of its members.

Qualifications

• Experience in operational leadership and community health initiatives.
• Strong analytical skills to drive data-informed decisions.

Responsibilities

• Lead training initiatives for staff on CRM software and member experience.
• Drive sales and retention by monitoring key performance metrics.

Skills

Customer Relationship Management (CRM)

Data Analysis

Leadership

Community Engagement

Operational Process Improvement

Education

Bachelor's Degree in Business Administration or related field

Master's Degree preferred

Tools

CRM Software

Membership Software

Job description

Young Mens Christian Association of Central Ohio

Director of Membership Operations and Support (Administrative)

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 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.

Key Responsibilities:

1. Think, communicate, and behave as a cause-driven leader and role model for staff and members, promoting youth development, healthy living, and social responsibility.
2. Responsible for initial and ongoing staff training related to customer relationship management (CRM) software solutions and the Member Experience, including creating new training programs.
3. Lead implementation efforts of new membership software integrations and updates, providing ongoing support post-implementation.
4. Collaborate with staff leaders to implement audit processes ensuring quality standards across all centers.
5. Facilitate community event presence to ensure consistency in presentation and representation.
6. Drive sales and retention outcomes by monitoring key metrics such as usage, renewals, terminations, conversions, NPS, and engagement in health initiatives.
7. Work on special projects and promotions, monitoring feedback to maintain high-quality SOPs that meet member needs.
8. Serve as a Membership Experience expert, providing feedback and coaching to team members.
9. Lead initiatives on operational process improvements, innovation, and experience development.
10. Ensure compliance with YMCA Nationwide Membership protocols and respond to inquiries from YUSA regarding membership requirements.
11. Respond promptly and appropriately to reports of suspicious or inappropriate behavior, following disciplinary procedures and mandated reporting to protect youth.
12. Work effectively with diverse groups and viewpoints within the organization and community.