Member Experience Leader: Elevate Engagement & Service

YMCA of the USA; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

YMCA of the USA seeks a Manager, Member Experience to oversee membership services and fitness floor operations. Responsibilities include planning, execution, and leadership to support membership acquisition, retention, and satisfaction, aligned with our mission and core principles.

The role emphasizes fiscal accountability, staff development, and delivering exceptional member experiences in a fast-paced, community-focused environment with flexible scheduling.

Qualifications

• 3–5 years of supervisory or program management experience.
• Demonstrated success in customer service leadership.
• Experience managing budgets and staff teams.
• Strong communication, problem-solving, and planning skills.

Responsibilities

• Lead planning and execution of membership and fitness service initiatives.
• Manage budgets up to $1M with fiscal accountability.
• Hire, train, coach, and evaluate supervisors and staff.
• Implement service enhancements based on member feedback.
• Monitor KPIs related to retention, acquisition, and satisfaction.
• Manage communications and cross-department collaboration.
• Resolve escalated member issues and implement service recovery.
• Support fundraising and engagement activities.
• Ensure consistent application of Legendary Service standards.
• Serve as acting lead in the absence of the Director.
• Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards.
• Performs other duties and tasks as assigned by leadership

Skills

Supervisory leadership

Customer service leadership

Budget management

Staff training & coaching

Communication skills

Problem-solving

Planning skills

Education

Bachelor’s degree preferred

Tools

Salesforce

TREC products

Job description

YMCA of the USA seeks a Manager, Member Experience to oversee membership services and fitness floor operations. Responsibilities include planning, execution, and leadership to support membership acquisition, retention, and satisfaction, aligned with our mission and core principles.

The role emphasizes fiscal accountability, staff development, and delivering exceptional member experiences in a fast-paced, community-focused environment with flexible scheduling.