Member Experience Supervisor — Flexible Schedule

Greater Philadelphia YMCA; Philadelphia (Philadelphia County); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Free YMCA membership access to allb r

Flexible work schedule

Discounts on child care and summer"

Medical, Dental, Vision, Disability, &

Paid time off + 7 paid holidays

Supplemental insurance benefits

Job summary

YMCA is seeking a Member Services Supervisor to lead staff in delivering exceptional member experiences and to foster a culture of member service excellence within the branch. You will recruit, train, and schedule staff while ensuring high-quality service and adherence to policies.

The role emphasizes teamwork, community impact, and ongoing staff development, with responsibilities spanning onboarding, scheduling, and coordinating programs to engage members in wellness activities.

Qualifications

• College degree in related field with 1+ years of related experience supervising and in a sales environment.
• Excellent written and oral communication, organizational, record keeping, and computer skills as well as the ability to build effective work teams.
• Ability to work well with volunteers, employees, board members and members required.
• Ability to operate all office equipment.
• Exhibit strong leadership skills; possess a passion for member service, building and maintaining a culture of member service excellence.

Responsibilities

• Assist with recruit, hiring, training, scheduling and evaluation of staff.
• Build a committed staff team that reflects the mission and values of the YMCA.
• Assist with conduct staff trainings and orientations.
• Contribute to continuous improvement of service through staff recognition, satisfaction and retention programs.
• Ensure compliance with policies and procedures.
• Assist with creating member-centered work culture.
• Ensure that procedures, tours, communications, services consider member needs.
• Assist with new member's orientations, shepherd's program, member appreciation days, birthday recognitions, contacting new members and members with long absences from the branch.
• Help to coordinate facility schedule, lobby bulletin boards/displays, banners, member comment board, brochure rack, etc
• Provide back up for the front desk staff
• Assist with scheduling and conduct desk staff meetings. Attend meetings as assigned
• Administer payroll and accounts payable for appropriate department/staff
• Assist with managing all office related functions of the front desk/department (i.e. computer registration system, cleanliness of the desk and lobby area, supplies, and flyers/binders)
• Consult with members to direct them into appropriate healthy lifestyle programs
• Provide a friendly and encouraging environment for members in the usage of fitness and wellness programs and services
• Learn member names and encourage regular exercise routines and record keeping
• Assist with tracking assigned participant's individual usage of the system and take appropriate action to ensure member retention, participation and progress toward goals
• Cultivate and develop relationships and follow up with telephone calls, emails, correspondence, etc. to assist the member in achieving their wellness objectives
• Provide consistent support to all members using the facility
• Participate in providing tours to prospective members
• Follow up with members to schedule orientations and to encourage regular exercise
• Work as a part of a staff team in accomplishing the mission of the YMCA
• Participates in the Annual Campaign as assigned

Skills

Communication

Leadership

Team building

Organizational skills

Record keeping

Computer skills

Education

College degree

Tools

Office equipment

Job description

YMCA is seeking a Member Services Supervisor to lead staff in delivering exceptional member experiences and to foster a culture of member service excellence within the branch. You will recruit, train, and schedule staff while ensuring high-quality service and adherence to policies.

The role emphasizes teamwork, community impact, and ongoing staff development, with responsibilities spanning onboarding, scheduling, and coordinating programs to engage members in wellness activities.