Senior Member Experience & Programs Director

YMCA of the Triangle; Apex (NC); On-site; USD 54,000 - 66,000; Full time

Job summary

YMCA of the Triangle in Apex, NC seeks a Senior Member Engagement Program Director to provide strategic leadership across program areas, oversee development, operations, budgets, and staff supervision, and advance service excellence for members and families.

The role emphasizes community partnerships, growth, fundraising, and ensuring high-quality experiences. The position requires a commitment to YMCA values, flexible schedule, and in-person leadership across branches.

Qualifications

• Bachelor’s degree in related field preferred and/or 3+ years of progressive experience.
• Proven passion for building community and fostering strong, mission-driven relationships through programs and services.
• Extensive experience leading program development, staff supervision, and personnel growth.
• Experience building a strong culture of hospitality through effective staff leadership and consistent member-centered service.
• Demonstrated ability to manage and lead staff, programs, and operational priorities with accountability for outcomes.
• Exceptional communication skills, including written, verbal, and public-speaking engagement with diverse audiences and stakeholders.
• Highly organized and adaptable, with the ability to prioritize competing demands and lead effectively in a fast-paced environment.
• Demonstrates professionalism, initiative, and a positive leadership presence that builds and sustains high-performing teams.
• Strong organizational, analytical, and project management skills with experience overseeing complex initiatives.
• Capacity to oversee facilities, equipment, and program operations to ensure safe, efficient, and high-quality experiences.
• Builds inclusive, mission-driven relationships with youth, families, and community members from diverse backgrounds.
• Bilingual or multilingual skills preferred but not required.

Responsibilities

• Provide vision and oversight for multiple program areas, ensuring alignment with YMCA values, strategic priorities, and community needs.
• Maintain consistent daily presence in programs to support quality, safety, and staff oversight, following association-specific expectations for direct service coverage and onsite visitation.
• Lead program development, growth, and continuous improvement through strategic leadership and community partnerships.
• Coordinate facilities, resources, and logistics to ensure high-quality program delivery and successful events.
• Recruit, hire, train, and mentor staff and volunteers across multiple program areas, fostering a culture of collaboration, inclusion, and professional growth.
• Develop staffing plans, manage schedules, conduct performance evaluations, and implement strategies to motivate teams and achieve program goals.
• Ensure staff certifications and records are current and compliant with YMCA standards.
• Build and sustain strategic partnerships with schools, nonprofits, and other organizations to deepen community impact and expand program reach.
• Lead outreach, marketing, and registration efforts to promote programs and ensure equitable access.
• Develop and manage program budgets across multiple areas to meet financial goals and ensure responsible stewardship of resources.
• Act as a branch leader for the YMCA Annual Campaign by leading volunteer teams, supporting fundraising events, and achieving an individual fundraising goal that advances the branch’s overall target.
• Lead and oversee daily Member Experience and Front Desk operations to ensure consistent, welcoming service across the branch in partnership with the Associate Director.
• Provide strategic leadership, coaching, and vision to sustain an inclusive, high-quality hospitality culture aligned with YMCA voice.
• Lead, coach, and develop a team of full-time Directors, holding accountability for program quality, staff performance, and day-to-day operational effectiveness.
• Use membership data, retention tools, and engagement strategies to drive retention, acquisition, and long-term member connection.
• Maintain comprehensive knowledge of programs, pricing, policies, and registration systems; lead continuous process improvement.
• Oversee all member and participant reception, registration, and transactions to ensure accuracy, professionalism, and consistency.
• Ensure registration materials, program information, and Personify resources are current, accessible, and effectively utilized.
• Collaborate across departments through the Membership Engagement Team to implement the membership framework and branch strategies.

Skills

Leadership

Staff supervision

Communication

Relationship building

Customer service

Education

Bachelor’s degree

Job description

YMCA of the Triangle in Apex, NC seeks a Senior Member Engagement Program Director to provide strategic leadership across program areas, oversee development, operations, budgets, and staff supervision, and advance service excellence for members and families.

The role emphasizes community partnerships, growth, fundraising, and ensuring high-quality experiences. The position requires a commitment to YMCA values, flexible schedule, and in-person leadership across branches.