Member Service Operationsmanager

2 weeks ago

Hanover, United States SSYMCA Full time

The **Member Service Operations Manager** is responsible for the day-to-day membership operations and ensures the delivery of superior member experience to members, staff and volunteers. This individual will be held accountable for overseeing day-to-day operations within the Membership Department, along with the smooth operation of the facility during assigned hours to ensure a positive member experience for both potential and current members. This position will contribute to a safe, engaging, efficient and positive experience for all. This position directly contributes to overall Association profitability. Some weekends, early mornings and evening schedule is expected.

**OUR CULTURE**:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

**Reports to: Membership Director Member Servic**e

**CORE EXPECTATIONS**:
**MANAGEMENT**
- Observance of departments to ensure members are receiving the best possible experience.
- Actively engages in building relationships with staff, members and participants, guiding and redirecting any areas of concern.
- Completes and monitors completion of incident reports
- Partners with the Membership Team to drive service and identify cross-selling opportunities.

**STAFF ENGAGEMENT & DEVELOPMENT**
- Assists in hiring, trains, develop and coach sales staff team members, which achieves established Association goals and objectives.
- Works with Training and Development to identify and implement training needs which enhances sales skills, as needed.

**MEMBERSHIP ENGAGEMENT & DEVELOPMENT**

Building relationships with and among families and members, responding to inquiries andolving problems. Creates a supportive community environment, recruits and engages new families, and connects families to the YMCA’s cause.

**BUDGET & FINANCIAL MANAGEMENT**

Assists in the development & management of the Membership Department budget

**FACILITY MANAGEMENT**

Works with branch staff to provide program facilities for members that are safe, clean, adequately equipped, well maintained, and attractive.

**VOLUNTEER DEVELOPMENT**

Supports volunteer initiatives

**FINANCIAL DEVELOPMENT**

Assists in YMCA fund raising activities/events

**COMMUNITY INVOLVEMENT & SUPPORT**

Engages and builds collaborative relationships with community organizations.

**YMCA COMPETENCIES - MULTI-TEAM LEADER**

Mission and Community Oriented Reinforces YMCA values within the organization and community and develops strategies to ensure staff and volunteers reflect it. Implement effective systems to develop volunteers at program, fundraising and policy leadership levels.

People Oriented Builds partnerships and collaborations; communicates for influence to attain buy-in and support for goals. Provide tools and resources for the development of others.

Results Oriented Assigns clear accountability, ensures execution of plans, secures resources and support for philanthropic endeavors, integrates multiple thinking processes to make decisions and institutes sound accounting procedures and financial controls. Involve member and community in the development of programs and activities.

Personal Development Anticipates challenges that can delay personal growth, fosters a learning environment embracing diverse abilities and approaches, and creates a sense of urgency and positive tension to support change

**QUALIFICATIONS**:

- Bachelor’s Degree in business administration, marketing or related field; or equivalent experience.
- Minimum of three (3) years of sales leadership experience, including supervision of Part-Time Staff.
- Budgetary experience preferred..
- Strong interpersonal skills with the ability to build rapport and credibility quickly.
- Strong conflict resolution skills and experience.
- Strong verbal and written communication skills.
- Excellent presentation, writing and negotiation skills.
- Entrepreneurial spirit with the ability to work in highly flexible, rapidly changing and fast-paced work environment.
- Ability to work with a diverse group of individuals.
- Ability to establish and maintain favorable relationships with leaders of corporations and/or community organizations.

**PHYSICAL DEMANDS**

Ability to travel locally. The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this Job, the employee is regularly required to stand; walk and talk and hear. The employee is occasionally required to sit; reach with hands and a

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