Closing Manager on Duty

Careers by Empowering Futures, Building Communities
Imagine going to work each day knowing that your efforts positively impact individuals and communities. As a global movement and the nation's leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility, the YMCA of Greater San Francisco offers more than just a job—we offer a career with a future and the opportunity to make a lasting difference in your community. At the Y, you can uncover your passion and build a lifelong career addressing some of the nation's most pressing social issues.

Our Organizational Culture
At the YMCA of Greater San Francisco, we are committed to demonstrating values that aim to building strong communities where you can Be, Belong and Become. With Truth & Courage, we strive to understand and act on individual and societal truths. We ensure a safe and inclusive environment with Authenticity & Accessibility, allowing everyone to participate according to their needs. Our approach is Dependable & Creative, as we respond to community needs through strong partnerships. Above all, we embody Dignity & Empathy, treating everyone with respect and compassion, and recognizing the inherent dignity in all individuals.

Position Summary
The Manager on Duty will serve as the lead staff member for the facility and department during shift hours, especially when department supervisors are not present. This role requires exceptional interpersonal and verbal communication skills to support the association and branch goals of enhancing member acquisition and retention.

The Manager on Duty should be adaptable in a fast-paced environment, capable of working effectively in a team with both staff and volunteers, and able to identify and respond to new opportunities. The position is responsible for fostering a seamless and meaningful YMCA member experience while exemplifying the YMCA's core values of caring, honesty, respect, and responsibility.

Job Responsibilities
Leadership & Staff Support

• Serve as Manager on Duty during scheduled shifts.
• Communicate individually with all staff during shifts to ensure facility and process updates are shared, including Wellness Attendants, Member Services, Lifeguards, and Youth Programs staff.
• Address day-of staff coverage issues and manage break schedules.
• Coach and mentor Member Services staff, embracing the YMCA's coaching culture through mentoring, feedback, and on-the-job training.
• Reinforce and coach Member Services staff on best practices for Cause-Driven Tours.
• Collaborate with the Membership Director to facilitate on-the-job training.
• Assist the Membership Director in onboarding new staff during their shifts.

Member Engagement & Customer Service

• Model Cause-Driven Communication when engaging with members (welcoming, genuine, determined, supportive, and respectful).
• Apply the YMCA's Member Engagement Principles—welcome, connect, support, and invite—during all member and guest interactions.
• Build relationships with staff and members to increase engagement and satisfaction.
• Advocate for members and contribute to initiatives that improve the overall member experience.
• Conduct high-quality tours for prospective members.
• Connect members to available features and benefits by promoting membership programs.

Administrative & Operational Support

• Become proficient in Salesforce, Mindbody, and other relevant staff systems and procedures.
• Oversee additional member services processes such as scheduling, program coordination, and other tasks as assigned by the Director.
• Utilize Mindbody for managing staff and member schedules, group exercise and pool reservations, and booking relevant appointments.
• Address all in-person inquiries, phone calls, voicemails, and respond to membership-related emails.
• Stay knowledgeable about all YMCA SF member communications, resources, and virtual support offerings, including schedules and website details, to enhance in-person communication and member retention.

Facility & Safety Management

• Ensure safety by adhering to branch and department emergency and safety protocols.
• Conduct regular walk-throughs to ensure a clean, safe, and accessible wellness floor, reporting any issues to facilities staff.

Community & Program Collaboration

• Collaborate with the Healthy Living and Youth Development departments to ensure member satisfaction and enhance the member experience.
• Support the Annual Community Campaign for the Membership Department.

Qualifications

• High school diploma or equivalent
• 1+ year of customer service experience
• Must be available for opening or closing shifts and one weekend day
• Good working knowledge of Microsoft Office

Preferred Qualifications

• Bilingual in Spanish, Chinese, Mandaring or other languages.

Work Environment & Physical Demands
The Manager on Duty will work in a dynamic and fast-paced environment, with frequent interaction with members, staff, and the public. The role requires the ability to stand for extended periods, walk throughout the facility, and perform tasks that may include bending, reaching, and lifting up to 50 pounds.

The position involves monitoring various areas of the facility, ensuring safety, cleanliness, and accessibility. The Manager on Duty must be adaptable to changing situations, responding quickly to member needs and safety concerns. Additionally, the role may require occasional outdoor tasks depending on the location and specific duties.

Disclaimers

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.
• All duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA of Greater San Francisco promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees. Please contact your manager if you have any questions about this policy or these job duties.
• This job description may not be all-inclusive, and employees are expected to perform other duties as assigned by management. Job descriptions and duties may be modified by management as needed.
• Job offers are conditional and contingent upon background clearance. Pursuant to the San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment.

Salary Description
The Manager on Duty position offers a compensation range of $ $26.00 per hour. This rate is based on salary benchmarking for similar roles and is aligned with grant fund approvals and requirements for the position.