Assistant Director of Member Services

Come join a dynamic and mission-driven team in a thriving community at the Westfield Area YMCA.

Job Description
Under the direction of the Member Services Director, the Assistant Director of Member Services plays a leadership role in overseeing the Membership Department. This position is responsible for supporting the administration of the membership budget, ensuring high-quality service delivery, and driving membership growth, retention, and conversion. The ideal candidate will foster an exceptional member experience and uphold the YMCA's core values of Caring, Honesty, Respect, and Responsibility.

Qualifications

• Bachelor's degree required.
• Minimum 3 years of supervisory experience preferred.
• Strong customer service, communication, and organizational skills.
• Proficiency in problem solving, financial aptitude and decision making ability.
• Proficient with computer skills and able to learn new systems and software.
• Ability to work a flexible, non-traditional schedule including early mornings, evenings, and weekends.
• Must have and renew Basic Life Support (BLS), First Aid and Oxygen Certification OR get certified within 90 days of employment. Training offered onsite.

Membership
Essential Functions

• Assist in overseeing the Membership Department and Building Supervisors, including administration of the membership budget, achievement of new memberships, retention and conversion goals, and maintaining exceptional levels of member satisfaction.
• Recruit, train, develop, and oversee Membership and Building Supervisor staff to ensure effective delivery of all member services and operational support.
• Ensure all assigned staff are fully trained in department procedures, standard operating policies (SOPs), and job-specific systems or tools, and have the resources necessary to be successful in their roles.
• Conduct annual evaluations for all employees reporting to the Assistant Director of Member Services, providing coaching and feedback that fosters growth and accountability.
• Manage member concerns in a timely, professional, and solutions-oriented manner.
• Always model and reinforce exceptional member service. Ensure staff greet and engage members warmly, learn and use member names, respond to member needs with care, and follow through on all concerns to resolution.
• Ensure accuracy and efficiency in the registration process across all program areas.
• Collaborate with the Marketing Director to implement membership promotions and campaigns.
• Develop and manage the Membership Department schedule, ensuring consistent coverage and cross-training to maintain operational continuity.
• Ensure all membership transactions, procedures, and records are conducted in accordance with Association policies and procedures.
• Serve as an ambassador for the Y's annual strong kids plus campaign by supporting fundraising efforts.
• Represent the YMCA at community events such as local street fairs and Chamber of Commerce functions.
• Maintain a schedule that includes evenings and weekends to ensure coverage during peak YMCA operating hours.
• Manage Gold Member locker assignments and maintain accurate records.
• Assist with monthly data reporting on membership statistics, discount usage, and partnership reports for Y-USA and insurance partners.
• Work with the Director of Member Services to plan and deliver membership staff training courses and recurring monthly staff meetings.
• Perform additional membership and leadership duties as assigned by the COO or AVP of Membership and Programs or Director of Member Services.

Building Supervision

• Recruit, train and supervise all part-time building supervisors.
• Ensure adherence to the facilities SOP's related to building operation during Building Supervisor staffed hours.
• Act as the Building Supervisor when opening/closing the building.
• Present oneself as a leader.
• Provide working knowledge of the YMCA facility and facility systems.
• React appropriately to building and/or other emergencies.

Quality Assurance/Risk Program

• Assist in administering the quality assurance program in conjunction with our risk management program—ensuring compliance to all components by membership and the other departments.
• Assist with monitoring and responding to member feedback submissions.
• Assist with regular and quality checks to ensure complete and accurate membership records.
• Administer the Building Supervisor Shift Report functions and respond as needed to any issues in a timely manner.
• Provide support to the Director of Risk Management ensuring the successful delivery and administration of the Association Risk Management Program.

Risk/Facility Management:
All Staff are responsible for assuring the safety of Y members/ participants and for the care, maintenance and safety of all Y facility/program environments. All staff are required to report accidents/incidents/emergencies, in accordance with Westfield Area YMCA standard operating policy and adhere to YMCA confidentiality requirements related to all reported incidents.