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About the Role
The Senior Director, Community Programs & Member Experience (General Manager) is responsible for the day-to-day operational leadership of the May Center's membership-based businesses and member experience functions. This role oversees Membership, Personal Training, the Pro Shop, and the Himan Brown Membership Sales, ensuring operational excellence, exceptional service, and achievement of revenue and retention goals. Working closely with the Executive Director, this position translates strategic priorities into operational execution by leading high-performing teams, optimizing systems and processes, leveraging technology and data, and fostering an engaging member experience that supports the May Center's mission and business objectives.
Responsibilities
- Foster a collaborative, accountable, and service-oriented culture
- Lead, mentor, coach, and evaluate the Director of Member Experience, Fitness Director, Sales Team, Welcome Desk, and assigned staff
- Recruit, onboard, and develop high-performing team members
- Conduct regular performance reviews and establish measurable goals
- Lead department meetings and promote cross-functional collaboration
- Ensure staff maintain required certifications, training, and compliance
- Direct day-to-day operations of Membership, Personal Training, Pro Shop, and the Himan Brown Senior Program Membership Sales function
- Manage staffing schedules, payroll administration, and departmental coverage
- Develop operational procedures that improve workflow and efficiency
- Partner with May Center Director of Operations to maintain operational readiness
- Ensure consistent adherence to service standards, policies, and procedures
- Champion a service-first culture throughout the May Center
- Improve member acquisition, onboarding, engagement, retention, and satisfaction
- Monitor member feedback, Net Promoter Scores, and service metrics
- Resolve member concerns professionally and proactively
- Strengthen community engagement and member relationships
- Lead membership acquisition, retention, and personal training growth
- Drive Pro Shop and Himan Brown revenue performance
- Monitor KPIs including sales, conversion, utilization, and retention
- Partner with Marketing on promotions and outreach
- Align operations, staffing, and programming with revenue goals
- Serve as the operational lead for Salesforce, Traction Rec, UPACE, MXM, POS systems, and future systems
- Maintain data integrity and reporting accuracy
- Train staff and establish system best practices
- Optimize workflows, reporting, automation, and integrations
- Use CRM and operational data to improve performance and decision-making
- Oversee membership administration, payroll coordination, revenue recovery, reporting, and compliance
- Analyze operational and financial performance metrics
- Implement process improvements that enhance efficiency and service
- Evaluate staffing models and workflows
- Recommend innovations that strengthen competitiveness
- Partner with the Executive Director on operational initiatives
- Conduct new employee and quarterly staff safety trainings
- Administer emergency care to members and guests in need of assistance
- Attend Active Wellness site meetings and trainings
- Handle injury and illness and security incident reporting
- Work as a TEAM with all other departments
- Perform other duties and responsibilities as assigned by supervisor
Requirements
- 4-year college degree
- 10+ years of progressive leadership experience in health and fitness, hospitality, recreation, or membership operations
- Experience leading multidisciplinary teams and managing budgets
- Experience with Salesforce and membership management systems preferred
- Proficiency in Microsoft 365 and enterprise business systems
- Excellent leadership and analytical skills
- Strong commitment to customer service and member engagement
- Must be detail oriented, organized, results oriented, able to multitask and have a strong commitment to the fitness industry
- Strong verbal and written communication skills
- AED/CPR/First Aid Certified
- Proof of citizenship or legal status
- Ability to take responsibility for the health and safety of others
- Ability to stand for several hours in the same shift
- Ability to lift 25 lbs.
Skills
- Salesforce
- Membership management systems
- Microsoft 365
- Enterprise business systems
- Leadership
- Analytical skills
- Customer service
- Member engagement
- Detail oriented
- Organized
- Results oriented
- Multitasking
- Communication skills
Location
- New York, NY
Work Type
- Full Time
- Onsite
Experience Level
- Senior
- 10+ years of progressive leadership experience
Education Level
- 4-year college degree
Salary/Compensations
- $115,000.00 - $125,000.00 base salary
- $23,000.00 - $30,000.00 annual bonus potential
Benefits
- Health, Dental and Vision Insurance (Full Time)
- Health Flexible Spending Account (Full Time)
- Paid Time Off (Full Time)
- Parking & Transit Flexible Spending Accounts
- 401(k) (Eligible after 1 year of service + 1000 work hours)
- Legal Support Plan
- Employee Assistance Program & Mental Health Support Service
- Complimentary Club Membership and Discounts on Active Products (where applicable)
About the Company
- Active Wellness LLC is an equal opportunity employer
Equal Opportunity
- Active Wellness LLC is an equal opportunity employer