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About the Role
The YMCA of Broome County seeks an accomplished leader to serve as Director of Member Experience. This role shapes how members experience every department at the West Family Branch, empowering the Director to lead cross-department service improvements, align teams, and achieve measurable results.
Responsibilities
- Strengthen membership growth, retention, and engagement by improving service standards, enhancing the member experience, and increasing participation.
- Recruit, train, coach, and develop frontline team members; coordinate staffing and scheduling.
- Analyze membership performance, member feedback, and service trends to identify opportunities and implement improvements.
- Support effective membership administration, financial procedures, and service systems.
- Address complex member concerns, promote consistent service standards, and maintain a visible, hands-on leadership presence.
- Assess the full member journey, identify inconsistent standards or missed opportunities, and design practical improvements.
- Exercise delegated authority to convene teams, establish expectations, coordinate initiatives, monitor progress, and hold participants accountable.
- Lead efforts to expand member value through partnerships, program connections, and engagement opportunities.
- Champion branch-wide service standards, coach collaborative problem-solving, and bring unresolved barriers or resource decisions to the Executive Director.
Requirements
- Proven leaders from customer experience, hospitality, healthcare, recreation, nonprofit organizations, and other service-driven businesses.
- 4+ years of progressive leadership or management experience, including direct staff supervision and measurable performance improvement.
- Evidence of building strong teams, raising service expectations, and holding people accountable with professionalism.
- Excellent judgment, communication, organization, and follow-through.
- Ability to move ideas from proposal to implementation.
- Ability to influence peer leaders and direct approved cross-functional work through delegated authority.
- Comfort with budgets, performance data, service systems, and occasional hands-on member-service coverage.
Skills
- Leadership
- Member Experience
- Service Standards
- Team Development
- Performance Analysis
- Communication
- Organization
- Problem-Solving
- Budget Management
Location
- Broome County
Work Type
- Full-time
- Exempt
Experience Level
- 4+ years of progressive leadership or management experience
Education Level
- Bachelor's degree preferred but not required
Benefits
- Medical, dental & vision insurance
- Paid vacation, sick & personal time
- YMCA retirement benefits & 403(b)
- Free YMCA membership for you and your household
- Program discounts
- Employee Assistance Program
- Professional development
About the Company
- The YMCA of Broome County helps set a higher standard for how thousands of people experience the YMCA.