Senior Director of Member Experience

Description

The YMCA of Broome County seeks an accomplished, hands-on leader to serve as Director of Member Experience. Working directly alongside the West Family Branch Executive Director, this role helps shape how members experience every department at the West Family Branch.

This is more than department management. The Director will be empowered by the Branch Executive Director to lead approved cross-department service improvements, align teams around clear standards, and turn opportunities into measurable results.

Leadership & Service Operations

• Strengthen membership growth, retention, and engagement by improving service standards, enhancing the member experience, and identifying opportunities to increase participation across both YMCA branches.
• Recruit, train, coach, and develop frontline team members; coordinate staffing and scheduling to ensure reliable coverage across all shifts, promote accountability, and provide direct operational support when necessary.
• Analyze membership performance, member feedback, and service trends to identify opportunities, establish priorities, and implement improvements that strengthen engagement and retention.
• Support effective membership administration, financial procedures, and service systems in collaboration with Finance and branch leadership.
• Address complex member concerns, promote consistent service standards, and maintain a visible, hands-on leadership presence, including assisting with frontline operations when needed.  

Elevating the Member Experience

• Serve as a close working partner to the West Branch Executive Director, helping translate branch priorities into action across Wellness, Aquatics, Sports, Marketing and other departments.
• Assess the full member journey, identify inconsistent standards or missed opportunities, and design practical improvements with department leaders.
• Exercise delegated authority to convene teams, establish expectations and timelines, coordinate approved cross-department initiatives, monitor progress and hold project participants accountable for agreed deliverables.
• Lead efforts to expand member value through partnerships, program connections and engagement opportunities that encourage participation and retention.
• Champion branch-wide service standards, coach collaborative problem-solving and bring unresolved barriers or resource decisions to the Executive Director.

Requirements

We welcome proven leaders from customer experience, hospitality, healthcare, recreation, nonprofit organizations, and other service-driven businesses who can balance big-picture thinking with operational execution.

• 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, while respecting departmental reporting lines.
• Comfort with budgets, performance data, service systems and occasional hands-on member-service coverage.
• A bachelor's degree is preferred but not required. We value proven leadership, initiative and results over a specific career path.  

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

Schedule

Full-time, exempt leadership position with primarily professional daytime hours and flexibility for occasional evenings, weekends, special events and direct member support when appropriate.

Why Join the YMCA?

Help set a higher standard for how thousands of people experience the YMCA. You will lead a key team, work side by side with the West Branch Executive Director, and have real responsibility to drive approved improvements across departments.