Service Delivery Director of Experience

The Service Delivery Director of Experience provides operational and strategic support and leadership for one or more of the branch's member experience areas, such as membership or wellness, as assigned. This role helps build the branch's leadership pipeline, helps manage labor and operational budgets for the areas under their leadership, and helps set the standards that shape a member's experience across every touchpoint they oversee. The Service Delivery Director of Experience reports to and partners closely with the Experience Delivery Director to keep branch experience standards, program quality, and operational performance moving in the same direction.

The Service Delivery Director of Experience carries a regular front-line service commitment each week within their assigned areas, staying connected to the member experience and modeling the service standards expected of the team. In partnership with other team members, they are expected to provide leadership coverage during all operating hours, including opening, closing, evenings, and weekends.

Key Responsibilities

• Oversee daily operations and service delivery processes for assigned member experience areas.
• Develop and implement strategic initiatives to improve member satisfaction and retention.
• Collaborate with branch leadership, operational teams, and stakeholders to align service delivery with business objectives.
• Monitor performance metrics, identify improvement opportunities, and implement corrective actions.
• Lead cross-departmental projects to enhance service quality and operational efficiency.
• Ensure compliance with regulatory and internal policy requirements.

Qualifications

• A minimum of 5 years of leadership experience in operations, membership, wellness, and/or aquatics is required, including experience supervising multiple staff members.
• Demonstrated budget management experience is required.
• Strong strategic planning and problem-solving skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Experience in managing cross-functional teams and projects.

The YMCA of Greater Richmond stands committed to creating a work environment comprised of individuals from diverse socio-economic, racial, ethnic, religious, and national origins. We believe in nurturing the potential of all staff and are dedicated to the ongoing professional development of talent. We believe a diverse and inclusive work community is essential to fulfilling our mission of being open to all. The Y is a cause-driven organization focused on strengthening our community. The principles that guide us in our work are our core values of caring, honesty, respect, and responsibility.

Compensation/Benefits:
•Competitive salary range: $45,043 to $50,673 per year.
•Comprehensive benefits package including health insurance, 12% employer-paid retirement (upon meeting eligibility), free YMCA membership, childcare discounts, and professional development opportunities.

If you're excited about joining a dedicated team and creating meaningful connections, we encourage you to apply.
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