Senior Vice President of Operations

Imagine being part of one of the most respected human services organizations in the world—a place where your work positively influences the lives of others, a place where you thrive in a values-based environment, a place where you are building a better future for yourself and your community.


General Function:
Under the supervision of the Senior Vice President/Chief Administrative and Strategy Officer and in harmony with the mission and purpose of the established policies and goals of the YMCA, the Senior Vice President of Operations is responsible for ensuring successful operational effectiveness and fiscal success for assigned areas. With direct supervision of the Vice President of Operations, Executive Directors for YMCA centers and Wellness, the Senior Vice President of Operations works directly with Center Services departments to ensure successful operations. They will also support assigned Association initiatives, working with multiple departments and teams to ensure successful implementation.
Qualifications:
1. Bachelor’s Degree or equivalent experience preferred. YUSA Organizational Leader Certification (or equivalent) required within two years and must begin working towards certification within 6 months.
2. A minimum of five years of progressively responsible experience in membership services.
3. Experience using Daxko Operations.
4. Advanced experience with Microsoft Office Suite.
5. Ability to effectively communicate with staff members at all levels.
6. Highly motivated with the consistent ability to meet or exceed goals, cultivate and retain members, volunteers and program participants.
7. Ability to quickly build rapport and develop effective relationships with members, volunteers, program prospects and others to achieve goals.
8. Demonstrated ability to multi-task and adapt to changing contexts and priorities.
9. Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
10. Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
11. Certification in CPR/ First Aid/AED/02 required within 60 days of hire.
12. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
13. Satisfactory completion of a criminal background check, credit check and Child Protective Services check.
Essential Functions:
• Supports the mission, vision and goals of the YMCA.
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect, and responsibility.
• Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living, and social responsibility.
• Actively participates in the Senior Leadership Team, Operations Senior Leadership. Center Operations Team, Association task forces, and committees to promote Center unity.
Membership/Program Enrollment, Experience, and Retention:
• Drives program enrollment by providing strategic leadership over teams, recruitment strategies, and direction.
• Increases program participant connection and experience by ensuring the experience is consistent, integrated and aligned with YMCA goals.
• Establishes and ensures best practices are followed for membership/program enrollment, experience, and retention.
• Works closely with the marketing team to develop marketing plans that drive traffic to centers.
• Ensures onboarding and retention strategies are effective and aligned with YMCA goals and objectives.
Member/Program Participant Experience
• Provides leadership throughout the association to program operations, ensuring a quality experience at every center.
• Develops and implements satisfaction measurements through analysis of Net Promoter Scores, feedback comments, and other KPIs.
• Leads center directors on action plans in response to survey and research results.
• Develops and implements service/experience training to association and center staff.
• Establishes the baseline experience; works cross-functionally to align and mobilize the entire experience. Manages the evolution of the member and participant journey map.
Program Development
• Reviews and evaluates all programs to determine member satisfaction and to ensure all programs meet quality standards.
• Maintains knowledge of current trends and developments in the field of programs, and group exercise.
• Ensures quality and safe programming for members and program participants.
Program Administration
• Responsible for annual budget for program areas.
• Follows all association standard guidelines.