Member Service OperationsManager -

The Membership Operations Manager is a key leadership role responsible for the daily operations of the Membership Department, ensuring an exceptional experience for all YMCA members, staff, and volunteers. This position oversees the front-line service team and facility operations during assigned hours, helping to create a welcoming, safe, and engaging environment aligned with the YMCA’s mission and values. This role plays a critical part in supporting member retention, staff development, and overall Association success. 

OUR CULTURE:  

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you.   

 Reports to:  Membership Director – Member Service  

 Key Responsibilities 

Member & Staff Engagement 

• Deliver an outstanding member experience by ensuring high standards in service delivery and operational consistency. 

• Foster strong relationships with members, addressing concerns and resolving issues promptly and professionally. 

• Actively lead and coach part-time staff in delivering excellent customer service and promoting YMCA programs and services. 

• Give facility tours, guiding prospective members based on their interests and needs. 

Operations & Administration 

• Oversee daily operations of the Membership Department and facility during scheduled shifts. 

• Ensure accurate membership records, program registrations, and financial transactions including bank drafts and daily cash balancing. 

• Implement and monitor opening and closing procedures, including facility walkthroughs and security protocols. 

• Complete and review incident reports, maintain compliance with safety procedures, and ensure a clean and organized front desk area. 

Leadership & Team Development 

• Recruit, train, supervise, and evaluate member service staff. 

• Collaborate with Training & Development to identify and address training needs. 

• Schedule and conduct performance reviews and maintain employee certifications and training records. 

Community & Volunteer Engagement 

• Support YMCA volunteer initiatives and help foster a culture of community involvement. 

• Represent the South Shore YMCA at outreach events and help build relationships with local organizations. 

Facility Oversight 

• Partner with facility and program teams to ensure safe, clean, and welcoming spaces for all members. 

• Support basic front desk housekeeping and ensure facility readiness. 

COMMUNITY INVOLVEMENT & SUPPORT  

Engages and builds collaborative relationships with community organizations. Represents the South Shore YMCA at community and YMCA fundraising events 

REQUIRED SCHEDULE 

Must be able to work Tuesday to Saturday between 12:00 PM and 8:00 PM 

• Bachelor's degree in business administration, Marketing, or a related field; equivalent combination of education and relevant experience will be considered. 

• Minimum of three (3) years of progressive leadership experience in sales, customer service, or membership-based operations, including the supervision of part-time staff. 

• Proven ability to lead and motivate teams to achieve service and sales goals in a fast-paced, dynamic environment. 

• Exceptional interpersonal, verbal, and written communication skills, with a strong emphasis on relationship building, member engagement, and conflict resolution. 

• Demonstrated ability to deliver high-quality presentations, facilitate negotiations, and effectively resolve member and staff concerns. 

• Highly organized with excel