Member Experience Program Manager-Tellepsen Y

Under the guidance and supervision of the Senior Member Experience Director, the Program Manager will assist with activities related to membership while working alongside the Member Experience team. Supports in the recruitment of new members, retention of existing members and leadership of assigned staff. Assist with developing, planning and implementing new procedures and methods to achieve strategic goals.

Provides a quality experience to members that focuses on and includes the YMCA core values: honesty, respect, responsibility, caring, and faith. The incumbent will position themselves as a cause driven leader in this vital nonprofit organization.

Essential Functions:

• Actively works to build relationships with members and community partners, improve member engagement, evaluate staff, and enhance the overall quality of service.
• Works with Membership Experience Sales Specialist and Senior Member Experience Director to ensure center meets or exceeds membership and corporate membership sales goals.
• Maintains a professional presence during all YMCA functions and operations.
• Assists with hiring, onboarding and training new staff.
• Assists in managing the daily operations of the front desk. Identifies concerns and works with Member Experience Director to resolve them in a timely manner.
• Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
• Manages sufficient staffing levels for daily operations, holidays, and special events; filling in as needed.
• Serves as communications liaison between member services team and new program or center related information or updates.
• Supports the Senior Member Experience Director with identifying needs in relation to member experience, staffing, daily operations, etc.
• Assist organizing community events that promote and represent the YMCA.
• Assists in YMCA annual campaign fundraising and special events.
• Actively participates in center related events, meetings, and staff trainings as required.
• Participates in the center's Cause-Driven Leader on Duty (CLOD) rotation.
• Reports suspicious and inappropriate behaviors and policy violations.
• Follows mandated abuse and incident reporting requirements.
• Meet timelines and deadlines related to supporting systems and employee compliance.
• All other duties as assigned.

YMCA Culture & Cause Expectations

Our mission and core values are brought to life by our culture. It's who are, who we aspire to be and how we show up every day. We are cause-driven. We don't just show up, we show up with purpose. As a cause driven leader you are expected to be:

Welcoming-Accept neighbors eagerly, warmly, hospitably, and as equal participants.

Nurturing-To care for, support, and help develop through encouragement.

Hopeful-Take an optimistic or positive view of future outcomes.

Determined-To devote full strength and concentrated attention to the cause.

Genuine-To be honest and open in relationships with others.

• Bachelor's degree in related field or equivalent preferred, or 1-3 years of applicable experience.
• At least 21 years of age.
• Completion of following training requirements:
  
  • Prior to first or beginning of scheduled shift: Online training for Child Abuse Prevention, Work Place Harassment & Bullying, Universal Precautions, Information Security and Awareness.
  • Within first 30 days of employment: ASHI trainings for CPR-Pro, AED, Oxygen and First Aid
  
  
• Must possess oral, auditory and written communication skills appropriate for interacting with both children and adults.
• Strong attention to detail required as well as excellent communication, interpersonal and problem solving skills.
• Ability to connect with people of diverse backgrounds.
• Must be proficient in use of PC, and demonstrate ability to use specific Membership software programs.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to resolve routine problems. Ability to maintain confidentiality. Ability to be sensitive and alert to the needs, feelings, and safety of others.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Including walking, standing, bending, and reaching.

While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee is regularly required to stand, walk, and talk and hear. The employee frequently is required to walk. The employee frequently is required to use hands to finger, handle, and/or feel objects, tools, and/or controls. The employee must occasionally lift and/or move up to 10 pounds. Possess adequate vision and hearing to safely monitor environment and effective communicate with members.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

HOURS

This is a fulltime position. Flexible with scheduling and available to work operational hours of the YMCA, which may include day, evening, weekends, and/or holidays, based on the center needs.

The YMCA of Greater Houston provides Equal Employment Opportunities for employment to all employees and applicants, including disability and protected veteran status.