Senior Member Services Director

Join the YMCA of Pierce and Kitsap Counties at our Pearl Street location, leading our member-first culture and driving community impact through relationship-building with members, staff, volunteers, and participants.

About the Role

This position directs all membership activities across facility branches, including recruitment, retention, and staff supervision. Key focus areas include member engagement, staff development, facility safety, and upholding member-service standards. The role also oversees branch events, community outreach, and the promotion of YMCA membership and programs to meet strategic goals.

Responsibilities

• Plan, develop, and evaluate membership operations, acquisition, and retention strategies through collaborative efforts.
• Track and analyze membership statistics, providing actionable insights and overseeing the membership database.
• Keep staff updated on YMCA policies, procedures, and pertinent information.
• Identify and develop small groups and activities to foster member relationships.
• Develop, implement, and manage operating plans to promote program and membership growth.
• Execute strategies to connect members and program participants with one another and the YMCA.
• Ensure program standards and safety procedures are followed.
• Deliver high-quality, member-focused programs through innovation, evaluation, and staff training.
• Coordinate special events and activities.
• Provide data and reports for assigned programs.
• Conduct ongoing facility walkthroughs to ensure safety, cleanliness, and member needs are met.
• Respond to incidents, accidents, and behavior concerns; complete reports as necessary.
• Provide staff and lifeguard breaks as required.
• Collaborate with Association Operational Focus Groups and other YMCA PKC branch directors for consistent programming.
• Develop and maintain relationships with community organizations.
• Respond to member and community inquiries and complaints in a timely manner.

Requirements

• Bachelor’s degree and/or 3–4 years of related experience in supervision, fiscal management, program development, and staff/volunteer development.
• 1–2 years of experience working with budgets and computers.
• Knowledge of current adult safety and program standards.
• Proven supervisory and management skills.
• Positive attitude and experience working with diverse populations.
• Demonstrated skills in customer service, public relations, organizational management, communications, supervision, and computer proficiency.
• YMCA Team Leader or Multi-team/Branch Leader certification preferred.
• YMCA Lifeguard or equivalent, CPR for the Professional, AED First Aid, and Oxygen certification, or ability to obtain within 90 days.
• Ability to pass background and reference checks (in accordance with the WA State Fair Chance Act).
• Commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Willingness to complete online Child Abuse Prevention training on the first day and other required training.

Pay

$80,168.40 to $82,168.40 per year. Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted range.

Schedule

Full-time, exempt, on-site position.

Benefits

• Medical, dental, and vision benefit plan options.
• YMCA-paid life and long-term disability insurance.
• Opportunity to participate in the YMCA 403(b) retirement savings plan; after 2 years of full-time employment, the YMCA contributes 8% of monthly earnings.
• 15 days of paid vacation (accruals increase with years of service).
• 8 paid holidays/floating holidays per year.
• Paid sick leave accrued at 1.23 hours for every 40 hours worked per year.
• Employee Assistance Plan (EAP), digital mental health counseling platform, wellness program, and LifeMart employee discount center.
• Professional training, education, and certification opportunities.
• 20% discount on YMCA programs, child care services, and merchandise.
• Public Service Loan Forgiveness eligibility for full-time employees.