Service Delivery Director of Experience - Chickahominy Family YMCA

About the role

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.

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.

Benefits

• Health insurance
• 12% employer-paid retirement (upon meeting eligibility)
• Free YMCA membership
• Childcare discounts
• Professional development opportunities

Pay

Competitive salary range: $45,043 to $50,673 per year.

Schedule

In partnership with other