Membership Operations Manager - Cape Ann YMCA - Cape Ann YMCA

Are you an expert at customer service, have people leadership skills and a natural ability to connect with community? Are you interested in working for an organization that makes a difference in people's lives? This opportunity might be for you!

The Cape Ann YMCA is seeking a full-time Membership Operations Manager to support the Welcome Center team and members we serve. The primary focus of this role is to coordinate the front desk schedule, implement membership initiatives, and lead by example while providing superior customer and concierge service.

This position is a Tuesday through Saturday schedule. During a regular day, you will manage the staff schedule, provide payroll approval support, and supervise and coach staff to ensure support and a high-quality member experience from the team. You will be accountable for creating a supportive and fun environment that values staff growth and member engagement and for ensuring an exceptional membership experience. This position is critical in the management of staffing and training the membership team on quality sales strategies and appropriate customer service responses in a fast-paced, high-volume environment. You will also be responsible for providing high-quality direct service, creating a welcoming atmosphere for members and guests, and completing phone and in-person transactions accurately. This role acts as the liaison between our program and membership teams and our members to troubleshoot member concerns, answer questions, proactively review accounts, and create a welcoming and friendly environment.

To thrive in this role, you must have a proven successful customer service experience and leadership experience in a supervisory capacity. You can organize, execute, and manage administrative tasks with a fine attention to detail, and ensure deliverables are on time with accurate results. You have a personable demeanor and excellent communication skills to synthesize information and respond appropriately in a high-volume environment. You understand and can apply de-escalation techniques in response to member concerns and are proactive in your approach to work. You have a way with people and can help them get to where they need to be when it comes to member experience and interpersonal skills. You want to deepen your professional and leadership experience. You have strong problem-solving and listening skills allowing you to assess and address each situation and provide solutions. You are computer savvy and able to learn new operating systems quickly and efficiently as well as teach others. If you resonate with our core values of Caring, Honesty, Respect, and Responsibility and want to make a difference in the lives of your community, we invite you to apply!

In addition to a quality work environment, our YMCA offers competitive salaries, benefits, and professional development opportunities including;

• Paid training and development
  
• Advancement and growth opportunities within our seven YMCA locations.
  
• Free YMCA membership and employee discounts on programs.
  
• Health and dental insurance for full-time employees.
  
• 3 weeks paid vacation in addition to generous paid sick and personal time for full-time staff.
  
• Retirement fund with 12% company contribution (once vested/no match required).
  
• Employer-funded insurance.
  

Qualifications

• Solid background in customer service or communications, at least two years' experience leading others.
  
• Ability to lift up to 20 lbs. occasionally and up to 10 lbs. frequently.
  
• Ability to sit, stand, and walk for a significant amount of time.
  

The YMCA is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, protected genetic information, national origin, ancestry, sex, gender identity, gender orientation, age, disability, veteran's status, or sexual orientation.