MEMBERSHIP OPERATIONS MANAGER

POSITION SUMMARY:

The Membership Operations Manager provides critical leadership at the Skagit Valley Family YMCA ensuring excellence in facility operations, member satisfaction, and staff supervision during evening and weekend days and hours of operation. This role integrates key responsibilities from membership, aquatics, healthy living, sports, Youth Programs, and Y Kids departments. In addition to ensuring safety and quality service, the Manager champions the YMCA's values of caring, honesty, respect, and responsibility -- building a strong internal culture and fostering positive community engagement. The role also contributes to continuous improvement efforts and team development, reinforcing a welcoming and inclusive environment for all.

ESSENTIAL RESPONSIBILITIES:

Leadership & Supervision

• Provide on-site leadership and act as the senior staff member during evening and weekend shifts.
• Supervise and support Welcome Center, Member Engagement, Aquatics, Fitness Floor, Wellness, Custodial, and Facility teams in a cross-functional environment when those peer management teams are not present.
• Support the management of, training, and evaluation of Welcome Center staff with an emphasis on mentorship and ongoing growth. Model and coach relationship-building skills that support retention and a positive member experience.
• Foster a team-oriented environment grounded in the Y's core values, promoting a culture of mutual respect, integrity, and service.
• Co-lead and support staff check-ins or huddles to keep teams aligned, motivated, and connected.
• Lead Member Operations external and internal policy compliance to include Praesidium Accreditation standards; Membership Terms, Conditions, and Policies; and Employee Safety Policies. Manages documentation and updates to policies and collaborates with peer Membership Program Leaders and Managers to maintain accuracy, compliance, and staff training of these standards.
• Exercise independent judgment to resolve operational issues in the absence of senior leadership.

Member Experience and Engagement

• Staff Welcome Center desk during times of high attendance and registration volumes from membership and other community engagements, employee breaks, and other front desk coverage needs to deliver and model exceptional customer service, ensuring that all members and guests feel welcome and valued.
• Cultivate a culture of inclusivity and belonging for members of all backgrounds. Support a safe, welcoming, and inclusive environment for members and guests.
• Serve as the primary point of contact for member escalations, concerns, and conflict resolution during Manager on Duty shifts. Responds quickly and thoughtfully to member concerns or feedback, escalating as appropriate.
• Support implementation of engagement strategies, including wellness events and family nights.
• Build authentic relationships with members and encourage deeper participation in YMCA programs and initiatives.
• Maintains a positive Membership Experience through excellent customer service.
• Maintain a visible presence throughout the facility to ensure exceptional member service, staff support, operational readiness, and safety policy compliance. Build positive relationships with members while maintaining YMCA policies and standards.
• Assist with membership sales, account updates, and retention efforts.
• Member Services & Safety
• Respond to behavioral, medical, and injury incidents.
• Complete incident documentation and reporting.
• Utilize CCTV systems during incident investigations.
• Maintain CPR, First Aid, and Bloodborne Pathogens certifications.
• Support a safe, welcoming, and inclusive environment for members and guests inclusive of fitness and facility presentation:
• Restock paper products, sanitizing supplies, and gym wipes.
• Maintain cleanliness of mirrors, glass, and fitness equipment.
• Re-rack weights and organize fitness equipment throughout the day.

Administrative & Membership Support

• Provide administrative support and system administration within membership platforms and software, including:
• Key administrative owner of Membership billing, program scheduler and membership account management
• New membership creation
• Refund approvals
• Discount and promotional management
• Attendance reporting and trend analysis
• Program creation, editing, and maintenance
• Provide administrative support for Nationwide Membership check-ins.
• Support YMCA360 App administration.
• Update alerts and notifications on the Skagit Valley YMCA website as needed.

Operational Oversight & Process Improvement

• Ensure safety, cleanliness, and functionality across all facility areas during shifts.
• Maintain inventory of supplies and ensure compliance with safety policies and emergency protocols.
• Complete shift logs, incident reports, and equipment checks with accuracy.
• Identify and implement opportunities for operational improvements, enhancing member satisfaction and workflow efficiency.
• Engage team members in continuous improvement conversations, encouraging grassroots innovation and problem solving.
• Coordinate with leadership to propose procedural or programmatic enhancements.
• Facility Operations
• Serve as the senior on-site leader during assigned evening and weekend shifts (currently Wednesday-Sunday).
• Conduct routine facility inspections of locker rooms, fitness floor, gymnasium and common areas to ensure cleanliness, safety, operational readiness.
• Monitor overall facility cleanliness, safety, and member experience.
• Coordinate and/or support gymnasium program and setup, takedown, and activity monitoring.
• Submit and track facilities and maintenance work orders.
• Monitor HVAC systems through the Building Management System (BMS).
• Maintain working knowledge of building fire alarm systems and emergency procedures.
• Support annual facility shutdown, maintenance, painting, and deep cleaning projects.
• Coordinate operational response to facility, staffing, member service, and maintenance issues to ensure uninterrupted daily operations.

Culture & Community Building

• Act as a culture carrier of the YMCA mission, helping both staff and members connect to the Y's impact in the community.
• Promote an environment where diversity is celebrated, equity is prioritized, and individuals are encouraged to thrive.
• Align all member and staff interactions with YMCA values-ensuring an uplifting and safe environment.
• Recognize and celebrate staff and member milestones to reinforce positivity and community spirit.

Collaboration & Communication

• Partner with Membership, Aquatics, and Healthy Living Directors to support evening and weekend programming needs.
• Maintain regular communication with full-time leadership through reports and debriefs.
• Attend and contribute to trainings and staff development sessions.
• Coordinate with marketing and program teams on events and promotions to boost attendance and visibility.

QUALIFICATIONS:

• High school diploma or equivalent required; college coursework or a degree in business, recreation, hospitality, or related field preferred.
• 3-5 years of supervisory or leadership experience in customer service, recreation, membership, or wellness.
• Current CPR/AED and First Aid certification (or willingness to obtain within 30 days).
• Lifeguard certification preferred (or ability to obtain within 90 days).
• Proven ability to foster a positive, inclusive team culture aligned with organizational values.
• Strong written and verbal communication skills.
• Process-oriented thinker with a knack for identifying and implementing operational improvements.
• Ability to manage multiple priorities and remain calm under pressure.
• Bilingual preferred (Spanish or another language); bilingual pay differential offered.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Must be available evenings, weekends, and some holidays.
• Must be able to lift/move up to 40 lbs, and respond quickly to emergencies in a physically active environment.
• Requires walking, standing, bending, and occasional sitting for extended periods.
• Environments include aquatics spaces, wellness areas, and administrative settings; noise levels moderate to high.
• Regularly interacts with a wide range of individuals including children, teens, families, seniors, and staff.

BENEFITS (for eligible employees):

• Free household YMCA membership
• Flexible scheduling
• 403(b) retirement plan with employer match (after 2 years with 1,000 hours)
• Health, dental, and life insurance (for full-time)
• Paid time off, sick leave, and holidays
• Discounts on YMCA programs and merchandise
• Employee referral bonuses
• Opportunities for professional growth and leadership training