• Job Title: Downtown Tampa YMCA Operations Director
• Location: 104 South Franklin Street, Tampa, FL, 33602, USA
• Base Pay: 50000.000000 / YEAR
Under the direct supervision of the Associate Executive Director, the Operations Director will oversee the operations of the Downtown YMCA including membership acquisition, engagement and retention, grass roots marketing, programming, and wellness and other programmatic areas as assigned.  Participates in volunteer and staff development, financial development, community relations and collaborations with community agencies. This position ensures that family center teams operate efficiently and employs a continuous improvement model to meet and/or exceed goals for member/participant satisfaction, strong financial management and overall growth.
Key areas of responsibility include: ensure high quality member and program experiences while growing enrollment, build community relations/partnerships, supervise program directors and key staff, ensure effective communication and coordination between center program lines and with association initiatives, and support and grow the center’s Annual Giving Campaign.
Critical areas of expertise include: leading others, highly organized multi-product line management, enhancing the member experience, strong membership retention strategies, delivering and managing robust programs focusing on quality, proven results in growth in programs, successful supervision of multiple full-time program directors to create a seamless team environment.Â
The successful candidate high energy passionate leader who can multi task in a fast pace environment, have a passion for sales, and a proven track record in building upon prior success.Â
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Membership Operations > Evaluates member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:
Engagement and Retention >
• Analyzes data about member satisfaction and interests to ensure connection to programs, services, and other members.
• Collaborates regularly with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
• Creates monthly membership business plans as directed by the association.
• Actively promotes orientations, personal training and group exercise offerings to 100% of new members to ensure the highest levels of member retention and repeat customers.
• Collaborates with product line leaders (program, sports, aquatics, etc.) to promote and achieve program optimization targets
• Follow up with L360 surveys within 24 hours to address member concerns.
• Expert in member engagement with various generations (youth, adult, families, and seniors)
Membership > Effectively plans and executes strategies that support member acquisition and recruitment and ensures that sales and revenue goals are achieved.
• Develop and implement sales and member recovery strategies, within Association guidelines, that result in achievement of assigned sales / revenue targets.
• Collaborate with the association marketing team and center leadership teams to execute enrollment and grass roots marketing plans for the center.
• Lead wellness initiatives as assigned by supervisor
• Develop and lead robust prospect identification and management program to include non-member program conversions
• Identify and leverage the corporate membership program and implement strategies to develop and increase corporate membership and well-being partners.
• Utilize marketing resources and manage membership communications to include social web/social media within Association guidelines.
• Lead and train associates in providing closing cause-driven tours to prospective members.
• Assists with identifying and attending community events that promote Y brand and encourage membership / program enrollments.
Welcome Center Operations > Lead the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
• Ensure standards are being followed for member service and engagement as well as transaction processes and procedures
• Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.
• Collaborate and maintain ongoing communication with the Association Engagement and Solutions Center (YES) ensuring program and facility updates are fluid
Administration > Provides leadership to center administrative functions to include, but not limited to:
• Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
• Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
• Ensure timely adherence to all association banking, reconciliation, and financial transaction policies and procedures and coordinates with the Association Finance office as necessary.
Wellness Center OperationsÂ
Wellness Operations and Growth
The Operations Director Role will provide oversight to wellness & fitness program areas based on center needs to include the following program areas:
• Provides leadership to wellness center operations and administration to ensure a best in class membership experience.
• Supervises/coaches a team of wellness coaches that assist members in meeting their wellness goals.
• Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff
• Develops and implements association survey and measurement strategies and action plans – Listen 360 and NPS.
• Leads strategy implementation to achieve strategic plan targets for programming.
• Generates and/or analyzes program enrollment, and revenue to monitor and report on achievement of goals.
• Develops and controls department budgets, achieves assigned operating margin, and ensures that resources are devoted to top priorities and strategic objectives.
Team LeadershipÂ
• Provides direct supervision and leadership to assigned direct reports (exempt, full time, part time)  along with Welcome Center staff and key program leads to hire, develop, motivate and retain a committed team passionate about the YMCA's mission, safety and service to members.
• Provides direct supervision to all direct reports and ensures their professional development and success.
• Supervises and leads program teams to create and maintain meaningful and impactful relationships.
• Manages associate schedules and payroll for departments ensuring efficient use of resources occurs within programs at all times.
• Ensures compliance with all federal, state and county laws and regulations related to payroll, licensing, child labor laws, etc.
• Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
• Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.
• Conduct ongoing evaluations of team members’ performance.
• Develop a thoughtful and strategic schedules to ensure adequate coverage within assigned budget guidelines
• Actively participates and attends meetings, trainings, conferences, events, or workshops as assigned by supervisor
• Plans, schedules and leads all family center team meetings
• Fulfills regularly scheduled Leader On Duty (LOD) shifts
Safety and Risk Management
• Ensures all Tampa Y program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
• Ensures all program associates are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Maintains proper records, including associate certifications, meetings, and trainings.
• Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.
• Monitors programming to adhere to all state, local and YMCA health & safety regulations.
Education/ Experience Required:
• BA/BS in Business Management, Recreation or Sports Management or related field preferred.
• Experience serving on leadership team of a Y (or similar) membership organization serving over 3,000 membership households preferred.
• Proven results in increasing program quality and growth through exceptional planning and organizational skills.
• Successful experience with multi-program management within a Y (or similar) membership organization preferred.
• Highly motivated with the consistent ability to meet or exceed goals, cultivate and retain program participants.
• Ability to quickly build rapport and develop effective relationships with program prospects and others to achieve goals.
• Demonstrated skills in fiscal management and financial development (including annual campaign, capital, and/or planned giving) and achieving margin targets.
• Consistently self-driven and goal-oriented with the ability to set effective team and individual goals and take ownership for results.
• Demonstrated ability to multi-task and adapt to changing contexts and priorities.
• Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
• Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
• Proficient in using email, Internet, and other PC-based applications with the ability to learn and adapt to new technology.
Certifications/Trainings Required:
• Must obtain and maintain current certification in a Tampa YMCA approved program in personal training, group fitness instructor, and Healthy Lifestyle Principles.
• Must obtain within 30 days of employment and then maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
• Maintain other required certifications as stated in the training matrix.