Under the direction of the Director of Membership & Operational Support, the YES Center Business Services Director will be responsible for the setup, training and execution of program and membership technology and procedures for the membership database system. Developing innovative processes in the system resulting in easier usage for end users. Taking leadership ideas for programs functions and finding solutions to make those ideas work in the system. Developing, maintaining, and evaluating processes for YES Center Specialists that ensure successful outcomes and provide the highest level of engagement and support to our members, program participants and Center staff. The Director also supervises the business team of Call Specialists in the YES Center, an inbound call center that supports internal staff as well as YMCA members. Working in collaboration with the Call Center Director, the Business Services Director will ensure all Call Specialists are trained and knowledgeable in the membership system in order to effectively, efficiently assist, and support members and program participants by performing required business functions within the software.

The YES Center is open extended hours to support the Call Center and Family Centers. Hours of operation may vary depending on need. Hours of operation include early mornings, evenings, weekends and holidays. Ability to work varying shifts and hours is a necessity.

Critical areas of expertise include:

• Expert knowledge of database systems and membership software
• Leading others and working well in team environment
• Innovative
• Self-starter
• Highly organized with strong project management skills

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

YMCA Engagement and Solutions Business Services Center

• Manages membership operating system, including setup development of new programs, and data cleanup projects. Continually provides current, consistent, and accurate data. Becomes one of the Association’s experts on the database systems used.
• Manages the development of the training manual to guide and educate users in order to improve the flow of information, processing and overall database efficiency.
• Develops and delivers clear and accurate reporting and tracking vehicles, as well as instructions for reports.
• Efficiently produces queries and reports with accuracy, including those used to generate mailing information.
• Creates and implements standard operating procedures for program entry, and gives guidance to new program directors on submitting and reporting of programs.
• Provides support to all operating system users and members.
• Adapts and quickly assimilates new and refreshed membership operating systems/applications as implemented within the YES Center.
• Directly responsible for maintaining, auditing and reconciling Third Party billing, including but not limited to Silver Sneakers, Insurance reimbursements, corporate billing, grant reimbursements, School Readiness and United Way.
• Manages and maintains non-recurring draft payments, including annual and semi-annual billing for membership.
• Solicits feedback and guidance of best practices related to programs from center leadership staff and their needs based on success of their programs.
• Continually enhances knowledge of membership operating system and YMCA standards in order to achieve departmental success and professional growth.
• Responsible for hiring, training, supervising and scheduling of personnel and volunteers. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
• Works directly with the YES Center Call Center Director to train YES Specialists in proper business function SOP’s in order to optimally support members, program participants and Family Center staff.
• Monitors supplemental training needs on an ongoing basis.
• Handles time management for the department (i.e., time off requests, time sheet approvals, etc.).
• Coaches and mentors’ staff and counsel employees on behavioral issues as needed.
• Maintains professional and technical knowledge by tracking emerging trends in membership software application and operations management; attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices; participating in professional societies.
• Process Business Services Intake forms from Family Centers.
• Field inbound calls as a back-up to the Call Center in times of higher than expected volume.
• Must be able to perform job functions of those they supervise.
• Perform all duties, tasks and projects as assigned by supervisor.
• Assists with other projects as needed and participates in all staff meetings and/or related meetings.
• Adheres to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.

Fiscal Management

• Creates efficiencies for operations while ensuring a better and easier member/program participant experience.
• Reviews and process all refunds accurately and in a timely manner providing feedback to centers when refund exceeds what is actually owed, recommending revision to amount to refund that are appropriate.
• Enters data in membership operating system and works with accounting department staff for timely processing to benefit members.
• Provided guidance to and best practices to center executives when new programs are proposed to ensure pricing and focus is with Y guidelines.

Team Leadership

• Supervises the YMCA Engagement and Support Center Business Services Specialists.
• Participates in and provides knowledge to YMCA innovation teams.
• Attends cabinet meetings when expertise is needed.
• Provides system knowledge to all levels of staff and teams with focus on improving current processes.
• Effectively lead, train and ensure productivity of those they supervise.
• Lead innovating ideas and practices to maximize efficiency while improving member/program participant experience.

Education/ Experience Required:

• Associate’s degree, or equivalent in professionally compensated experience, is required. Bachelor’s degree preferred.
• Minimum of 4 years’ experience working in a membership operating system.
• Strong interpersonal skills with the ability to engage and lead a team of employees.
• Strong consensus building ability with effective conflict resolution and negotiation skills.
• Strong verbal communication skills.
• Competent in providing direction and education on procedures/policies/standards to less experienced association team members.
• Ability to take initiative and effect change.
• Excellent organizational and analytical skills and detail-oriented.
• Self-starter who requires minimum supervision.
• Working knowledge of computers.
• Ability to work independently on new projects with no supervision.
• Able to understand YMCA membership operating system strategy and how it supports the business strategy.

Certifications/Trainings Required:

• Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
• Maintain other required certifications as stated in the training matrix.

Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round. Tampa is located close to many of the top beaches in Florida, world-class theme parks and numerous state parks within driving distance. The city’s culture is ethnically diverse with strong Latin roots and the Y serves many different communities within the area. Florida also offers a low cost of living and is one of very few states that has no state income tax.

The Tampa Metropolitan Area YMCA is a forward thinking growth oriented organization with a culture that nurtures and develops talent providing great benefits and a competitive salary including:

• 12% employer-funded fully vested retirement plan after two years of services
• 403(b) savings plan from day one
• Excellent, yet affordable health benefits including medical, dental, vision, life, and disability insurance
• Complimentary YMCA family membership with program discounts
• Generous paid time off package with a minimum of 27 days
• Employee assistance program for all employees
• Other discounts with local companies

To learn more about the Tampa Metropolitan Area YMCA, click HERE.

The Tampa Y is an Equal Opportunity Employer and a Drug-Free Workplace.