The Director of Membership and Operational Support is responsible for leading the day to day operations of YMCA Engagement and Solutions (YES) Center to include inbound/outbound calls, transaction management, receipting, collections, data processing, account management/support, registration processes, and associate training. The Director also works collaboratively with the COO, Marketing Department and all Operating Centers to drive membership sales and retention efforts to ensure that best in class transaction, acquisition, and engagement services are achieved. Data analytics to track and report on current initiatives and trend analysis is also an important component of the Director’s responsibilities.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Membership and Operational Support – YES Center

• Provide leadership and coordination related to day to day membership sales and retention efforts, including working collaboratively to implement marketing plans, training of staff in the YES Center and membership Centers, tracking and reporting results, and motivating staff
• Support the Association’s major membership campaigns through preparation of membership staff teams, campaign management, daily reporting of results, and execution of campaign strategies
• Provide direct oversight and leadership for the YES Center call center team including Business Operations support for Center staff and Inbound Calling for centralized member support, including the use of analytics to ensure call center efficiency and best in class member support
• Develop outbound call program to support program optimization / fulfillment, membership recovery, and membership engagement (wellness orientations, program enrollment, activity engagement)
• Assist with management of the Association’s Corporate Membership program including direct responsibility for specific accounts
• Ensure best practices are being followed for membership enrollment, engagement and retention.
• Work collaboratively with IT staff team to manage software vendors that support membership, program and call center operations (Active Net, Mitel/Milner/Phones/Tivity/Appointment King and others that impact the day to day operations and revenue /collections for the Tampa Y)
• Ensure timely and accurate production of all reports as assigned
• Ensure accurate and timely business functions and processes occur that relate to revenue recognition and collections including:
• • Credit Card update
  • Membership integrity and classification of membership/ discounts, etc.
  • Open Doors Processing and discount scale updates in collaboration with CFO/COO
  • EFT/CC returns and processing / recovery
  • Data entry of programs / activities
  • Third Party Billing & Collections
  • Invoicing
  • Other business functions as assigned or necessary to ensure ongoing business operations

Training and Associate Development

• Support training designs for new Welcome Center Associates to include CSR/ Computer-Software, Phone, Best Practices/Polices, etc.
• Develop and implement an ongoing training plan (in-service) for welcome center associates
• As assigned, plan, develop, and implement training programs and strategies for associates that could include on-boarding, continuing education, and recurring training to ensure consistent and first class experience for all consumers.

Team Leadership

• Maintain open and ongoing relationship with Association Senior Managers, Executive Directors and Vice Presidents and support their efforts to achieve the goals of the organization.
• Fosters an environment of collaboration with Executive Directors, Vice Presidents, and Association Leadership Team
• Provide ongoing organizational leadership for all strategies and best practices that impact the customer experience in YES Center. Directly supervise associates as assigned by supervisor.
• Provide analysis and consultation in the planning of the YES Center’s annual budget; manage and implement the approved budget as assigned
• Develop and implement strategies in partnership with the leadership team (fitness, youth development, aquatics, etc...), and provide performance analysis and ROI evaluation.

• Attend Service Delivery Teams meetings as an advisor and provide counsel to team leads as assigned
• Attend and actively participate in all meetings, conference calls and webinars as assigned or directed by supervisor
• Assist in the development (lead as assigned) of quality assurance metrics and ongoing evaluation and reporting systems to ensure consistent delivery and compliance with Association Standards.
• Serve on assigned innovation and project teams as assigned
• Promote the Tampa YMCA mission, vision and character development standards
• Assist in all areas and projects as assigned.

PRIMARY RELATIONSHIPS:

• CFO (Supervisor)
• EVP/COO
• Senior Leadership Team
• Operating Vice Presidents & Executive Directors
• Association office colleagues
• Direct Reports Include:
• • YES Center Call Director
  • YES Center Business Services Lead
  • YES Center Business Specialists

Education/ Experience Required:

• BA/BS from an accredited college or university in business, non-profit management or related field, or equivalent experience required.
• Minimum of four years of experience in business operations, growth and development, sales of services, relationship building, program/business line development, staff selection, supervision and development, and day-to-day enterprise management preferred.
• Experience supervising call center operations or similar experience desirable.
• Experienced in leading others to include full time classified team members
• Highly motivated and entrepreneurial with the consistent ability to meet or exceed goals.
• Ability to quickly build rapport and develop effective relationships with staff, members, volunteers, program prospects and others to achieve goals.
• 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 (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.

Certifications/Trainings Required:

• Must obtain within 30 days of employment and then maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
• Maintain position-specific 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 20 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.