Overview
Sr. Director of Member Experience Jobs in Charlotte, NC at YMCA of the USA
Title: Sr. Director of Member Experience
Company: YMCA of the USA
Location: Charlotte, NC
We are hiring our next Senior Director of Member Experience!
Job Description
The Senior Director, Member Experience, provides high-level leadership and accountability for all aspects of membership and fitness in assigned center. This role oversees strategic execution, budgeting, and staff leadership to ensure exceptional member acquisition, retention, and engagement. The Senior Director drives innovation in service delivery, aligns operations with association-wide goals, and represents the YMCA in the community while upholding the mission, values, and standards of Legendary Service.
Culture Statement
The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose.
We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our time, skills, and resources freely and with joy.
We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own.
We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.
Qualifications
Required Qualifications
- Bachelor’s degree or equivalent direct work experience required.
- Minimum of 8 years of leadership experience in membership, fitness, or related service operations.
- Demonstrated success managing multimillion-dollar budgets and large teams across multiple sites.
- Strong strategic planning, fiscal management, and operational leadership skills.
- Proven experience in staff development, workforce planning, and succession management.
- Ability to cultivate donor, partner, and community relationships.
- Excellent communication, public speaking, and external relations skills.
- Experience leading organizational change and implementing innovative service models.
- Strong knowledge of compliance, safety, and risk management in membership and fitness operations.
- Commitment to the mission, values, and strategic goals of the YMCA.
All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.
Preferred Qualifications
- Previous experience with Salesforce and/or TREC products preferred.
Working Conditions
- Work performed in offices, fitness centers, and community settings.
- Frequent travel between YMCA branches and external events.
- Regular requirement to attend evening, weekend, and holiday meetings/events.
- High-pressure leadership environment with competing priorities and enterprise-level decision-making.
- Responsible for strategic planning, staff supervision, and crisis management across multiple sites.
- Exposure to fast-paced, high-volume service operations requiring agility and adaptability.
Essential Functions
- Lead strategic direction and execution of membership and fitness operations across assigned center including lead management, onboarding, and connection to program offerings.
- Direct budget planning and fiscal accountability for membership and fitness operations, with oversight up to $10M.
- Supervise, coach, and evaluate assigned staff teams to ensure operational excellence.
- Guide development and implementation of long-term member engagement strategies that drive growth and retention.
- Cultivate partnerships with donors, corporations, and community organizations to enhance membership and wellness impact.
- Represent the YMCA in high-visibility community, civic, and public events to strengthen brand presence.
- Serve on association leadership councils, task forces, and enterprise-wide projects.
- Oversee compliance, licensing, and contractual obligations for membership and fitness services.
- Lead crisis response and continuity planning for major service disruptions or system-wide issues.
- Develop leadership pipelines, workforce planning, and succession strategies to ensure sustainability.
- Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards.
Cause-Driven Leadership Competencies
- FISCAL MANAGEMENT: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model
- CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and sound judgment
- COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause
- ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit
