Engagement Center Director
The YMCA of Pierce and Kitsap Counties is seeking an Engagement Center Director to join our team.
The YMCA focuses on empowering people in all forms, by improving health and well-being and inspiring action in and across our neighborhoods. This position supports the work of the Y, a leading non-profit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility.
The Engagement Center Director leads and oversees the operations of the Customer Account Specialist team, ensuring the Engagement Center runs efficiently and delivers outstanding service. This role is responsible for strategic planning, fiscal oversight, data analysis, system management, and continuous improvement to support both members and association staff. The Director recruits, hires, trains, coaches, and evaluates a high-performing team that reflects and advances the YMCA's mission. By modeling and reinforcing the YMCA's core values of honesty, respect, responsibility, and caring.
Key Responsibilities:
Provide support to association staff on Customer Relationship Management (CRM) software.
Interface with Information Technology on system use and troubleshooting matters, escalating when appropriate.
Track, analyze and provide useful information and action plans from membership statistics and oversee all functions of the membership database for the association.
Plan, coordinate, and lead data cleanup and account maintenance projects to ensure accuracy and integrity of association CRM records.
Review and assess processes, identify trends or inefficiencies, and develop recommendations for process improvements.
Collaborate with Customer Support Specialist team and leaders to coordinate efforts.
Participate in and contribute to all relevant association cabinet work; membership, cross-cabinet, and sub-cabinets as relevant.
Promote a positive and productive work environment and maintain a strong service team; to members, potential members, and association staff.
Determine staffing needs and schedules to ensure the highest quality service.
Embraces and actively promotes an inclusive and equitable work environment.
Other duties as assigned
Qualifications:
Bachelor's degree and/or three to four years related knowledge and experience that includes supervision, fiscal management, program/system development, staff and volunteer development (preferred).
One to two years' experience working with budgets and computers.
Proven supervisory/management skills.
Positive attitude and previous experience with diverse populations
YMCA Team Leader or Multi-team/Branch Leader certification preferred.
The ability to demonstrate a friendly, courteous and professional manner when dealing with members and the ability to understand, articulate and enforce YMCA policies and procedures in a positive manner.
Strong self-starter and initiator with a passion for service and relationship building.
Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.
Wage: $25.00 to $27.00 per hour, depending on qualifications
Hours: Full-Time, 40 hours per week, Hybrid
Location: Tacoma Association Office, Tacoma, WA
Benefits:
Medical, Dental, and Vision benefit plan options
YMCA paid Life and Long-term Disability Insurance
Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings
Accrual of 15 days of paid vacation (vacation accruals increase with years of service)
8 paid Holidays/Floating Holidays per year
Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program, and LifeMart employee discount center
Professional training, education and certification opportunities
20% discount on YMCA programs, Child Care services, and merchandise
Public Service Loan Forgiveness eligibility for Full-Time employees
Ignite your Passion, Live the Y Cause, and Join our Team! To apply visit our website at www.ymcapkc.org.
The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled
Requirements:
Engagement Center Director Job Description
Position Summary
The Engagement Center Director plans, coordinates, develops and monitors Engagement Center operations. This includes fiscal management, data analysis, strategy development, system expertise and monitoring, service to members and association staff. Also responsible for recruiting, hiring, training, supervising and evaluating employees to ensure staff are representative of the mission of the Y. Provides a quality experience to members focused on YMCA core values: honesty, respect, responsibility, and caring.
Key Responsibilities
Provide support to association staff on Customer Relationship Management (CRM) software.
Interface with Information Technology on system use and troubleshooting matters.
Act as primary liaison between the association and CRM for service- and technical-related matters.
Track, analyze and provide useful information and action plans from membership statistics and oversee all functions of the membership database for the association.
Identify opportunities to develop and implement engagement strategies.
Participate in and contribute to all relevant association cabinet work; membership, cross-cabinet, and sub-cabinets as relevant.
Promote a positive and productive work environment and maintain a strong service team; to members, potential members, and association staff.
Determine staffing needs and schedules to assist existing and prospective members regarding their membership needs and to ensure the highest quality service.
Keep all staff up-to-date in pertinent information, YMCA policies and procedures.
Meet performance measurement by telling the Y story and raising charitable dollars to fulfill our mission.
Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks and supporting branch events.
Cleaning and sanitation protocols will be required of all staff.
Staff will be responsible for frequent touchpoint cleaning and sanitizing in specific areas.
Train and support staff on safety protocols, cleaning and sanitizing.
Staff are expected to adhere to all safety protocols and procedures, including the use of PPE.
Embraces and actively promotes an inclusive and equitable work environment.
Other duties as assigned.
Qualifications, Skills and Abilities
Bachelor's degree and/or three to four years related knowledge and experience that includes supervision, fiscal management, program/system development, staff and volunteer development.
One to two years' experience working with budgets and computers.
Proven supervisory/management skills.
Positive attitude and previous experience with diverse populations
YMCA Multi-Team Branch Leader certification preferred.
The ability to demonstrate a friendly, courteous and professional manner when dealing with members and the ability to understand, articulate and enforce YMCA policies and procedures in a positive manner.
Strong self-starter and initiator with a passion for service and relationship building.
Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.
Working Conditions/Physical Demands
Regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Regularly required to sit, stoop, and kneel.
Must frequently lift or move up to 40 pounds and occasionally lift or move a higher amount.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Employee Acknowledgement
This job description indicates the general nature and levels of work, knowledge, skills, abilities and other essential functions expected of this position. This document is not an exhaustive list and other duties, responsibilities and activities may change or assigned at any time with or without advanced notice.
This job description does not constitute a contract of employment and the YMCA of Pierce and Kitsap Counties may exercise employment-at-will rights at any time.
By signing below, you are acknowledging that you have read the document in its entirety and that you understand the requirements, essential functions, and job duties of this position. Further, you acknowledge that you are able to perform the duties of the position with or without reasonable accommodation(s), and that should you need assistance, that you are responsible for notifying your Director, Executive Director, and/or Human Resources.
Req Benefits:
Engagement Center Director Job Description
Position Summary
The Engagement Center Director plans, coordinates, develops and monitors Engagement Center operations. This includes fiscal management, data analysis, strategy development, system expertise and monitoring, service to members and association staff. Also responsible for recruiting, hiring, training, supervising and evaluating employees to ensure staff are representative of the mission of the Y. Provides a quality experience to members focused on YMCA core values: honesty, respect, responsibility, and caring.
Key Responsibilities
Provide support to association staff on Customer Relationship Management (CRM) software.
Interface with Information Technology on system use and troubleshooting matters.
Act as primary liaison between the association and CRM for service- and technical-related matters.
Track, analyze and provide useful information and action plans from membership statistics and oversee all functions of the membership database for the association.
Identify opportunities to develop and implement engagement strategies.
Participate in and contribute to all relevant association cabinet work; membership, cross-cabinet, and sub-cabinets as relevant.
Promote a positive and productive work environment and maintain a strong service team; to members, potential members, and association staff.
Determine staffing needs and schedules to assist existing and prospective members regarding their membership needs and to ensure the highest quality service.
Keep all staff up-to-date in pertinent information, YMCA policies and procedures.
Meet performance measurement by telling the Y story and raising charitable dollars to fulfill our mission.
Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks and supporting branch events.
Cleaning and sanitation protocols will be required of all staff.
Staff will be responsible for frequent touchpoint cleaning and sanitizing in specific areas.
Train and support staff on safety protocols, cleaning and sanitizing.
Staff are expected to adhere to all safety protocols and procedures, including the use of PPE.
Embraces and actively promotes an inclusive and equitable work environment.
Other duties as assigned.
Qualifications, Skills and Abilities
Bachelor's degree and/or three to four years related knowledge and experience that includes supervision, fiscal management, program/system development, staff and volunteer development.
One to two years' experience working with budgets and computers.
Proven supervisory/management skills.
Positive attitude and previous experience with diverse populations
YMCA Multi-Team Branch Leader certification preferred.
The ability to demonstrate a friendly, courteous and professional manner when dealing with members and the ability to understand, articulate and enforce YMCA policies and procedures in a positive manner.
Strong self-starter and initiator with a passion for service and relationship building.
Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.
Working Conditions/Physical Demands
Regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Regularly required to sit, stoop, and kneel.
Must frequently lift or move up to 40 pounds and occasionally lift or move a higher amount.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Employee Acknowledgement
This job description indicates the general nature and levels of work, knowledge, skills, abilities and other essential functions expected of this position. This document is not an exhaustive list and other duties, responsibilities and activities may change or assigned at any time with or without advanced notice.
This job description does not constitute a contract of employment and the YMCA of Pierce and Kitsap Counties may exercise employment-at-will rights at any time.
By signing below, you are acknowledging that you have read the document in its entirety and that you understand the requirements, essential functions, and job duties of this position. Further, you acknowledge that you are able to perform the duties of the position with or without reasonable accommodation(s), and that should you need assistance, that you are responsible for notifying your Director, Executive Director, and/or Human Resources.
Compensation: $25.00 to $27.00 per hour