Director of Engagement

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Director of Engagement provides leadership to the engagement department to contribute towards program growth and development, increase customer service quality and consistent delivery while cultivating an environment of meaningful relationships with customers. This position is responsible for ensuring a positive customer experience including but not limited to ensuring the registration process is consistent across all regions, timelines are consistent with the Association strategic plan, and the collection of information is customer friendly.

This job announcement is not intended to be inclusive of all functions, responsibilities and qualifications associated with the position, however, representative of the essential job functions and typical criteria considered necessary to successfully perform the position.

• Manages enrollment procedures for the Association in coordination with operations.
• Oversees customer receivables procedures, financial assistance, and subsidized enrollments. Measures progress against strategic goals and ensures continuous improvement.
• Supports the oversight, integrity, and timely collection of required customer data for the association and supports reporting of this data across all regions. Provides training & support to staff on accessing and reporting on the data through the CRM.
• Develops and oversees annual budget and ongoing budget management to meet or exceed budget while ensuring expenses are controlled and ensuring customer satisfaction.
• Acts as tactical contact for Customer Transactions Team overseeing all communications about enrollment, payments, and customer experience, ensuring contractual obligations are being met, tickets are being managed in a timely manner, and reports are being produced and received in accordance with the agreed deadlines.
• Recruits, hires, supervises, and develops staff through use of Leadership Competency Model resources.
• Ensures high-quality customer service through seeking ways to serve customers and community participants.
• Creates and maintains excellent relationships with community partners and businesses ensuring harmonious agreements on contracts, inspections, vendors, and program standards to enhance the support of the Y.
• Assists in the marketing and distribution of program information and resources ensuring that it is accessible and accurate to all customers, i.e. parent handbook, FAQs, liability waivers, contracts and other customer facing documents.
• Coordinates the logistics of branch specific events to build retention and enhance customer experiences, i.e., Healthy Kids Day, Parent Orientations, Camp Fairs, etc.
• Travels to and from multiple community family centers to ensure the engagement department staff are being supported and that operations are running effectively.

• Bachelor degree in Business Administration, Management, Communication, Human Services or equivalent combination of education and experience preferred.
• Three or more years of membership management experience, preferably YMCA or other membership based nonprofit agency.
• Customer service orientation with the ability to effectively communicate both internally and externally, build relationships, manage customer expectations, and take responsibility for a high level of service.
• Computer proficiency: Skilled in using Microsoft Office, Google Suite, desktop publishing software, database development & management, with keen ability to learn and adapt to software and technology.
• Proven track record of developing authentic and deepened relationships with diverse populations.
• Ability to travel across the Northern Region of Utah.
• Commitment to, and passion for the YMCA mission. YMCA Team Leader certification preferred.
• Ability to obtain department of childcare licensing fingerprint clearance.

OUR YMCA CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.