Director of Member Intelligence

Position Summary:

The Director of Member Intelligence provides strategic leadership for the YMCA of Florida’s First Coast member intelligence operations, business analytics, data governance, and member management systems administration. This position serves as the association’s primary subject matter expert for our Member Management System and related operational reporting systems while leading organization-wide initiatives that support data integrity, operational consistency, business intelligence, and strategic decision-making.

The Director is responsible for developing and maintaining operational standards, configuring system architecture and sales structures, implementing quality assurance and audit processes, and producing dashboards and analytics used to drive organizational strategy, revenue growth, operational effectiveness, and member experience outcomes.

This position plays a critical role in aligning operational procedures, system configuration, and data governance practices to support accurate business intelligence, informed decision-making, scalable growth, and organizational accountability across the association.

Essential Functions:

1.    Leads and supervises the Member Intelligence department, including recruitment, hiring, coaching, performance management, staff development, and operational oversight.

2.    Develops, implements, and maintains association-wide Standard Operating Procedures (SOPs) related to membership operations, program setup, sales configuration, reporting standards, and system usage practices.

3.    Establishes and manages operational quality control processes and audit procedures to ensure compliance with SOPs, operational consistency, and organizational data integrity standards.

4.    Conducts routine and strategic audits of membership, program, sales, and operational data to identify discrepancies, improve accuracy, minimize risk, and ensure reliable business reporting.

5.    Oversees the setup, structure, and configuration of membership and program sales within Daxko Operations while ensuring alignment between operational workflows, financial reporting requirements, and business intelligence objectives.

6.    Designs and maintains scalable reporting structures and operational system processes that support accurate analytics, organizational efficiency, and long-term strategic initiatives.

7.    Creates and delivers weekly, monthly, and ad hoc dashboards, scorecards, and analytical reports related to membership, program performance, retention, operational trends, and key organizational metrics.

8.    Ensures association-wide data integrity by developing processes, controls, and operational standards that support accurate reporting and informed business decision-making.

9.    Leads organizational efforts related to system training, operational consistency, user adoption, and best practices for Daxko Operations and related platforms.

10. Oversees user administration, security access, role permissions, and onboarding for all Daxko Operations users.

11. Identifies opportunities for process automation, operational enhancements, reporting improvements, and increased system utilization across the association.

12. Serves as the organizational point of contact for external operational and reporting partnerships, vendors, and system integrations as assigned.

13. Develops a strong understanding of association-wide operational needs and maintains advanced knowledge of organizational systems, reporting requirements, and business objectives.

14. Performs additional duties as assigned by supervisor in support of association goals and operational priorities.  

NOTE:   This job description reflects management’s assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned.

YMCA Competencies (Multi-Team Leader):

Values: Models and teaches the Y’s values.

Communication: Effectively tailors communications to the appropriate audiences.

Developing Others: Provides staff with feedback, coaching, guidance, and support.

Project Management: Develops plans and manages best practices through engagement of team.

Quality Results: Holds staff accountable for high-quality results using a formal process to measure progress.

Qualifications:

1.    Bachelor’s degree in related field required.

2.    Five years of leadership experience in operations, business intelligence, analytics, system administration, or related field.

3.    Experience in a not-for-profit environment is preferred. 

4.    Knowledge of multiple YMCA software systems preferred.

5.    Strong understanding of operational workflows, system configuration, reporting structures, data governance, and business intelligence principles.

6.    Experience developing and implementing Standard Operating Procedures, quality assurance initiatives, compliance processes, and operational audits.

7.    Advanced proficiency in Microsoft Excel, dashboard reporting, analytics tools, and business reporting systems.

8.    Strong strategic thinking skills with the ability to align operational processes and reporting structures with organizational goals.

9.    Excellent communication, collaboration, and presentation skills with the ability to work effectively across all levels of the organization.

10. Ability to manage multiple priorities, projects, and deadlines while maintaining a high level of organizational accuracy and operational effectiveness.

11. Demonstrated ability to lead operational improvement initiatives and support data-driven organizational decision-making.

12. Must pass Level 2 Background Screening. Level 2 is a fingerprint check of state and federal criminal history information conducted through the Florida Department of law Enforcement (FDLE) and Federal Bureau of Investigation (FBI).  https://info.flclearinghouse.com