Regional Director of Operations: Center City

The Regional Director of Operations supports the work of the YMCA of Greater Charlotte by providing operational oversight and leadership development across a designated region of YMCA centers. Reporting to the Regional Executive Director, this role is responsible for ensuring operational consistency, driving performance, and fostering a culture of excellence across center teams. The Regional Director plays a key role in staff coaching and training, process improvement, maintaining safe environments and troubleshooting operational challenges, while also serving as the primary backup for the Regional Executive Director in the leadership and daily operations of the Association’s largest YMCA center within the Region.

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.

Essential Functions

•      Operational Support & Execution: Provide hands-on operational support to YMCA centers, helping local leaders implement procedures, meet performance goals, and resolve day-to-day challenges.
•      Center Consistency & Excellence: Support standardization of operational processes across locations, including front line operations, scheduling, facility use, and member service procedures.
•      Training & Development: Provide training and coaching to center operations staff and front-line leaders to ensure consistency in service delivery, policy adherence, and readiness.
•      Customer Experience Oversight: Partner with centers to uphold member experience standards and support service recovery, satisfaction efforts, and quality assurance.
•      Safety, Compliance & Facility Readiness: Support the consistent implementation of risk management, safety protocols, cleanliness, and maintenance procedures.
•      Program & Service Coordination: Help coordinate shared programs, events, or services across locations and monitor successful delivery aligned with regional goals.
•      Communication & Problem Solving: Act as a connector between centers and regional leadership, ensuring timely flow of information and proactive issue resolution.
•      Resource Management Support: Assist centers with vendor coordination, supply ordering, scheduling systems, and basic cost controls to ensure efficient use of resources.
•      Monitoring & Reporting: Track key operational performance indicators and report trends or issues to the Regional Executive Director for intervention or support.
•      Project & Initiative Support: Assist in executing special initiatives, rollouts, and pilots directed by the Regional Executive Director or Association Operations team.
•      Performs other duties and tasks assigned by leadership

Qualifications

Required Qualifications

•       Bachelor’s degree or equivalent experience in Operations, Recreation Management, Business, or related field or equivalent work experience.
•       Minimum 8 years of YMCA or comparable multi-site operations experience.
•       Demonstrated success in operations management, customer service, or facility coordination.
•       Ability to coach, support, and influence peers and frontline teams without direct reporting relationships.
•       Strong organizational and communication skills.
•       Proficiency in operational systems, process improvement, and compliance oversight.
•       Working knowledge of scheduling tools, membership platforms, and risk management practices.

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

•      YMCA team or operations leadership experience preferred.

Working Conditions

•       Regular travel between YMCA centers within the region is required.
•       Evening and weekend work may be necessary to support center operations or events.
•       Requires active presence on-site to evaluate and support daily operations.
•       Ability to navigate facilities, inspect equipment or environments, and respond to operational needs.

Competencies

1.        CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and sound judgment
2.       DEVELOPING SELF & OTHERS: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.
3.        PROGRAM/PROJECT MANAGEMENT: Ensures program or project goals are met and intended impact occurs
4.        COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause

To learn more about our Y-USA Leadership Competencies, please click here