Operations Director

The Operations Director oversees the daily operations as part of the Family Center senior leadership team; including leadership for programming, staff and physical building operations. In this role you will facilitate performance, maintain high standards and conditions to lead a staff team that foster a safe and welcoming environment with an emphasis on providing the highest level of customer service. You would create a culture of revenue generation, growth and fiscal responsibility.

Our Osceola County YMCA Family Center is located on West Mabbette Street, between Thacker Avenue Elementary School and the Kissimmee Gateway Airport. We’re a vital part of the community for thousands of members—infants receive childcare, teens have a safe space in our Teen Center, adults get personalized attention with our personal trainers, and seniors stay healthy with our Active Older Adults programs. As a leading nonprofit, we work side-by-side with our neighbors to make sure that everyone has a place to learn, grow, and thrive.

• Bachelor’s degree or equivalent required; management, operations management, sports management or related field of study preferred.
• Minimum 3 years of progressively responsible experience in health or wellness operations management, retail management, or management of multiple programs with strong fiscal management; YMCA experience preferred.
• A proven record of successful leadership in the areas of managing multiple departments; including creating schedules, directing staff in salaried, full-time and part-time roles.
• Prefer knowledge of, and previous experience with, individuals and families from diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
• Experience in working closely with volunteers for program and committee support.
• Microsoft Office proficiency required. With the ability to learn and adapt to new technology.
• Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
• Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
• Must obtain within 60 days of employment and then maintain current certifications in CPR, First Aid, AED and Oxygen Administration.

• Directs the Family Center operations and oversees programming in accordance with the policies, procedures and standards established by the YMCA of Central Florida. Directs and assign staff, follows up on work and provides problem-solving assistance.
• Achieves financial objectives by adhering to an annual budget; scheduling expenditures; analyzing variances and initiating corrective actions. Monitors operating, financial statements, and membership targets and program margins.
• Builds and maintains a dynamic staff team by recruiting, selecting, onboarding, and training. Responsible for staff retention and supports career succession planning.
• Manages staff and ensures expected performance results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising performance.
• Achieve a high level of member service satisfaction in all Family Center departments as measured through SMG OSAT & key indicator metrics.
• Ensures proper implementation of staff schedules utilizing the company Time and Labor scheduling system, and implement procedures to provide maximum opportunities for member/staff connections. Collaborate and work effectively with all departments to achieve desired results for the Family Center.
• Proactively reviews member utilization activities through available technology and reports, including point of sale (POS) Salesforce, MyWellness cloud and TechnoGym; recommends corrective action and effectively communicates goals and follows up with staff.
• Secures all aspects of building operations and physical facilities as it relates to member service; including security measures and inspections in compliance with established procedures; utilizing Facility Dude to communicate and coordinate repairs as necessary.
• Manages and maintains clean facilities, property, and equipment within the Family Center. Ensures compliance with established policies and full utilization of personnel, materials, and facilities, with concern for safety and sanitization.
• Maintains the integrity and reputation of the Family Center through established brand guidelines and remains up to date with the latest marketing campaigns.
• Contributes to the leadership team effort by accomplishing related results. Reviews professional publications; establish personal networks; participate in professional societies.
• Monitor daily operations to adhere to all YMCA of Central Florida safety standards and policies. Complete appropriate documentation as required and ensure all staff are current with mandatory certifications.
• Assists in the annual support campaign.
• All other duties as assigned by management.