Hours: Monday-Friday 9a-5p

POSITION SUMMARY

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 Manager, Experience stewards the Ys cause, promoting and protecting the brand and reputation as a global, inclusive organization within the community. The Manager, Experience oversees the member and staff experience and assigns areas of the operations and creating a positive experience within the center for all.?

THE YMCA AS THE THIRD PLACE

To be the welcoming and transformative place - beyond work and home - where people feel most able to be their true selves; explore their purpose, dreams and goals; achieve health and wellness for their spirit, mind and body; connect with their community and feel a sense of belonging and possibilities like nowhere else.?

ESSENTIAL FUNCTIONS

• Coordinates high quality member engagement strategies and opportunities which support branch and association goals and strategies?
• Maintain an efficient, cohesive, and highly functional YMCA Wellness Center that also ensures the team is meeting high standard of member service
• Ensure effective collaboration and coordination with the YMCAs Center Leads?
• Create memorable and personalized experiences for YMCA members and participants by guiding them through cause driven tours and engagement opportunities
• Assist in responding to member inquiries and ensure that high standards are upheld?
• Ensure YMCA policies and procedures are followed?
• Assist in the development and implementation of a customer service training and mentoring program for new and current staff.?
• Fill in for Center Leads during vacations and assist in daily operations during that time

• Responsible for elevating the member experience by in-depth onboarding of new front desk staff and continued training for existing staff through onsite modeling and mentoring.?
• Coordinate with YMCA leadership to ensure data accuracy in monthly reporting, program input and information sharing through our Denver YMCA SharePoint information page.
• Expected to report to any one of the YMCA of Metro Denver Wellness Centers at least 4 days per week, with an emphasis on quality assurance of customer service and program implementation, and staff training.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.?
• While performing the duties of this job, the employee is required to stand, walk, use their hands to grip, handle and feel objects and reach with their arms and legs.??
• The employee must occasionally lift and/or move up to 30 pounds.??
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.?
• The noise level in the work environment is usually low to moderate??

• Bachelors degree?
• 1 3 years of management experience, preferably in a YMCA or other nonprofit agency?
• 1-3 years of customer service experience?
• YMCA Team Leader certification is preferred??
• Understanding the mission and purpose of the YMCA and roles of volunteers and staff??
• Experience communicating with multiple departments/initiatives??
• Record of developing authentic relationships with others internally and externally??
• Demonstrated computer knowledge and efficient data entry skills??
• Ability to address difficult member situations/conflicts in a professional and courteous manner?
• Excellent interpersonal skills, able to connect with diverse backgrounds and socioeconomic levels??
• Must be able to work flexible hours including evenings, weekends, and holidays??
• CPR/AED and First Aid certification required.? If not certified must achieve with 30 days of hire? date

• Health and Vision Care
• Dental
• Generous Retirement Contribution Options -Includes company contribution of 10% once eligibility is met
• Paid Time off
• Paid Sick Leave
• Paid Holidays
• Free Membership
• Program Discounts
• Employee Assistance Program