The Senior Manager, Member Experience provides strategic oversight of the members and fitness areas of the YMCA. This role manages budgets, supervises others, and ensures alignment with association wide member engagement strategies.

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:

Supervises the membership and fitness teams for the assigned center. Lead annual and mid-year budget processes. Ensure alignment with association goals and Legendary Service standards. Identify trends, assess needs, and implement new service models. Serve as liaison between center operations and association leadership. Guide staff development and succession planning. Support major initiatives and capital projects. Ensure compliance with service, safety, and quality standards. Represent the YMCA in community partnerships and events. Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards. Performs other duties and tasks assigned by leadership Required Qualifications Bachelor's degree or equivalent relevant work experience. 3 or more years of progressive leadership in membership or service fields. Demonstrated success leading managers and large teams. Strong strategic planning and budget management skills. Ability to lead change across multiple locations. 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:

Previous experience with Salesforce and/or TREC products preferred.

Working Conditions:

Work in association office and multiple branch sites. Travel between locations required. Combination of office and member-facing responsibilities. Flexible schedule including evenings and weekends. Exposure to complex, multi-site operations. Competencies

DEVELOPING SELF & OTHERS

Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential

FISCAL MANAGEMENT

Manages the Y's resources responsibly and sustains the Y's nonprofit business model

COMMUNICATION & INFLUENCE

Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y's cause

ENGAGING COMMUNITY

Builds bridges with others in the community to ensure the Y's work is community-focused and welcoming of all, providing community benefit To learn more about our Y-USA Leadership Competencies, please click here