Director of Customer Success Operations

POSITION SUMMARY: 

Under the supervision of the Business Solutions and Success Director the Director of Customer Success Operations serves as a key member of the Customer Success team. This role provides leadership, supervision, and oversight of all functions related to the Customer Success Representatives (CSR). TheDirector is responsible for training, supporting, and evaluating team performance while ensuring all responsibilities are executed in alignment with the YMCA’s mission, goals, and established policies. This includes adherence to guidelines set forth by administrative staff, governing committees, and the Board of Directors. Through effective leadership and performance management, the Team Leader drives operational excellence, staff development, and exceptional member service. 

ESSENTIAL FUNCTIONS: 

Customer Service Leadership & Team Oversight 

• Supervises, leads and develops a team of Customer Success Representative (CSR) team, ensuring work queues are monitored and tasks are completed accurately and on time. 
• Oversee CSR scheduling and time-off requests within KENY and YShare. 
• Resolve high-priority customer/member complaints and complex payment concerns escalated from the CSR team. 
• Provide phone support during low-staffing periods to maintain service level expectations. 
• Demonstrate strong relationship-building skills and maintain collaborative partnerships with YMCA branch staff.

Training, Quality, & Staff Development 

• Provide training for new and current CSRs, including onboarding and ongoing refresher sessions. 
• Oversee the PersonifyGo in-person training process, including managing the e-learning platform, approving training schedules, securing trainers, and assigning security settings for new staff accounts. 
• Partner with the Director of Quality Assurance to ensure call handling, voice standards, and performance targets are consistently met.

Operational Excellence & Systems Management 

• Maintain strong working knowledge of Personify and YMCA business processes, including Membership, E-commerce, Child Care, Accounting, and Financial Assistance. 
• Manage Membership Hold communication and related processes in Personify, ensuring accurate updates and timely notifications.
• Coordinate with branch staff to support onsite registration events, aligning staff and technology needs for a seamless experience. 
• Attend YMCA membership and program events as needed, including evenings and weekends.

Data, Reporting, & Performance Management 

• Manage and track CSR team goals and key results within PENY to ensure alignment with department and organizational objectives. 
• Prepare and analyze CSR performance metrics by collecting and evaluating data to measure task effectiveness and overall performance. 
• Oversee Program Financial Assistance (FA) allocations, distribute the Orders Without Offers report weekly, and ensure accurate tracking. 
• Manage the monthly Membership FA renewal process, including communication with renewal customers and processing non-renewals.

Communication & Cross-Department Collaboration 

• Ensure consistent, transparent, and succinct communication within areas of responsibility. 
• Collaborate with branch staff, Customer Success leadership, and internal partners to support seamless member experiences. 
• Attend required meetings and trainings to maintain and expand knowledge.

Additional Responsibilities 

• Completion of all required annual trainings related to safety, compliance, and child protection as assigned. 
• Perform other duties and responsibilities as assigned by the supervisor.

QUALIFICATIONS:     

• Bachelor’s degree preferred; Minimum of 2 years of progressively responsible experience in a customer-facing environment, demonstrating strong communication skills, sound judgement, problem-solving abilities, and the ability to lead others in delivering exceptional service. 
• Strong coaching and leadership skills, including the ability to train, motivate, and support staff in delivering exceptional customer experiences. 
• Strong computer skills, including the ability to navigate and troubleshoot database and application environments; experience with Personify, E-commerce platforms, and website administration preferred. 
• Professional in demeanor; genuine, welcoming, courteous, and able to build positive relationships with customers, staff, and community members. 
• Ability to communicate with empathy and professionalism, including when assisting families experiencing financial hardship or navigating sensitive situations. 
• Demonstrated understanding of business, accounting, and financial principles to effectively support financial transactions and customer account management. 
• Strong organizational skills with the flexibility to prioritize and perform effectively in a fast-paced environment. 
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community. 
• Multilingual skills desired but not required. 

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.  The employee frequently is required to sit and reach and must be able to move around the work environment. 
• The employee must occasionally lift and/or move up to 10 pounds.     
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.   
• Occasional evening and weekend work as needed: shifts may vary according to branch hours of operation.   
• Team members must maintain a dedicated, quiet, distraction-free workspace with reliable, high-speed internet and be fully accessible during standard business hours.  
• Remote work environment must be private, quiet, secure workspace free from distractions or excessive background noise.  
• Hardwired High Speed Internet (no Wi-Fi or satellite connections) minimum download speed of 100 mbps, minimum upload speed of 20 mbps.  
• Must reside in the YMCA of the Triangle service area (Raleigh-Durham-Chapel Hill and surrounding areas).