Sr. Member Engagement Director

POSITION SUMMARY: 

The Senior Member Engagement Program Director provides strategic leadership for multiple program areas, ensuring alignment with the YMCA’s mission and community priorities. This role oversees program development, operations, and budgets, while supervising and mentoring staff and volunteers to achieve excellence in service delivery. The Senior Program Director builds and sustains strong community partnerships, drives program growth and innovation, and plays a central role in leading fundraising and advancement initiatives. By setting vision, fostering collaboration, and ensuring high standards of quality and impact, this position strengthens organizational capacity and extends the YMCA’s reach within the community. 

ESSENTIAL FUNCTIONS: 

Program Leadership 

• Provide vision and oversight for multiple program areas, ensuring alignment with YMCA values, strategic priorities, and community needs. 
• Maintain consistent daily presence in programs to support quality, safety, and staff oversight, following association-specific expectations for direct service coverage and onsite visitation. 
• Lead program development, growth, and continuous improvement through strategic leadership and community partnerships. 
• Coordinate facilities, resources, and logistics to ensure high-quality program delivery and successful events. 

Staff Development 

• Recruit, hire, train, and mentor staff and volunteers across multiple program areas, fostering a culture of collaboration, inclusion, and professional growth. 
• Develop staffing plans, manage schedules, conduct performance evaluations, and implement strategies to motivate teams and achieve program goals. 
• Ensure staff certifications and records are current and compliant with YMCA standards. 

Community Engagement & Outreach 

• Build and sustain strategic partnerships with schools, nonprofits, and other organizations to deepen community impact and expand program reach. 
• Lead outreach, marketing, and registration efforts to promote programs and ensure equitable access. 
• Fiscal Stewardship 
• Develop and manage program budgets across multiple areas to meet financial goals and ensure responsible stewardship of resources. 
• Act as a branch leader for the YMCA Annual Campaign by leading volunteer teams, supporting fundraising events, and achieving an individual fundraising goal that advances the branch’s overall target. 

Program Experience 

• Model exceptional relationship-building skills in all interactions, creating a welcoming and responsive environment for members, families, and staff. 
• Address inquiries and concerns with professionalism and care, ensuring timely resolution and member satisfaction. 
• Collect and analyze program data to evaluate effectiveness, inform strategic decisions, and celebrate outcomes. 
• Maintain a flexible schedule, including evenings and weekends, to meet program and organizational needs. 

Additional Responsibilities 

• Take on other duties as assigned to support the YMCA’s mission and organizational priorities 
• Completion of all required annual trainings related to safety, compliance, and child protection as assigned. 

PROGRAM SPECIFIC RESPONSIBILITIES: 

• Lead and oversee daily Member Experience and Front Desk operations to ensure consistent, welcoming service across the branch in partnership with the Associate Director. 
• Provide strategic leadership, coaching, and vision to sustain an inclusive, high-quality hospitality culture aligned with YMCA voice. 
• Lead, coach, and develop a team of full-time Directors, holding accountability for program quality, staff performance, and day-to-day operational effectiveness. 
• Use membership data, retention tools, and engagement strategies to drive retention, acquisition, and long-term member connection. 
• Maintain comprehensive knowledge of programs, pricing, policies, and registration systems; lead continuous process improvement. 
• Oversee all member and participant reception, registration, and transactions to ensure accuracy, professionalism, and consistency. 
• Ensure registration materials, program information, and Personify resources are current, accessible, and effectively utilized. 
• Collaborate across departments through the Membership Engagement Team to implement the membership framework and branch strategies. 

QUALIFICATIONS: 

• Bachelor’s degree in related field preferred and/or 3+ years of progressive experience.  
• Proven passion for building community and fostering strong, mission-driven relationships through programs and services. 
• Extensive experience leading program development, staff supervision, and personnel growth. 
• Experience building a strong culture of hospitality through effective staff leadership and consistent member-centered service. 
• Demonstrated ability to manage and lead staff, programs, and operational priorities with accountability for outcomes. 
• Exceptional communication skills, including written, verbal, and public-speaking engagement with diverse audiences and stakeholders. 
• Highly organized and adaptable, with the ability to prioritize competing demands and lead effectively in a fast-paced environment. 
• Demonstrates professionalism, initiative, and a positive leadership presence that builds and sustains high-performing teams. 
• Strong organizational, analytical, and project management skills with experience overseeing complex initiatives. 
• Capacity to oversee facilities, equipment, and program operations to ensure safe, efficient, and high-quality experiences. 
• Builds inclusive, mission-driven relationships with youth, families, and community members from diverse backgrounds. 
• Bilingual or multilingual skills preferred but not required. 

WORK ENVIRONMENT & PHYSICAL DEMANDS: 

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. 

• Primarily office and program settings with frequent interaction in gyms, classrooms, and outdoor spaces. 
• Moderate noise levels; may be louder during youth or community activities. 
• Regular use of computer, phone, and other office technology. 
• Frequent standing, walking, bending, and reaching; occasional lifting or moving up to 40 lbs. 
• Some work performed outdoors in varying weather conditions. 
• Flexible schedule required — may include early mornings, evenings, weekends, and occasional travel between branches or sites. 
• Must be able to provide valid identification for employment eligibility verification.  
• Must possess a valid driver’s license and have access to reliable transportation.  
• A clean driving record is required to meet YMCA insurance standards.  
• Travel between branch and/or site locations, and to off-site meetings and events is required. 
• Must reside in the YMCA of the Triangle service area (Raleigh-Durham-Chapel Hill and surrounding areas). 
• This position is 100% in person, with the flexibility to work at various branches and program locations across the YMCA of the Triangle as needed. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.