Director, Network Service Operations

YMCA of the USA is a work from anywhere in the U.S. workplace.
Job Description

The Director, Network Service Operations will provide leadership capacity building and resource deployment and scaling within the service delivery system.  This position will facilitate critical thinking and identify system-wide opportunities and needs. Through appropriate communication, relationship building and influence this role will be responsible for supporting and coaching the Y Network and Y-USA teams as they scale resources to serve and strengthen Ys. 


This position will engage partners and collaborators, thought leaders, innovation teams, learning cohorts, and others to promote mutual understanding, cultivate shared responsibility, identify inclusive solutions, implement quality improvement strategies, and propose sustainable pathways in response to current and emergent needs of local Ys. The Director will collaborate with other teams at Y- USA, local Ys, and external partners to lead the implementation of approaches that align with organizational priorities to advance access to and engagement of community-based services across the Y Movement.



This position will advance the overall strategic direction of YMCA of the USA through efficient and effective development and deployment of assigned services. This will enhance the ability of the organization to serve the needs of the YMCA Movement and its constituent parts.


This position offers a base salary of $108,700.00 up to $144,900.00 (depending on experience, education, and qualifications for this role).

We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off all in a work from anywhere in the U.S. workplace (if eligible).



•Bachelor’s degree is required. Master’s Degree in Business or Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy is preferred.

•Minimum 10 years of experience working collaboratively and building partnerships with staff of local YMCAs or other community-based organizations to implement organizational priorities is strongly preferred.

•Minimum 10 years of experience building strong relationships among a wide variety of stakeholders (government officials, community-based organizations, school officials, members of faith- based institutions, other non-profits, and community members) to advance a common cause is strongly preferred.

•Minimum 10 years of experience working with or within Ys to reach and support community members in the Leading Practice area preferred.

•At least two of the preferred work experiences and/or preferred education are required.

•Experience supervising and leading staff is preferred.

•Project management experience is preferred. 

•Ability to travel approximately 40% of the time

•Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills is required.

•Must possess excellent analytical, problem-solving skills, and be able to comply with

all administrative processes.

•Excellent verbal, written and interpersonal communication and presentation skills are required.

•Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, mentoring is required.

•Excellent time management skills, initiative, and the ability to take direction.

•Demonstrated ability to influence others to achieve objectives is required.

•Requires a commitment to the YMCA character development values of caring, honesty, respect, and responsibility.


Essential Functions

Unify and Equip the Network:

•Build and maintain relationships with Ys across the Network to build credibility of Y-USA strategy and supports. 

•Align practices and strategies across the Network to create shared systems, processes, goals and outcomes for engagement and activation of Leading Practices and strategic solutions.

•Build the capacity of the Network to support Y-USA’s Activation Process

•Ensure that the channels of the Service Support System are aligned and in support of the Practice Leadership Strategy



Support Service Support System:

•Drives and supports strategy development and execution for the Y Network and department leaders at Y-USA.

•Leads the implementation and continuous quality improvement of a Centralized Intake function to ensure the multiple door strategy

•Develop a comprehensive product and services menu for Ys

•Responsible for ensuring the education and communication strategies for Y-USA’s Service Support System are fully deployed

•Builds consulting capacity of Network Partners and ensures they are equipped to deliver services and tools that are aligned with leading practices

•Provide leadership and support for Activation process across the Network including, Y-USA colleagues

•Continue to develop content, process methods, and the development of resources and tools to support the capacity-building of the Network. 

•Partners with Network Partners and department leaders at Y-USA to stimulate thinking on growth opportunities, organizational capabilities and provides solutions, resources and tools to organizational issues.

•Performs other duties as assigned.


Guide Continuous Quality Improvement:

•Foster a continuous growth strategy for Network Service.

•Identify areas for continued efficiencies.

•Gather data and trends to utilize for continuous quality improvement of practices.

•Identify opportunities for introduction back into the Innovation Process. 

•Support the implementation of the rebranding of Y-USA’s Service Support System

•Ensure alignment and fidelity of Y-USA’s Service Support System across all channels.


  Provide Leadership to Collective Strategies for Engagement of the Network:

•Manage execution of approaches to support organizational priorities to include diversity, equity, and inclusion 

•Contribute to strategy development for organizational priorities to include peer communities and activation

•Advance implementation and dissemination efforts to ensure Ys, Service Delivery Partners, and other key stakeholders have the resources they need to effectively engage stakeholders and drive impact.

•Deliver specialized consulting support to Y-USA staff, and other stakeholders and provide thought leadership for the organizational priorities.

•Equip the network through capacity-building, planning, and activation.


Manage Systems to Support Engagement and Activation of the Network to support YMCA Leading Practices and Strategic Mobilization around Emergent Needs:

•Ensure that Practice Leaders are equipped to leverage the YMCA network to: (a) increase adoption and usage of Y-USA developed products/solutions; (b) identify bright spots; (c) provide programmatic support to Network Partners.

•Manage utilization of existing systems to ensure seamless support to the Y Movement.