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Join our growing team and lead our Y to the next level of community service!
Job Description
As Director of Operations, you are creating the foundation that allows everything else in the organization to succeed.
You are the leader who sees how every department connects and works to ensure people, systems, facilities, and processes work together seamlessly. While others focus on delivering programs, you focus on creating the environment that allows those programs to thrive.
This role requires someone who enjoys solving problems before they become obstacles, improving systems, leading through collaboration, and balancing operational discipline with outstanding customer service. You understand that members rarely notice when operations run perfectly, but they immediately notice when they don't run well.
This role is about creating consistency, supporting people, managing risk, and continuously improving how the YMCA serves its community
Qualifications
Education: Bachelor’s degree in business administration, Operations Management, Recreation Management, Hospitality Management, Public Administration, or a related field preferred. Equivalent combination of education and relevant experience is welcome and also considered.
Experience: Five (5) or more years of progressive leadership experience in operations, facilities management, hospitality, recreation, nonprofit leadership, or YMCA management. Demonstrated experience supervising multiple operational departments and leading cross-functional teams. Experience managing budgets, vendor relationships, purchasing, and operational planning. Experience with risk management, safety, and facility operations. Previous YMCA experience strongly preferred.
Technical Skills: Proficiency in Microsoft Office Suite and Google Workspace. Experience with membership management systems, scheduling software, project management platforms, and facility management systems. Ability to analyze operational data and performance metrics. Working knowledge of budgeting, purchasing, and inventory management systems.
Communication Skills: Excellent written and verbal communication skills. Strong conflict resolution and customer service abilities. Ability to communicate effectively with members, staff, vendors, volunteers, and community stakeholders. Skilled facilitator capable of leading meetings, trainings, and operational initiatives.
Professional Skills: Strategic thinker with exceptional organizational abilities. Strong project management and operational planning skills. Financial stewardship and budget management experience. High attention to detail and commitment to quality. Ability to prioritize competing demands while maintaining operational excellence. Calm, decisive leadership during emergencies and changing priorities.
Additional Qualifications: Knowledge of facility operations, safety regulations, risk management, and operational best practices preferred. Ability to work evenings, weekends, and occasional extended hours as operational needs require. Ability to travel to meetings, trainings, and community events.
Character: Beyond skills and experience, we're looking for someone who believes operational excellence is an act of service. Someone who naturally creates order, solves problems, and improves systems. Someone who leads with humility, accountability, and integrity. Someone who sees every operational decision as an opportunity to strengthen the member experience. Someone who genuinely believes that great operations make great mission delivery possible.
Essential Functions
Operational Leadership: Provide strategic leadership for the daily operations of the YMCA, ensuring consistent execution across all departments. Develop and implement operational systems, policies, and procedures that improve efficiency and organizational effectiveness. Identify opportunities to streamline workflows, improve processes, and enhance service delivery. Monitor organizational performance and implement continuous improvement initiatives.
Facility Operations: Oversee the operation, maintenance, cleanliness, and presentation of all YMCA facilities and grounds. Partner with maintenance staff and vendors to ensure facilities remain safe, functional, and welcoming. Coordinate preventative maintenance schedules and capital improvement planning. Ensure facility readiness for programs, events, and community activities.
Member Services: Provide leadership for welcome center, wellness center, child development, and membership support operations. Develop service standards that create exceptional member experiences. Monitor member satisfaction and implement improvements based on member feedback (NPS). Resolve complex member concerns and service issues with professionalism and sound judgment.
Risk Management and Safety: Lead organizational risk management efforts, ensuring compliance with YMCA standards, regulatory requirements, and best practices. Oversee emergency preparedness planning, incident reporting, safety inspections, and corrective actions. Ensure staff receive required operational and safety training. Promote a culture where safety, accountability, and proactive problem-solving are organizational priorities.
Financial and Business Operations: Develop, manage, and monitor operational budgets. Oversee purchasing, inventory management, vendor relationships, and contract administration. Monitor operational expenses while identifying opportunities for cost savings and improved efficiency. Ensure responsible stewardship of organizational resources.
Staff Leadership and Organizational Development: Recruit, hire, supervise, coach, and develop assigned staff. Establish clear expectations and accountability measures. Support leadership development and succession planning. Foster collaboration across departments to improve organizational effectiveness.
Technology and Systems Management: Oversee operational technology systems including facility access, scheduling, member management, and operational software. Collaborate with vendors and organizational leadership to improve technology utilization. Ensure data integrity, operational reporting, and system effectiveness. Identify opportunities to leverage technology to improve operational efficiency.
Organizational Planning and Special Projects: Support strategic planning initiatives through operational implementation. Lead cross-functional projects that improve organizational performance. Coordinate operational logistics for organizational events and major initiatives. Perform other duties as assigned by the President & CEO.
Cause-Driven Leadership Competencies
Mission Advancement: Models and teaches the Ys values. Ensures an elevated level of service with a commitment to changing lives. Cultivates relationships to support fundraising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Build relationships that create strong connections among members, staff, volunteers, and community partners. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors’ communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the operations of the organization. Develop plans and manage the best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Share new insights. Facilitates change, models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
Required Certifications
CPR, First Aid, Bloodborne Pathogens, Hazard Communications, Sexual Harassment, Duty to Report, Preventing Child Abuse in Youth Serving Organizations.