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Nestled on 35 scenic acres near downtown, H&K YMCA blends nature, community, and adventure in one of Tulsa’s most unique spaces.
Job Description
The Director of Experience is responsible for the leadership and oversight of the membership experience, healthy living programs, and facility rentals at the Herman & Kate Kaiser YMCA and YMCA @ TCC West. This role supports the recruitment and retention of members through high-quality customer service, engaging programming, and innovative wellness initiatives. The Director oversees member services, group exercise, and the private rental experiences, ensuring excellence across all touchpoints. This leader plays a critical role in staff development, community engagement, budget oversight, and supporting the YMCA’s mission through fundraising and outreach.
Qualifications
Required:
- Minimum 2 years in customer service
- Minimum 2 years in managing staff
- Demonstrated ability to develop, manage, and lead programs
- Passion for working with diverse partners and developing strong relationships
- Excellent verbal and written communication skills
- Strong computer and technology skills
- Ability to work flexible hours including evenings and weekends
- Ability to lift 35+ pounds occasionally
- High aptitude for multitasking and problem-solving
Preferred:
- Bachelor’s Degree (BA/BS) or equivalent experience
- Current CPR/AED/First Aid/Oxygen Administration certification (or ability to obtain upon hire)
- Knowledge of YMCA mission and operations
- Experience in budgeting, expense control, and fundraising
- Bilingual – English/Spanish
- Experience in environmental education or retreat services
Essential Functions
- Provide direct leadership for daily operations related to membership engagement, fitness and wellness programming, and facility rental services.
- Oversee the hiring, onboarding, training, scheduling, and ongoing development of membership experience staff and volunteers to foster a collaborative and mission-driven workplace.
- Develop and implement a comprehensive strategy for growing wellness programs, including expanding group exercise offerings and integrating new trends in health and fitness.
- Manage all aspects of facility rentals, including sales/bookings, customer experience, and execution, to maximize satisfaction and meet revenue goals.
- Champion a culture of exceptional customer service by modeling behavior, developing staff training, and maintaining a visible leadership presence during peak hours and events.
- Prepare and manage departmental budgets, monitor financial performance, and identify areas for operational improvement and cost savings.
- Collaborate with the Executive Director, fellow Program Director, and cross-functional teams to drive innovation, adaptability, and creative solutions that elevate program quality and strengthen our branches’ collective impact.
- Collaborate closely with the Executive Director and Property Management team to ensure that facilities are clean, safe, well-maintained, and welcoming for all users.
- Maintain strong interdepartmental communication, ensuring that program information, schedules, and updates are clearly conveyed across teams and to members.
- Assist in the creation and distribution of marketing materials that effectively promote facility programs, services, and events.
- Assist in YMCA fundraising efforts; play a leadership role in donor engagement and the annual giving campaign.
- Represent the YMCA at community events and outreach opportunities to strengthen brand awareness and build meaningful relationships.
- Establish and nurture partnerships with local schools, businesses, and community organizations to enhance program reach and collaboration.
- Monitor member satisfaction and program participation regularly, utilizing tools like Listen 360 to make data-informed decisions.
- Uphold and model YMCA core values and ensure a safe, inclusive, and welcoming environment.
- Adhere to all organizational policies and procedures regarding the prevention of abuse.
- Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
- Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.
- Adhere to all organizational policies and procedures regarding the prevention of abuse.
- Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
- Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.