MEMBER SERVICES SHIFT MANAGER

Member Services Shift Manager

We're looking for a Member Services Shift Manager who can lead our Welcome Center team during evenings and weekends, creating a positive, welcoming experience for every person who walks through our doors. If you enjoy working with people, keeping things running smoothly, and stepping in where needed, this role puts you right at the heart of the Y.

What You'll Do

Lead the Welcome Center

• Oversee daily operations during assigned shifts, ensuring a clean, organized, and welcoming environment
• Keep procedures consistent and up to date, and make sure staff are trained and informed
• Step in and support the front desk when needed
• Assist with administrative processes like member account updates and issue resolution
• Track member interactions and follow up where needed
• Help manage systems like ACTIVE and tour tracking

Support and Develop Staff

• Work closely with the Member Engagement Manager and Director to keep operations consistent across all shifts
• Help hire and train Member Services staff and volunteers
• Provide feedback, support performance improvement, and build a strong team culture
• Share updates, ideas, and feedback to improve how we serve members
• Serve as a go-to resource during your shift

Create a Great Member Experience

• Build relationships with members and help them feel connected to the Y
• Support member engagement, retention, and satisfaction efforts
• Handle member concerns, account questions, and cancellations with professionalism and care

Support the Y Mission

• Promote programs, events, and volunteer opportunities
• Participate in and support our Annual Campaign and fundraising efforts
• Help connect members to the full impact of the YMCA in the community

What We're Looking For

• Experience in customer service (bonus if you've led a team before)
• Strong communication and problem-solving skills
• Someone who enjoys building relationships and helping others
• Organized, reliable, and able to juggle multiple priorities
• Comfortable using computer systems and learning new software
• Willingness to work evenings, weekends, and jump in when coverage is needed

Working Conditions

• Ability to work irregular work hours, including evenings and weekends, covering all open shifts when necessary.
• Ability to walk, stand, and sit for long periods of time while maintaining alertness for several hours. May also require bending, kneeling, and leaning.
• Potential exposure to communicable diseases and bodily fluids is possible. Able to administer first aid.
• Must be able to lift and carry up to 30lbs.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.

Qualifications:

• Prior customer service experience.
• Enjoy, be skilled at and understand the importance of building relationships with people: members, staff, volunteers, donors, and community leaders.
• High degree of accuracy with information provided.
• Multi-task oriented; effective organizational skills and able to take initiative.
• Ability to effectively communicate and problem-solve.
• Ability to respond to safety and emergency situations.
• Experience with computers and database systems.

Why the Y?

You'll be part of a team that believes in strengthening community through connection, service, and opportunity. Every shift is a chance to make someone feel welcome, supported, and part of something bigger.

Abuse Prevention Responsibilities All employees are expected to maintain boundaries, follow mandated reporting requirements, and uphold our policies and procedures to protect youth and participants. This includes attending required training, reporting suspicious or inappropriate behaviors, and adhering to procedures that minimize risk. Supervisors are also responsible for providing oversight, feedback, and accountability to ensure staff and volunteers follow these standards. Our organization is committed to creating a safe environment.