Associate Executive Director, Membership & Healthy Living

The Madison Area YMCA is seeking a strategic, people-centered leader to oversee key areas that shape the member experience.


Job Description

Under the direction of the Senior Vice President of Operations, the Associate Executive Director - Membership & Healthy Living is a key member of the senior leadership team and is responsible for advancing the YMCA’s mission through excellence in member experience, wellness operations, healthy living strategy, staff leadership, and sustainable growth.


The incumbent provides strategic leadership and operational oversight for Member Services, Kids Central, Fitness Center Operations, Personal Training, Group Exercise, Wellness Programming, Active Older Adult initiatives, and related Healthy Living services. This role ensures a highly welcoming, service-driven culture that promotes engagement, satisfaction, retention, and long-term member loyalty.


The incumbent directly supervises the Member Services Director and the Director of Fitness & Healthy Living, providing leadership, coaching, accountability, and strategic direction to ensure strong departmental performance and alignment with YMCA goals.


As a senior leader, the incumbent is responsible for developing high-performing teams, driving membership and wellness growth, managing budgets, enhancing service systems, and ensuring safe, high-quality environments and experiences for members of all ages and abilities.


The Associate Executive Director works collaboratively across all YMCA departments, including Aquatics, Programs, Child Care, Camp, Facilities, Finance, Human Resources, Development, and Marketing & Communications, to strengthen organizational alignment, operational efficiency, and the overall member journey.


The incumbent is also accountable for advancing the YMCA’s philanthropic mission as a visible and enthusiastic leader in annual campaign efforts, community relationship building, and mission engagement.

Qualifications

• Bachelor's degree in related field preferred.
• 5+ years supervisory experience in customer service.
• Demonstrated leadership in membership, wellness, fitness, hospitality, or other service-based operations preferred.
• Experience managing department budgets, staffing schedules and staff payroll accounting.
• Proficient in Microsoft Office and use of computers, database management experience preferred.
• YMCA Team Leader Certification encouraged.

Essential Functions

Operations & Strategic Leadership

• Provides executive leadership and operational oversight for Member Services, Kids Central, Fitness Center Operations, Group Exercise, Personal Training, and Healthy Living programs.
• Serves as an integral member of the senior leadership team, contributing to organizational strategy, goal achievement, culture enhancement, and long-term sustainability.
• Leads strategic growth initiatives related to membership acquisition, retention, wellness participation, and new service development.
• Evaluates operational performance, member trends, and market opportunities to drive innovation and continuous improvement.
• Ensures systems and processes support efficient operations including membership onboarding, tours, joins, service recovery, communication, and engagement.

Staff Leadership & Professional Development

• Provides direct supervision to leaders responsible for Member Services, Fitness and Healthy Living operations.
  Recruits, hires, develops, mentors, and evaluates staff while building a culture of accountability, professionalism, collaboration, and service excellence.
• Establishes clear expectations and performance standards that support staff engagement, retention, and leadership growth.
• Develops succession planning strategies and internal talent pipelines.
• Ensures compliance with YMCA policies, safety standards, and child protection practices across all supervised departments.
• Fosters a positive, collaborative, innovative, and inclusive team culture.

Member Experience & Engagement

• Provides executive leadership and strategic direction for a best-in-class member experience from first impression through long-term engagement.
• Leads strategies to improve member satisfaction, retention, loyalty, and sense of belonging.
• Oversees use of surveys, feedback, service metrics, and participation data to improve service delivery.
• Provides leadership and accountability for membership sales systems including tours, lead conversion, prospect follow-up, and onboarding effectiveness.
• Maintains visible leadership presence throughout the facility and coaches teams to strengthen daily member interactions.
• Ensures welcoming, inclusive, and responsive service across all member touchpoints.

Fitness & Healthy Living

• Provides executive leadership and strategic direction for all Healthy Living operations.
• Leads development and growth of high-quality wellness programming for all ages and abilities, including fitness, chronic disease prevention, beginner wellness pathways, and active older adult initiatives.
• Drives innovation, participation growth, and member outcomes through evolving wellness trends, community needs, and strategic opportunities.
• Oversees relationships, performance, and operational execution of insurance-based wellness membership partnerships.
• Ensures safe, clean, motivating, and inclusive wellness environments.
• Champions a culture of wellness that advances physical, mental, and social well-being throughout the YMCA community.

Financial Management

• Ensures financial accountability across responsible operations by maintaining oversight of department budgets and holding direct reports accountable for demonstrating financial literacy and adherence to YMCA financial procedures, including timely payroll approvals, expense submissions, and budget reporting deadlines.
• Develops, monitors, and manages monthly, annual, and multi-year budgets for responsible departments, ensuring alignment with strategic priorities and organizational goals.
• Meets or exceeds revenue goals related to membership, personal training, wellness services, and other assigned areas of responsibility.
• Uses financial, operational, and participation data to guide decisions, identify trends, and improve sustainability.
• Leads pricing and expense management strategies while identifying opportunities to improve efficiencies, strengthen sustainability, and support long-term financial growth.

Facility & Organizational Partnership

• Partners with Facilities and senior leadership to optimize member-facing spaces including fitness areas, welcome center flow, cleanliness, safety, equipment readiness, and future enhancements.
• Conducts regular walkthroughs of fitness and member-facing spaces to proactively identify cleanliness concerns, repair needs, equipment issues, and presentation standards, ensuring prompt communication and follow-up with the Facilities team to support member satisfaction.
• Collaborates with leaders across Aquatics, Programs, Child Care, Camp, Finance, HR, Development, and Marketing to create seamless member experience.
• Supports emergency response readiness, risk management efforts, and operational continuity.

Community Engagement

• Builds partnerships with community organizations, municipalities, healthcare providers, schools, and businesses that support wellness and membership growth.
• Collaborates closely with the Senior Director, Program Operations and Senior Director, Systems & Services to strengthen member pathways, onboarding, and engagement with programs and services.
• Cultivates positive relationships with families, participants, volunteers, and community partners.
• Represents the YMCA professionally in the community and communicates the Y’s mission and impact.
• Other duties as assigned.

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 trainings. 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.

Cause-Driven Leadership Competencies

Philanthropy:


All YMCA staff are accountable for understanding the organization’s charitable status and mission to assure access for all through active participation in fundraising and philanthropy efforts. Work with the Development Team, HR, and key philanthropy volunteers to increase your understanding and skill set.


Hold staff accountable for participating in the annual campaign by identifying and recruiting member volunteers and soliciting donations.
Assist in achieving the department’s annual support campaign goal by directly and personally participating in campaign efforts and ongoing fundraising by identifying new volunteers and potential new donors. Recruit volunteer campaigners for the annual campaign; secure their campaign gift and assist them in achieving the department goal and the overall goal.


THE EFFECTIVENESS OF THIS POSITION WILL BE MEASURED BY:

• Growth, retention, and satisfaction across all program areas.
• Successful launch and sustainability of new programs and initiatives.
• Positive member and participant feedback, including through SEER or similar tools.
• Effective operational coordination with Aquatics, Child Care, Camp, Programs, Marketing, Development, Finance, and Facilities.
• Achievement of budget goals and strong financial stewardship.
• Team development, staff performance, and leadership effectiveness.
• Active participation in philanthropy and achievement of Annual Campaign department goals.

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