Experience and Operations Lead

The Experience and Operations Lead is a hands-on, floor-based role responsible for supporting a positive member experience and maintaining strong facility operations during peak afternoon and evening hours. This position is active throughout the building and works alongside staff to ensure spaces are welcoming, safe, and prepared for the next day.

This is a working leadership role focused on presence, teamwork, and follow-through.

SCHEDULE

• Core hours: 1:00 PM – 9:00 PM
• Primary focus:
• Afternoons: front desk presence and member engagement
• Evenings: facility operations and next-day readiness
• Occasional weekends and special events

Member Experience & Front Desk

• Maintain a visible, welcoming presence during peak hours.
• Build relationships with members and support new member onboarding.
• Provide YMCA tours and support membership conversations through connection.
• Address member needs and concerns in real time.
• Support and coach front desk staff on service and hospitality.
• Serve as Manager on Duty during assigned shifts.

Facility Operations & Next-Day Readiness

• Conduct regular walk-throughs to monitor cleanliness, safety, and setup.
• Support evening facility staff to ensure all areas are properly maintained.
• Assist with hands-on facility tasks when needed.
• Ensure courts, studios, program spaces, and common areas are reset for the following day.
• Identify maintenance, supply, or safety needs and communicate them promptly.

Staff Support & Operations

• Support part-time membership and facility staff during evening shifts.
• Help prioritize tasks during high-traffic times.
• Assist with shift transitions, coverage needs, and call-offs.
• Reinforce YMCA policies, expectations, and values through example.

Safety & Communication

• Follow and reinforce safety procedures and emergency protocols.
• Complete incident reports and share key information with leadership.
• Communicate evening trends, facility issues, and member feedback.

• Experience in a lead, coordination, or supervisory role preferred.
• Experience in facility operations, membership, hospitality, or customer service preferred.
• Strong interpersonal and communication skills.
• Comfortable working on your feet in an active environment.
• Evening and weekend availability required.
• Alignment with YMCA mission and values.

• Employee Assistance Program
• Retirement Contribution