Senior Program Director

As part of our team, you will have the opportunity to make a profound difference where social responsibility permeates the culture.

Job Description

The Senior Program Director of Aquatics, Sports & Camp, and Kidzone is a high-profile leadership position that is responsible for helping the Branch Executive Leader with the overall direction, coordination, operation, and success of the Branch. The Senior Team Leader will ensure the Branch meets or exceeds financial goals, while providing remarkable leadership in areas of member experience, team member experience, new membership growth, in-Branch business performance, and member participation.

The Senior Director will provide daily support to a team of 50 team members and offer ongoing leadership, motivation, and development. They are responsible for casting, coaching, communication, alignment, and holding Department Leaders accountable (both direct and non-direct reports) to collective Greater Philadelphia YMCA expectations. The Senior Team Leader will also act as the Branch ambassador to provide each member a great experience.

Qualifications

• Bachelor’s degree in related field
• 3-5 years of experience with current ARC Lifeguard/Water Park, CPR for Professional Rescuer, First Aid,
• Administering Emergency Oxygen and YMCA Swim Lesson Instructor certification with 2 years of related experience.
• 5 years experience in fitness, retail, recreation management or hospitality industries
• 5 years experience managing 50 team members
• 5 years experience managing Profit and Loss (P&L) statements/revenue/EBITDA budgets
• Experience providing high-end member service and managing member concerns
• Pursue CPO and applicable certifications related to your location within 6 months.
• Ability to use water chemistry test kit.
  
  

Essential Functions

• Create a member centric culture that prioritizes the member experience and delivers on Branch goals
• Anticipate staffing needs, talent plan and recruit – both long and short term.
• Manage leaders to follow up on training completion, check for understanding, and provide continuous education opportunities.
• Meet or Exceed revenue and program enrollment goals
• Lead the culture of adherence to COVID-19 specific SOPs related to member and staff safety
• Personalize recognition and appreciation to reinforce critical member service behaviors and promote a positive team and member centric culture.
• Establish a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical behaviors.
• Understand business reporting and Member insights (surveys) to understand, troubleshoot and follow up on opportunity areas.
• Creates and sustains an environment that values all people for their unique talents. Takes an active role in promoting and leveraging practices that support diversity, inclusion, global engagement and cultural competence.
• Quickly respond to any negative member experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the Member.
• Create a scheduling plan in partnership with your Team Leaders based off of monthly and weekly business workload and guest traffic.
• Plan, manage and follow-up on organizational and operational change.
• Demonstrate a culture of ethical conduct, safety, and compliance. Lead team to work in the same way and hold others accountable to this commitment.
• Work a schedule that aligns to member and business needs (this includes early morning/overnight shifts, evening and weekends).
• Build a close partnership with Branch Executive Leader