Director of Customer Experience & Systems - YMCA : Job Details

This position will support the YMCA of Greater Grand Rapids operations and is housed at the Mary Free Bed YMCA. POSITION SUMMARY: The Director of Customer Experience & Systems leads the strategy, design, and optimization of customer-facing systems and processes across the YMCA of Greater Grand Rapids. This role ensures a seamless and consistent experience for members, participants, and staff by overseeing system setup, user support, training, and processing documentation. The Director of Customer Experience & Systems collaborates cross-functionally to align operational workflows, drive system improvements, maintain data integrity, and support strategic initiatives through effective systems management. ESSENTIAL FUNCTIONS: •Lead a comprehensive customer experience strategy that supports the Association's goals and enhances member and participant satisfaction. •Identify opportunities to improve user interactions across systems and processes, ensuring a consistent and seamless experience. •Oversee the creation and delivery of system training, user guides, standard operating procedures (SOPs), and support materials for staff and other stakeholders. Continuously review and improve SOPs to enhance efficiency and user satisfaction. •Maintain accurate configuration of membership types, pricing structures, program offerings, and discounts to ensure data integrity across member-facing systems •Partner with internal departments (e.g., program, IT, childcare, marketing, finance) to streamline and align system-based processes. •Identify opportunities for system improvements and collaborate with key stakeholders to make enhancements. •Serve as primary point of contact for escalated system-related issues. •Lead onboarding and ongoing system training for front-line and operational staff. •Oversee how system updates, upgrades, or policy changes are rolled out, making sure staff are informed, trained, and supported through transitions. •Lead team responsible for system setup, data entry, and process troubleshooting; carry out supervisory responsibilities in accordance with the Association's policies and applicable laws. •Interview, hire, and train staff; plan, assign, and direct work; reward and discipline staff; address complaints and resolve problems. Performs any other functions necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids. COMPENSATION $57,000 - $71,000 annually; Full Time; Salary Exempt BENEFITS •Free YMCA Family Membership and discounted program fees •Health/Dental/Vision Insurance •Paid Time Off, beginning at 3 weeks per year •9 Paid Holidays per year •12% retirement contribution upon eligibility, learn more here. •403(b) retirement savings account •The YMCA of Greater Grand Rapids is a qualifying employer for the Public Service Loan Forgiveness (PSLF) program. More information can be found here. •Paid Parental Leave •Discounted childcare •Long term disability, basic life insurance and other voluntary benefits •Ongoing training and development opportunities •Access to the Employee Assistance Program and resources for you and your family •Community Discounts, and more! Requirements QUALIFICATIONS •Bachelor's degree from a four-year college or university is preferred. •Minimum of 3 years of leadership experience managing customer-facing systems, process operations, or cross-functional service delivery. Strong understanding of system administration, data management, and customer journey mapping. •Proven ability to translate operational needs into effective system functionality and workflows. •Demonstrated ability to work cross-functionally and manage competing priorities in a fast-paced environment. •Experience with customer management software preferred. CERTIFICATES, LICENSES, REGISTRATION •Cardiopulmonary Resuscitation (CPR) within the first 60 days •First Aid Certification required within the first 60 days •Blood Borne Pathogen training •State of Michigan criminal background clearance (ICHAT) WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. •Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. •Ability to communicate effectively to all levels of the organization. •Ability to apply critical thinking skills to troubleshoot and perform root cause analysis. •Ability to present data and concepts to large groups of people and be understood. •Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. •Ability to apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form. •Ability to define problems, collect data, establish facts, and draw valid conclusions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand. The employee is occasionally required to walk, climb, or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. TRAVEL: 15-20% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training. Salary Description $57,000 - $71,000 annually