Director of Customer Experience & Systems - YMCA : Job Details

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 material...Customer Experience, Director, Systems, Experience, Operations, Customer, Retail