Program Director II

Position Title: Program Director II- Membership and Community Programs

Classification: Full-Time

FLSA Status: Exempt

Salary Range: $71,500 – $76,000 annually

Location: Redlands, California

Reports to: Associate Executive Director

Job Description Summary:

The Membership Director at the Redlands Family YMCA leads all aspects of membership growth, engagement, and retention. This role oversees front desk operations, member experience initiatives, and community outreach to ensure a welcoming, service-driven environment, our kids club department and community programs. The Membership Director develops and executes strategies to meet enrollment goals, manages and trains membership staff, analyzes trends and metrics, and collaborated with branch leadership to support the Y's mission. This position plays a key role in strengthening community relationships and ensuring every member feels valued and supported.

Our Culture:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Essential Functions

• Lead all aspects of the membership experience, ensuring a welcoming, inclusive, and service-driven environment for all members.
• Develop and implement strategies to increase membership acquisition, retention, and engagement.
• Monitor membership trends, cancellation data, and feedback to identify opportunities for improvement.
• Ensure consistent delivery of high-quality customer service standards across Welcome Center and program departments.
• Recruit, hire, train, schedule, and supervise Membership staff, kids club staff, and community program volunteers
• Coach and mentor staff to provide cause-driven service, conflict resolution, and program excellence.
• Conduct regular performance evaluations and ensure accountability, development, and ongoing training.
• Provide leadership for community-based programs including outreach initiatives, special events, youth and family engagement, and partnership-driven programs.
• Collaborate with local schools, nonprofits, and community partners to expand program impact and visibility.
• Ensure programs meet quality standards, safety requirements, and YMCA policies.
• Develop, monitor, and manage budgets for membership and community program areas.
• Achieve revenue and expense targets through effective planning, staffing, and operational oversight.
• Ensure accurate and timely processes related to membership billing, refunds, adjustments, and reporting.
• Partner with marketing staff to promote membership, community programs, and special events.
• Ensure accurate and timely information across schedules, program guides, digital platforms, and in-branch communication.
• Develop outreach strategies to attract new members and program participants.
• Build strong relationships with members, volunteers, partners, and community stakeholders.
• Represent the YMCA at community events and build partnerships that strengthen community impact.
• Ensure staff adhere to YMCA policies, emergency procedures, and youth protection standards.
• Maintain a clean, safe, and welcoming facility environment through collaboration with facility and housekeeping teams.
• Lead Kids Club program, providing members with a safe and engaging care for children while they work out.
• Conduct ongoing assessments of program outcomes, satisfaction, and participation trends.
• Support fundraising efforts including the annual campaign, donor relations, and special events to support branch's programs and services.
• All other duties as assigned by management.

YMCA Competencies

• Mission Advancement: Models and teaches the Y's values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
• Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
• Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
• Personal Growth: Shares new insights. Facilitates change/ models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications

• Bachelor's degree and or equivalent experience in related field.
• Minimum of 3 years of YMCA experience or in a customer service field.
• Proven experience in managing people, programs, and budgets.
• Excellent human relation skills and an ability to maintain positive communication with staff and members
• Commitment to the mission and values of the YMCA
• Proven ability to build genuine relationships
• Results-driven mindset with the ability to analyze data and adjust strategies
• Flexibility to work evenings and weekends as needed

Work Environment & Physical Demands

• The physical demands outlined here are representative of those that must be met by an employee to perform the essential functions successfully. Reasonable accommodation may be made for individuals with disabilities.
• Employees are regularly required to use computers and communicate via phone/smart devices. Frequent sitting, reaching, and mobility around the work environment are necessary.
• Occasionally, the employee must lift/move up to 10 pounds.
• Vision requirements include close vision, distance vision, and the ability to adjust focus.
• The work environment noise level is typically moderate.
• Ability to work flexible hours, including evenings and weekends.