Director, Membership Operations at YBC

Vancouver, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

115000.0

Posted On

09 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Senior Leadership, Multi-site Operations Management, Strategic Planning, Revenue Generation, KPI Management, Change Management, Stakeholder Engagement, Conflict Resolution, Cultural Competence, Public Speaking, Budgeting, Team Development, Membership Acquisition, Retention Strategies, Crisis Management, Operational Execution

Industry

Wellness and Fitness Services

Description

Date Posted: June 8th, 2026 Position Title: Director, Membership Operations Location: Located within the Lower mainland Term: Permanent, Full-Time Hours: 35 hours per week Start Date: As soon as possible Salary: $105,000 - $115,000 per year Reports to: VP, Health Fitness and Aquatics Benefits: * Competitive vacation and paid sick time * Access to YMCA gym facilities at locations where we maintain physical sites + Y@Home * Generous employer-matched pension plan** * Eligibility for Extended Medical and Dental Benefits** * Training and Professional Development Opportunities * Extensive Employee assistance program * Reduced childcare rates and priority placement for YMCA Staff * Be part of a charitable organization that positively impacts the community **Some benefits may vary based on employment terms Nature & Scope Reporting to the VP of Health, Fitness and Aquatics, the Director of Membership Operations leads all YMCA BC Membership Centres (non-municipal), ensuring alignment with organizational programs and membership models. The role provides leadership to Centre Managers, supports membership growth and retention, and oversees high-quality delivery of fitness, aquatics, and family programming. Accountable for achieving performance and financial targets, the Director advances strategic priorities, including health equity and EDIB, while collaborating with subject matter experts and internal partners to ensure consistent, effective operations and team development. Major Responsibilities- in this position, you will: * Provide leadership and direct supervision to Centre Managers across YMCA BC Membership Centres, supporting delivery of Membership Sales & Service, Aquatics, Fitness, and Child, Youth & Family programs. * Build, coach, and develop high-performing teams to ensure strong operational execution and an exceptional member experience. * Ensure service standards and performance targets are achieved and continuously improved. * Responsible for delivering on established membership centre KPIs, including $25M+ in revenue generation, and driving results against annual contribution margin, membership growth, and participation targets. * Oversee delivery of programs and services in alignment with YMCA standards and the Shine on Service Program. * Ensure fulfillment of contractual obligations and achievement of annual social and financial objectives. * Lead centre-level implementation of membership acquisition and retention strategies in collaboration with subject matter experts (SMEs). * Monitor operational performance and take corrective action to meet targets outlined in operating plans. * Ensure consistent, high-quality delivery of programs and services across all centres. * Lead, implement, and adapt organization-wide strategies and operational plans to meet membership and performance objectives. * Advance the YMCA BC 4 Pillars, Strategic Plan, and commitments to Health Equity and EDIB. * Lead change management initiatives supporting organizational priorities, unification, and contractual requirements. * Collaborate with senior leadership and Shared Services on pricing, marketing, and program development decisions. * Partner with Subject Matter Experts to ensure program quality, consistency, and alignment with organizational direction. * Establish and maintain effective feedback loops with Health Fitness Aquatics (HFA) teams, including SMEs and Facilities, to improve operations and service delivery. * Manage and resolve escalated operational, service, and people-related issues beyond the Centre Manager level. * Lead or support crisis and incident management, including coordination with Communications and media relations. * Address complex participant concerns and oversee resolution of staff performance and conduct issues across all levels. Qualification-you bring: * Demonstrated senior leadership experience (5–10 years) ideally at the YMCA, with a strong track record of achieving membership and operational targets. * Extensive experience managing complex, multi-site operations, including responsibility for strategic planning and delivery of high-level organizational objectives. * Proven ability to drive growth across people, membership, programs, participation, and revenue, supported by a growth-oriented mindset. * Bachelor’s degree in a related field required; additional certifications or professional designations are considered an asset. * Experience working within large, matrixed organizations, with accountability for delivering diverse and complex services. * Strong interpersonal and relationship-building skills, with the ability to engage effectively with members, staff, volunteers, community stakeholders, and partners. * Excellent written and verbal communication skills, including public speaking and presentation capabilities. * Demonstrated cultural competence and ability to work effectively with individuals from diverse backgrounds and across visible and invisible dimensions of diversity. * Sound judgment and strong decision-making skills, with the ability to manage and resolve complex and sensitive issues. Successful candidate will be required to provide 3 satisfactory references * Successful candidates will be required to provide or obtain, prior to starting, a current and satisfactory Criminal Record Check with a Vulnerable Sector Search. About YMCA BC: By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John. As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable childcare and camps, mental health, employment services and community health. We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all. YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at bc.ymca.ca. Application Process-ready to make a difference? We invite you to apply today and find your WHY! Internal Applicants: Please apply online to this position through the ADP Workforce Now Career Centre. (Myself/Talent/Career Centre) Application Deadline: June 17th, 2026 * Please include any and all relevant certifications in your online application. You will receive an automated notification to confirm receipt of your application. * If short-listed for a position: We will contact, you to move forward to the next step. * If not selected for a specific posting: Continue applying for future positions matching your qualifications and interests. Note: Depending on the role, we may need to provide preference to internal applicants first. We treat each competition independently and encourage you to keep applying should your experience and qualification be a match for the role. Does this role sound like a great fit, but you don’t meet every requirement? At YMCA BC, we understand that qualifications and experiences vary. If this opportunity interests you, we encourage you to apply—even if your background doesn’t perfectly match every qualification. YMCA BC is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our People Services department. Thank you for your interest and application.

Responsibilities

The Director leads YMCA BC Membership Centres to ensure alignment with organizational programs and the achievement of financial and performance targets. This includes supervising Centre Managers, driving membership growth, and overseeing the delivery of fitness, aquatics, and family programming.