Director, Customer Experience

Pay or shift range: $50,000 to $60,000 USD. The estimated range is budgeted for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

The YMCA of Metropolitan Chicago is dedicated to creating long-lasting positive change, whether it’s through health and wellbeing, early education, violence prevention, or one of our other programs and services. We’re looking for talented individuals who are committed to empowering our community by creating a safe and welcoming environment that encourages growth and support — individuals like you!

The Director, Customer Experience will lead the customer experience team at the local Community Hub to provide best-in-class levels of customer service and experiences. You will collaborate with stakeholders across the association to develop and implement operations standards that support enterprise goals and elevate the customer experience.

Salary range is $50,000-$60,000 per year with full‑time benefits and opportunities to grow within the organization!

• Competitive salaries reflecting your skills and experience.
• Comprehensive health, dental, and vision insurance for eligible employees, plus wellness programs, mental health resources, and a family gym membership.
• Generous PTO and paid holidays, with flexible work hours for work‑life balance.
• 403(b) plan with company contributions for eligible employees after 2 years of service.
• Continuous learning opportunities through workshops and training programs.
• Supportive work environment valuing diversity, equity, and inclusion.
• Discounts on programs
  , employee assistance programs, and company‑sponsored events.

• Lead the Community Hub’s customer experience team, including front‑desk operations and administration, drop‑in childcare, rentals, and customer engagement.
• Identify, develop, implement, and measure customer engagement strategies that increase retention, influence value, and drive a dynamic customer‑centric culture.
• Actively manage the customer journey and collaborate with business partners to continually elevate engagement touchpoints.
• Serve as primary point of contact at the Community Hub for marketing, sales, and customer experience initiatives and manage day‑to‑day activities that support enterprise goals.
• Forecast Community Hub sales, analyze revenue, and prepare reports of business performance indicators.
• Build and maintain long‑lasting, strong relationships with customers while partnering with them to better understand their personal objectives and needs.
• Recruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagement.
• Understand customer experience best practices and stay ahead of global industry trends.

• Bachelor’s degree in business administration, hospitality, operations, marketing, sales, or equivalent.
• Minimum of 4 years of related work experience, including managerial responsibilities.
• Bilingual, English/Spanish highly preferred.
• Ability to work flexible hours, weekends, and/or holidays, as needed.
• Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred.
• Top‑notch verbal, written, and interpersonal communication skills.
• Strong analytical and critical thinking skills.
• Sound leadership ability, including motivating, coaching, and performance management.
• Ability to achieve results by taking a proactive long‑term view of business goals and objectives.
• Willingness and ability to complete all mandatory YMCA training and certifications, along with ongoing or additional training as assigned by the supervisor, within established timeframe.

• Report any items that may provide a health or safety hazard to staff, members, or guests to your supervisor.
• Follow all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children.
• Report any suspicious behavior and violation of policy and procedures to your supervisor.
• Complete all child abuse prevention training as required.