Senior Director, Community Programs & Member Experience

Location: 92NY May Center - New York, NY

Pay Transparency: $115,000.00 - $125,000.00 base salary (DOE); plus $23,000.00 - $30,000.00 annual bonus potential; Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs.

Role and Responsibilities

The Senior Director, Community Programs & Member Experience (General Manager) is responsible for the day-to-day operational leadership of the May Center's membership-based businesses and member experience functions. The role oversees Membership (Sales, Service and Operations), Personal Training, the Pro Shop, and the Himan Brown Membership Sales, ensuring operational excellence, exceptional service, and achievement of revenue and retention goals. Working closely with the Executive Director of the May Center, this position translates strategic priorities into operational execution by leading high-performing teams, optimizing systems and processes, leveraging technology and data, and fostering an engaging member experience that supports the May Center's mission and business objectives.

Specific Responsibilities

Team Leadership & Development

• Foster a collaborative, accountable, and service-oriented culture
• Lead, mentor, coach, and evaluate the Director of Member Experience, Fitness Director, Sales Team, Welcome Desk, and assigned staff
• Recruit, onboard, and develop high-performing team members
• Conduct regular performance reviews and establish measurable goals
• Lead department meetings and promote cross-functional collaboration
• Ensure staff maintain required certifications, training, and compliance

Operational Excellence

• Direct day-to-day operations of Membership, Personal Training, Pro Shop, and the Himan Brown Senior Program Membership Sales function
• Manage staffing schedules, payroll administration, and departmental coverage
• Develop operational procedures that improve workflow and efficiency
• Partner with May Center Director of Operations to maintain operational readiness
• Ensure consistent adherence to service standards, policies, and procedures

Member Experience & Community

• Champion a service-first culture throughout the May Center
• Improve member acquisition, onboarding, engagement, retention, and satisfaction
• Monitor member feedback, Net Promoter Scores, and service metrics
• Resolve member concerns professionally and proactively
• Strengthen community engagement and member relationships

Membership, Sales & Business Operations

• Lead membership acquisition, retention, and personal training growth
• Drive Pro Shop and Himan Brown revenue performance
• Monitor KPIs including sales, conversion, utilization, and retention
• Partner with Marketing on promotions and outreach
• Align operations, staffing, and programming with revenue goals

Technology & Business Systems

• Serve as the operational lead for Salesforce, Traction Rec, UPACE, MXM, POS systems, and future
• Maintain data integrity and reporting accuracy
• Train staff and establish system best practices
• Optimize workflows, reporting, automation, and integrations
• Use CRM and operational data to improve performance and decision-making
• Oversee membership administration, payroll coordination, revenue recovery, reporting, and compliance

Other Functions

• Analyze operational and financial performance metrics
• Implement process improvements that enhance efficiency and service
• Evaluate staffing models and workflows
• Recommend innovations that strengthen competitiveness
• Partner with the Executive Director on operational initiatives
• Conduct new employee and quarterly staff safety trainings
• Administer emergency care to members and guests in need of assistance
• Attend Active Wellness site meetings and trainings
• Handle injury and illness and security incident reporting
• Work as a TEAM with all other departments
• Other duties and responsibilities as assigned by supervisor