[Hiring] Lead, Association Services & Customer Support @YMCA of the USA

Role Description

The Lead, Association Services & Customer Support – Network Experience provides operational leadership for enterprise customer experience. This role helps guide day-to-day service delivery across multiple intake queues and omni-channel support channels, including phone, email, case management, and digital support platforms.

• Translate service standards into consistent team practices.
• Monitor performance trends and advance process improvements.
• Supervise or provide day-to-day direction, coaching, and best practices to customer support staff.
• Serve as a key operational partner in strengthening service consistency, accountability, customer experience outcomes, and data-informed decision-making across Network Experience.

The Network Experience Team fosters a culture of service across the YMCA network by operating in deep partnership with local Ys. The team develops and activates timely, relevant resources; designs and delivers high‑quality experiences for YMCA leaders; facilitates innovation to ensure continued relevance; and drives national positioning that strengthens the YMCA’s credibility within the industry.

Grounded in a customer‑experience mindset and powered by leading practices and the Y‑USA service delivery system, the team connects strategy to execution in service of local Ys. Through this work, the Network Experience Team advances organizational excellence and supports the Y’s core purpose—creating experiences of achievement, relationship, and belonging that build stronger, more connected communities.

Qualifications

• Bachelor’s degree required in a relevant field such as Business or related disciplines.
• 2-4 years of experience required.
• Intermediate functional skills.
• Some industry knowledge and experience.
• Routine and advanced functional tasks.
• Decision making authority within a defined scope.
• Internal and external communication.
• Moderate team influence.
• Some supervision is required for tasks; leads self.

Requirements

• Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience.
• Lead day-to-day intake, triage, routing, and escalation processes across multiple queues.
• Champion consistent omni-channel support across various platforms.
• Supervise, coach, train, or provide day-to-day leadership to Customer Experience staff.
• Analyze and communicate customer experience performance metrics.
• Use and support multiple enterprise systems and tools.
• Serve as a lead resource for frontline support and operational execution.
• Role is remote, based out of Central time zone with working hours typically 8am CT – 4:30pm CT; some travel may be required (no more than 10%).

Benefits

• Full benefits package including medical, dental, and vision.
• Defined benefit plan (retirement savings).
• Defined contribution plan (403(b) plan).
• Life and disability insurances.
• Technology stipend.
• Generous paid time off.
• Work from anywhere within the continental U.S. workplace.

Company Description

Posted Salary Range: USD $83,000.00 - USD $100,000.00 /Yr.