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

Qualifications

Qualifications and Education Requirements

- 4-year college degree

- 10+ years of progressive leadership experience in health and fitness, hospitality, recreation, or membership operations

- Experience leading multidisciplinary teams and managing budgets

- Experience with Salesforce and membership management systems preferred

- Proficiency in Microsoft 365 and enterprise business systems

- Excellent leadership and analytical skills

- Strong commitment to customer service and member engagement

- Must be detail oriented, organized, results oriented, able to multitask and have a strong commitment to the fitness industry

- Strong verbal and written communication skills

- AED/CPR/First Aid Certified

- Proof of citizenship or legal status

Physical and Working Conditions

- Ability to take responsibility for the health and safety of others

- Ability to stand for several hours in the same shift; ability to lift 25 lbs.

- Fitness club environment

- Must follow OSHA, 92NY and Active Wellness safety standards

Benefits

- Health, Dental and Vision Insurance (Full Time)

- Health Flexible Spending Account (Full Time)

- Paid Time Off (Full Time)

- Parking & Transit Flexible Spending Accounts

- 401(k) (Eligible after 1 year of service + 1000 work hours)

- Legal Support Plan

- Employee Assistance Program & Mental Health Support Service

- Complimentary Club Membership and Discounts on Active Products (where applicable)

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Active Wellness LLC is an equal opportunity employer

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