The Senior Team Leader position is a high-profile leadership position that is responsible for helping the Branch Executive Leader with the overall direction, coordination, operation, and success of the Branch. The Senior Team Leader will ensure the Branch meets or exceeds financial goals, while providing remarkable leadership in areas of member experience, team member experience, new membership growth, in-Branch business performance, and member participation.
The Senior Team Leader will provide daily support to a team of 50+ team members and offer ongoing leadership, motivation, and development. They are responsible for casting, coaching, communication, alignment, and holding Department Leaders accountable (both direct and non-direct reports) to collective Greater Philadelphia YMCA expectations. The Senior Team Leader will also act as the Branch ambassador to provide each member a great experience.
Leadership Expectations for All Senior Directors:
Create a member centric culture that prioritizes the member experience and delivers on Branch goals
Anticipate staffing needs, talent plan and recruit – both long and short term.
Personalize recognition and appreciation to reinforce critical member service behaviors and promote a positive team and member centric culture.
Establish a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical behaviors.
Understand business reporting and Member insights (surveys) to understand, troubleshoot and follow up on opportunity areas.
Creates and sustains an environment that values all people for their unique talents. Takes an active role in promoting and leveraging practices that support diversity, inclusion, global engagement and cultural competence.
Quickly respond to any negative member experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the Member.
Create a scheduling plan in partnership with your Team Leaders based off of monthly and weekly business workload and guest traffic.
Demonstrate a culture of ethical conduct, safety, and compliance. Lead team to work in the same way and hold others accountable to this commitment.
Work a schedule that aligns to member and business needs (this includes early morning/overnight shifts, evening and weekends).
What You Will Do:
Provide leadership in the delivery of quality within the YMCA aquatic department.
Ensure that all instructors are trained and provide programs that meet member needs and YMCA standards.
Responsible for overall implementation of the Swim Team.
Monitor all aquatic programs and staff for safety, quality and member service.
Provide program enhancements to ensure that member needs are being met in line with Association guidelines.
Supervise staff and ensure appropriate staffing of pool and programs.
Responsible for staff in-service training, feedback, and staff audits to ensure program quality.
Complete weekly maintenance checklist. Complete pool logs on a regular basis.
Conduct lifeguard and safety audits daily.
Perform pool maintenance duties in accordance with OSHA Hazardous Materials Precautions. Hose down pool deck, put away all equipment. Perform water quality testing. Perform regular surveys of pool and filter room.
Implement the Aquatic Budget.
Serve as a member of the management team and Leader on Duty for the facility.
Actively campaign for the Annual Campaign and work to develop donors and volunteers. Provide leadership to the Aquatics Quality Team.
Provide excellent service to members and participants. Communicate all pool rules and ensure that you are accessible and identifiable.
Qualifications:
Bachelor’s degree in related field
3-5 years of experience with current ARC Lifeguard/Water Park, CPR for Professional Rescuer, First Aid, Administering Emergency Oxygen and YMCA Swim Lesson Instructor certification with 2 years of related experience.
5+ years experience in fitness, retail, recreation management or hospitality industries
5+ years experience managing 50+ team members
5+ years experience managing Profit and Loss (P&L) statements/revenue/EBITDA budgets
Experience providing high-end member service and managing member concerns
Pursue CPO and applicable certifications related to your location within 6 months.
About the Greater Philadelphia YMCA:
Every team member at the Greater Philadelphia YMCA is guided by our principle of Connecting People to Healthier Lives. That connection with members and to each other is seen and felt across every department. As part of our team, you will have the opportunity to make a profound difference in a cause-driven organization, where social responsibility permeates the culture. As one of the largest YMCAs in the country, serving over 240,000 members and participants in 6 counties with 4,700 employees, we have the size and scope to make real and positive change in the communities we serve.
