Welcome Center Manager

The Eugene Family YMCA is a leading nonprofit charitable organization dedicated to strengthening communities through youth development, healthy living, and social responsibility. As part of the YMCA network, the Eugene Family YMCA brings to life its mission and core values through a culture that is welcoming, genuine, hopeful, nurturing, and determined. The organization prides itself on being a place where people can belong and become, offering a supportive and inclusive environment that values individuality and fosters personal growth. At its heart, the YMCA focuses on building a stronger community by encouraging positive relationships and engagement among members, staff, volunteers, and program participants. This commitment is reflected in the organization's “Listen First; Achievement, Relationships & Belonging;” and “The Most Welcoming Place on Earth” initiatives, which guide the behaviors and interactions within the YMCA community.

The Welcome Center Manager role at the Eugene Family YMCA is a full-time, exempt position within the Member Experience department, reporting to the Guest Services Director. The role operates on a work schedule of Tuesday through Saturday with a minimum of 40 hours per week, though flexibility may be required for special events or other operational needs. This position plays a critical part in reinforcing the YMCA's mission by ensuring an exceptional guest experience and fostering a welcoming environment. The Welcome Center Manager is charged with leading and managing the Welcome Center staff, which includes Managers on Duty (MODs), Membership Representatives, and volunteers. They provide direct leadership, operational oversight, and strategic support to ensure seamless functioning of the Welcome Center and excellent member engagement.

Key responsibilities involve recruiting, hiring, onboarding, training, scheduling, coaching, and developing staff to uphold the YMCA's hospitality standards and operational protocols. The Welcome Center Manager collaborates closely with the Guest Services Director and other YMCA departments to promote cross-functional communication, support membership engagement and retention efforts, and maintain safe, efficient facilities. The role demands a high level of organizational skills to manage schedules, operational workflows, and reporting requirements while maintaining confidentiality and integrity regarding sensitive information.

This leadership position also requires the manager to act as a role model for the YMCA's culture and values, embodying behaviors that promote belonging, engagement, inclusion, and guest satisfaction. They are responsible for ensuring staff understand and properly utilize YMCA software systems, membership tools, and reporting procedures while conducting regular quality assurance reviews and staff performance coaching. The manager plays a key role in identifying opportunities for continuous improvement within operational processes and guest experience outcomes.

The physical demands of this role include prolonged periods of computer use, frequent sitting and reaching, ability to stand for extended times, and occasional lifting of items weighing between 25 to 60 pounds. The work environment ranges from moderate to sometimes loud during peak periods. The manager must maintain a valid Oregon driver’s license and meet YMCA driving standards throughout their employment.

Overall, the Welcome Center Manager is essential to creating a positive and nurturing environment where all individuals feel valued, supported, and connected to the Y community. By fostering trust and respect, this role ensures the Eugene Family YMCA remains the premier destination for community wellness and engagement.