Director, Centralized Intake - National Office (Remote)

Overview

The Director, Centralized Intake will provide leadership, capacity building and resource deployment for all Service Delivery System Intake.  This position will facilitate strategy development, training and identify system-wide opportunities and needs. Through appropriate communication, relationship building and influence this role will be responsible for supporting and coaching the Y Network and Y-USA staff to ensure best-in-class customer experience. This position will ensure that the Service Delivery System has a unified, world-class customer experience that results in the delivery of a customer experience in a consistent, efficient, and effective manner. The Director will ensure that all the doors to the Service Delivery System have the support and systems needed to deliver a world-class customer experience. The Director will collaborate with other teams at Y- USA, local Ys, and external partners to lead the implementation of approaches that align with organizational priorities to advance access to and engagement of community-based services across the Y Movement.

This position will serve on the Network Experience Team. The Network Experience portfolio includes the operations of the service system including alliances, service delivery partners and hubs, as well as the execution of CEO search and thriving Y work, leadership and facilitation of our innovative priorities, oversight of safety & risk protocols, emergency response support, the implementation of certification and membership standards, strategic intervention, knowledge management and the continued advancement of equity related to health access, social determinants of health, academic achievement, food insecurities, boys and young men of color, community and civic engagement, mental health, housing, workforce development and core membership and program delivery.

YMCA of the USA is a work from anywhere in the U.S. workplace.

Responsibilities

Unify and Equip the Network:

• Build and maintain relationships with Ys across the Network to build credibility of Y-USA strategy and supports.
• Align practices and strategies across the Network to create shared systems, processes, goals and outcomes for engagement and activation of Leading Practices and strategic solutions.
• Develop a Customer Experience Framework for Y-USA’s Service Delivery System
• Build the capacity of the Network to support Y-USA’s Customer Experience process
• Ensure that the channels of the Service Delivery System are aligned and in support of the Practice Leadership Strategy

Provide Leadership to Centralized Intake for Y-USA’s Service Delivery System:

• Supervise the Customer Experience Team.
• Advance implementation and dissemination efforts to ensure Ys, Service Delivery Partners, and other key stakeholders have the resources they need to effectively implement a multi-door Service Delivery System.
• Lead the Centralized Customer Experience Team at Y-USA, provide intake for all areas of the Service Delivery System.
• Drive and support strategy development and execution for the Y Network and department leaders at Y-USA for common customer experience.
• Lead the implementation and continuous quality improvement of a Centralized Intake function to ensure the multiple door strategy
• Develop and maintain a comprehensive product and services menu for Ys
• Continue to develop content, process methods, and the development of resources and tools to support customer experience.
• Partner with Network Partners and department leaders at Y-USA to all are equipped to deliver a consistent customer experience that aligns with organizational priorities.
• Manage execution of approaches to support organizational priorities to include diversity, equity, and inclusion
• Performs other duties as assigned.

Guide Continuous Quality Improvement:

• Foster a continuous growth strategy for the Service Delivery System at YMCA of the USA.
• Identify areas for continued efficiencies in intake and service.
• Ensure systems needed to deliver a consistent, high-quality customer experience are in place and utilized with fidelity.
• Gather data and trends to utilize for continuous quality improvement of practices.
• Delivery regular and relevant reporting of all system activity
• Identify opportunities for introduction back into the Innovation Process.
• Ensure alignment and fidelity of Y-USA’s Service Delivery System across all channels.

Manage Systems to Support Engagement and Activation of the Network to support YMCA Leading Practices and Strategic Mobilization around Emergent Needs:

• Ensure that Practice Leaders are equipped to leverage the YMCA network to: (a) increase adoption and usage of Y-USA developed products/solutions; (b) identify bright spots; (c) provide programmatic support to Network Partners.
• Manage utilization of existing systems to ensure seamless support to the Y

This position will advance the overall strategic direction of YMCA of the USA through efficient and effective development and deployment of assigned services. This will enhance the ability of the organization to serve the needs of the YMCA Movement and its constituent parts.

Qualifications

• Bachelor’s degree is required. Master’s Degree in Business or Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy is preferred.
• Minimum 10 years of experience working collaboratively and building partnerships with staff of local YMCAs or other community-based organizations to implement organizational priorities is strongly preferred.
• Minimum 10 years of experience building strong relationships among a wide variety of stakeholders (government officials, community-based organizations, school officials, members of faith- based institutions, other non-profits, and community members) to advance a common cause is strongly preferred.
• Minimum 10 years of experience working with or within Ys to reach and support community members in the Leading Practice area preferred.
• Experience working within YMCA of the USA’s Service Delivery System is preferred.
• At least two of the preferred work experiences and/or preferred education are required. 
• Experience supervising and leading staff is preferred.
• Project management experience is preferred.
• Ability to travel approximately 20% of the time.
• Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills is required.
• Must possess excellent analytical, problem-solving skills, and be able to comply with all administrative processes.
• Excellent verbal, written and interpersonal communication and presentation skills are required.
• Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, mentoring is required.
• Excellent time management skills, initiative, and the ability to take direction.
• Demonstrated ability to influence others to achieve objectives is required. 
• Requires a commitment to the YMCA character development values of caring, honesty, respect, and responsibility.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

Benefits

We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the U.S. workplace.

Posted Salary Range