Senior Program Director Jobs in Franklin, MA (NOW HIRING)

Under the direction of the Executive Director, the Wellness and Membership Director plays a leading role in sustaining a member-first culture through collaborative teamwork, relationship-building with members and participants, and enhanced wellness experiences that meet the evolving needs of the community. As a key influencer of positive and effective member service, this position directs all membership activities for the branch, including recruitment of new members, retention of existing members, and supervision of assigned staff, including part-time membership and welcome center team members. The Wellness & Membership Director is also responsible for the strategic oversight of all wellness programming. This includes coaching and developing the Healthy Living team, achieving strategic wellness goals, and connecting member feedback and community needs to decision-making within the wellness department.

ESSENTIAL FUNCTIONS:

· Champions the needs of members and the community by sustaining a welcoming, inclusive, and solutions-oriented environment across the Welcome Center and all member facing spaces.

· Implements membership strategies that support recruitment of new members and retentions of existing members through impactful tours, referrals, outreach initiatives, tabling events, and employer partnerships.

· Leads onboarding systems that include welcome calls, check-ins, orientation scheduling, and guided pathways into programs to strengthen early engagement and long-term retention.

· Maintains a consistent and visible presence throughout the branch to support staff, connect with members, and create meaningful first impressions and ongoing relationships.

· Models relationship-building skills (including Listen First) in all interactions, fosters a culture of innovation and resolves issues to ensure member satisfaction through documentation, follow-up, and service recovery strategies.

· Tracks and analyzes membership and engagement data(joins, cancellations, tour conversions, referrals, retention touchpoints) to refine outreach strategies and improve member experience outcomes.

· Provides strategic oversight for wellness programming including group exercise, personal training, small group coaching, wellness challenges, specialty events, and youth orientations to ensure high-quality and inclusive offerings.

· Maintains consistent schedules and refreshes program formats seasonally based on participation, trends, feedback, and community needs.

· Recruits, hires, trains, develops, schedules, and directs wellness personnel (instructors, trainers, and coaches) while ensuring high standards of professionalism, preparedness, and member connection.

· Develops wellness engagement initiatives that inspire participation, strengthen belonging, and invite new audiences into the Y through creative programming and incentives.

· Represent the YMCA's wellness mission at community events, school visits, partner meetings, and health fairs while building relationships with local employers, schools and health organizations to expand access and visibility.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience.

Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

· Education & Certifications: Bachelor's degree in human services, recreation, business, or a related field preferred; equivalent experience considered.

· National Personal Training/Group Exercise Certificate Preferred. Example: ACE, ACSM, AFAA, NASM.

· CPR and First Aid Certifications will be required.

· YMCA Team Leader/Multi-Team Leader certification preferred.

Background & Experience:

· Five or more years of management experience as a coordinator or leader of health and wellness programs.

· Ability to direct assigned operations including volunteer development, staff supervision, budget development and monitoring, marketing and public relations, and program development.

· Ability to establish and maintain collaborative partnerships with community organizations.

· Supervisory experience in a member/customer service-related role required.

· Flexibility in work schedule, including evenings and some weekends.

· Excellent organizational, member engagement, staff development, administrative, and communication skills.

· Knowledge and experience working with diverse populations preferred.

· Ability to understand and comply with YMCA Child Abuse Prevention policies.

· Completion of criminal background check and screening in accordance with YMCA standards.

· Completion of required Child Abuse Prevention training prior to and throughout employment.

· Demonstrated ability to maintain appropriate boundaries with youth.

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.