YMCA of the USA

Compliance

• Supports the development and continuous improvement of the enterprise compliance program to ensure alignment with regulatory, legal, and organizational requirements.
• Supports the implementation and advancement of the enterprise risk management framework, including risk identification, assessment, mitigation, and monitoring across functions.
• Prepares and delivers executive and board-level reporting to support the Audit, Compliance & Risk Committee in oversight of compliance and enterprise risks.
• Directs the development, maintenance, and operational integration of compliance policies and procedures to ensure consistent adoption and accountability.
• Works with business owners to design and implement compliance training and communication strategies to reinforce organizational expectations and promote a culture of integrity.
• Supports ethics reporting processes, including intake, triage, and oversight of compliance-related concerns to ensure timely and consistent resolution.
• Establishes compliance monitoring and audit processes to evaluate program effectiveness and identify opportunities for improvement.
• Oversees third-party compliance risk management to ensure vendors and partners adhere to organizational standards and contractual requirements.

Director, Compliance & Enterprise Risk Management – ERM

Customer Support

• Responsible for effectively responding to members, association staff, and general inquiries received in the ticketing system regarding YMCA association information, membership, childcare, and programs.
• Process ticket transaction requests per department guidelines on accounts in YMCA association specific operating systems (Daxko, Core, ActiveNet, Saleforce/Traction Rec and Amilia, etc.), including but not limited to, activation, cancellation, enrollment, unenrollment, registration, upgrades, downgrades, merges, changes, discount application, discount removal, financial assistance review and approval, generating fees, processing payments, scheduling payments and processing refunds.
• Assists with YMCA program entry and maintenance within association-specific operating systems.
• Respond to ticket submission and other email requests, within the expected timeframe of 2 business days or less, to meet or exceed the YESS Customer Experience Team SLA (Service Level Agreement) with YMCA associations.
• Complete daily, weekly or monthly audits of YMCA association data of new membership, childcare and program registrations, following audit guidelines, to ensure YMCA association accounts are accurate.
• Escalate issues as needed to supervisor.
• Responsible for learning and following published policies and procedures for the YMCA associations served and YESS Customer Experience Team, to optimally support guests, members, program participants and association staff.

YESS Customer Experience Specialist

Learning and Development

• Support training coordination and operational execution by managing administrative workflows related to course scheduling support, trainer and faculty communications, and training logistics in alignment with approved plans and defined governance standards
• Process registrations, payments, refunds, and reimbursements accurately and on time, partnering with finance, registration, and internal systems teams to ensure compliance with established policies and procedures
• Coordinate back office training operations including data entry, documentation, communications, and record maintenance to support accurate reporting and smooth delivery of learning activities
• Provide logistical and administrative support for national training events, including contract request coordination, travel and lodging support, materials fulfillment, registration monitoring, and post event processing
• Support instructor, trainer and faculty certification administration by assisting with application processing, tracking required retraining, maintaining records, and communicating routine status updates to trainers, faculty, and stakeholders
• Collaborate with Learning Centers and internal Y-USA partners to ensure accurate information flow, timely processing, and consistent service delivery across training operations
• Identify opportunities to improve efficiency and consistency within established training operations, processes, recommending enhancements while operating within defined standards and governance
• Provide general administrative and operational support to the Learning Centers function, including meeting coordination, scheduling, and other routine support activities as needed

Learning and Development Specialist – Training Operations

Director

• Provide senior leadership for early childhood education strategy, quality practices, and initiatives that advance Y-USA organizational priorities and strengthen local Ys.
• Translate national strategy and enterprise direction into clear, actionable frameworks, tools, and activation supports for local Ys, alliances, and service delivery partners.
• Guide the evolution of leading practices to ensure they are practical, scalable, and responsive to changing local Y and community needs.
• Directly supervise and coach multiple Directors of Strategy and Quality Practices, ensuring clarity of role, alignment of workplans, and accountability for outcomes.
• Foster a high performing, collaborative team culture rooted in achievement, relationships, and belonging.
• Provide strategic oversight across a portfolio of initiatives, ensuring prioritization, integration, and efficient use of resources.
• Lead systemwide adoption and integration of leading practices, tools, products, and solutions.
• Analyze data, signals, and industry trends to inform continuous quality improvement and innovation.
• Strengthen alignment between Y-USA strategies, alliances, service delivery partners, and enterprise shared services.
• Cultivate relationships with internal and external partners to advance innovation, policy alignment, and mission‑aligned outcomes.

Senior Director of Strategy & Quality Practices, Positive Youth Development, Early Childhood Education

• Advances organizational priorities by translating national direction into clear, actionable supports that strengthen local Y operational excellence and drive a healthier, more effective YMCA Movement.
• Leads efforts to build shared goals, strengthen alignment, and enhance the credibility of Y-USA strategies across local Ys, alliances, and service delivery partners to ensure coordinated and consistent impact.
• Develops and manages activation approaches that advance organizational priorities ensuring Ys and partners have the resources, guidance, and capacity to engage effectively.
• Engages the YMCA network to promote systemwide adoption of Y-USA Membership tools, products, and solutions; identifies bright spots; and provides programmatic support to Network Partners.
• Collects and analyzes Membership data, signals, and industry trends to inform continuous quality improvement strategies and identify opportunities for innovation.
• Collaborates with governmental, nonprofit, academic, and private partners to support national initiatives, increase influence, and advance mission aligned strategies.

Director, Strategy – Quality Practices

Director, Strategy – Quality Practices, Health and Wellness

QA Engineer

• Define and implement enterprise-wide quality engineering strategy
• Establish standards for testing, validation, and release readiness
• Design and implement scalable automation frameworks (API and integration-first)
• Build reusable automated test suites for critical business workflows
• Embed automated testing into Azure DevOps pipelines
• Validate cross-system integrations and data flows
• Define release validation and QA sign-off processes