General Manager, Member Experience

Be the Spark that ignites the potential in people!

At our YMCA, we believe in the power of people. Every day, our dedicated employees and volunteers bring energy, positivity, and inclusivity to everything they do. They are the spark that ignites potential in others—helping individuals grow, thrive, and truly belong.

When people feel connected and supported, communities become stronger, more resilient, and full of life. That’s the impact of people-powered change. Together, we create welcoming spaces where everyone is valued, differences are celebrated, and possibilities are endless. Be the spark. Shine bright. Help others shine too.

About the Role

The General Manager – Member Experience at YMCA of Northern Alberta is a key member of the Health Fitness and Aquatics (HFA) leadership team, providing strategic direction and oversight to five integrated program areas: Adult Fitness, Aquatics, Day Camp, Child & Youth, and Membership.

The General Manager leads a team of four Program Managers responsible for these program areas, providing direction, coaching, and accountability to ensure strong operational leadership, program excellence, and a consistent, high-quality member experience across all locations and services.

Responsibilities

Strategic Program and Membership Leadership

• Lead the development and execution of annual program and membership priorities aligned with HFA and association strategies.
• Provide leadership, support, coaching, and oversight across Adult Fitness, Aquatics, Child & Youth, Day Camp, and Membership program areas.
• Partner with centre leadership to ensure consistent, high quality program and membership experiences across all sites.

Program Research, Development and Innovation

• Lead program research and development through analysis of participation data, member feedback, industry trends, and community needs.
• Identify, pilot, and advance new program concepts and service models that enhance relevance, accessibility, and member experience.
• Champion a culture of innovation and continuous improvement while maintaining operational discipline and program quality

Quality, Service & Risk Management

• Ensure programs consistently meet YMCA safety, quality, and service standards.
• Champion The Y Way implementation, quality reviews, risk management practices, and compliance with YMCA policies, standards of practice, and legislative requirements.

Program Planning & Calendar Oversight

• Develop and oversee the annual program calendar, including session schedules, registration timelines, and planning milestones.
• Collaborate with centre and association teams to support effective planning, launch readiness, and smooth membership and registration cycles.

Systems, Data & Salesforce Enablement

• Act as the system lead for Salesforce as it relates to HFA programs and membership, with a strong working understanding of system functionality, data structures, and reporting capabilities
• Ensure accurate, timely, and consistent program and membership data within Salesforce and related systems.
• Support effective program setup, reporting, and system alignment so that programs are designed to work seamlessly with enterprise systems.
• Use data and insights to inform decision making, performance monitoring, and sales enablement.

People Leadership & Collaboration

• Coach, develop, and support Program Managers and leaders, fostering strong leadership capability, accountability, and succession planning.
• Establish clear expectations, provide regular feedback, and support performance development.
• Work collaboratively with stakeholders across the association, including IT, Marketing, Finance, Fund Development, and Operations General Managers, to achieve shared outcomes.

Financial Stewardship & Growth

• Contribute to financial planning by aligning program design, pricing, and participation strategies with revenue and sustainability goals.
• Monitor program performance and trends to support informed decisions that balance quality, access, and financial viability.
• Demonstrate a commitment to philanthropy and partnership activities that advance association objectives and enhance member engagement.

Qualifications

• University Degree in Recreation, Kinesiology, Community Development, Business, or a related field.
• 7-10 years of progressive leadership experience in program based, membership driven, or service oriented environments.
• 3–5 years of senior or multi team management experience overseeing complex programs and teams.
• Intermediate (Standard) First Aid and CPR-C.
• Able to o