Lead CX, Association Services & Customer Support - National Office (Remote)

YMCA of the USA is the national resource office for YMCAs throughout the United States. The Lead, Association Services & Customer Support provides operational leadership for enterprise customer experience, overseeing intake queues, omnichannel support, service standards, performance monitoring, coaching, and process improvement across Network Experience.

Responsibilities:

• Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience, ensuring alignment with Y-USA standards, organizational priorities, and customer-centered leading practices
• Lead day-to-day intake, triage, routing, and escalation processes across multiple queues, helping prioritize workload, resolve barriers, and ensure inquiries are handled accurately, consistently, and within expected service standards
• Champion consistent omni-channel support across phone, email, Salesforce cases, TalkDesk interactions, Teams, and other digital channels by reinforcing service expectations, promoting timely follow-through, and identifying opportunities to improve customer journey. Responsible for day to day upkeep of Call Center software including IVR settings, dashboard reporting, and metrics
• May supervise, coach, train, or provide day-to-day leadership to Customer Experience staff, fostering accountability, consistency, skill development, and confidence in service protocols, systems, escalation pathways, and YMCA values-based support
• Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score, using insights to inform priorities, recommend improvements, and strengthen service quality
• Use and support multiple enterprise systems and tools, including Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats to process inquiries, complete tasks, and support operational reporting
• Serve as a lead resource for frontline support and operational execution, helping connect day-to-day service activity with broader Network Experience goals, team priorities, and continuous improvement efforts
• Role is remote, based out of Central time zone with working hours typically 8amCT – 430pm CT; some travel may be required (no more than 10%)

Requirements:

• Bachelor's degree required in a relevant field such as Business, or related disciplines required
• 2-4 years of experience required
• Intermediate functional skills
• Some industry knowledge and experience
• Routine and advanced functional tasks
• Decision making authority within a defined scope
• Internal and external communication
• Moderate team influence
• Some supervision is required for tasks, leads self