Chief Operating Officer

POSITION SUMMARY: 

The Chief Operating Officer (COO) drives the work of the South Shore Y, a leading non-profit charitable organization committed to strengthening community through Youth Development, Healthy Living and Social Responsibility.  The COO serves on the President & CEO’s executive management team and ensures the success of every operational site.  The COO positions the Y as a community convener and collaborator to address critical community social issues. 

The Chief Operating Officer (COO) is responsible for the success of the entire operating budget of $41M, serving 12 communities, approximately 850 - 1,200 employees and more than 42,000 members.    

OUR CULTURE: 

Our Mission and core values are brought to life by our culture.  At the South Shore Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all.  We are a place where you can belong and make a difference.  We are genuine: we believe in you and your potential to become a catalyst in the world.  We are nurturing: we support you in your journey to develop to your full potential.  We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you. 

ESSENTIAL FUNCTIONS: 

• Supervise Vice Presidents and Directors to ensure sound operations.  Addresses the root cause of systemic issues rather than symptoms. 

• Provide leadership and direction to each segment of the organization through coaching Vice Presidents and Directors. 

• Provide overall direction to volunteers. 

• Partner with the Board and community to ensure the Y is identifying and meeting community and inclusion for all. 

• Monitor monthly financial reports to ensure that revenue targets are met and expenses are controlled. 

• Produce regular reports on Key Performance Indicators (KPI) including dashboards and detailed analysis of all components of our Association including membership and program areas. 

• Ensures the operational growth of the YMCA through program expansion, member recruitment and retention, pricing strategies, new site development, collaborations, mergers and acquisitions.  Guide the organization to make tough choices about what to stop, start and / or continue.  

• Create effective, sustainable, organization-wide collaborations. 

• Lead Vice Presidents and Directors in each segment of the organization to ensure sounds operation principles are in practice.  Accountable for the financial performance of each segment. 

• Responsible for maintaining, revising and implementing programs throughout the organization to guarantee faithfulness to the YMCA purpose, high quality and YMCA standards. 

• Facilitate and foster a team-based culture throughout the organization where everyone has responsibility and accountability for the success of the organization. 

• The COO is responsible for protecting the institution against any possible damage to its reputation, liability and indignity.   

• The COO will negotiate all of the operational contracts and prepare for the President & CEO to sign.  The COO will provide construction project management. 

• The COO will oversee all employment and liability legal work for the Association acting as the liaison between legal counsel and actions taken by the Y. 

• COO will be responsible for leading emergency procedure readiness, actions and crisis communication planning and execution, acting as the liaison between risk management insurance provider and actions taken by the Y.    

• The COO is responsible for the successful operation of all business units within the Association, including supervision of Vice Presidents and Directors as assigned, policy and procedure implementation, member experience, member engagement and sales, membership development and retention, program development and quality, budgeting and financial results.  The COO will help create an operational and cultural environment where staff are engaged, innovative and not afraid to fail.  The COO will benchmark our results against best practices, provide their best effort and focus their energy on the priorities set forth by the President & CEO to achieve the best outcomes for members and community.  The COO will be comfortable making decisions through data driven resources and comparing key performance indicators (KPI’s) and detailed analysis of membership and program areas. 

• This position requires a team player with the ability to effectively work with stakeholders in the community, members, staff and volunteers. A key competency requirement of the COO is to multi-task and manage time proficiently, create, shape and track the strategic direction, and execute business plans both new and existing with the Board of Directors. 

• The COO must have proven broad leadership skills and the ability to achieve organizational and community change. The COO must be future-oriented, a sound planner and organizer to establish and direct the achievement of long-range strategic goals. 

• The COO will manage their own Development portfolio of relationships and assist with fundraising activities/events to strengthen, support, and build community. 

• The COO will manage an overall Association budget of $41+ million, including a mix of membership, programming, and facilities, and also engage the Board of Directors frequently under the direction of the President & CEO. 

PROGRAM MANAGEMENT 

• Oversee program activities to meet the needs of the community and fulfill YMCA objectives. Establish new program activities and expands programming within the community in accordance with strategic and operating plans. Special emphasis on supporting family themed offerings to our Household Membership segment.   

STAFF ENGAGEMENT AND DEVELOPMENT 

• Directly supervise and lead multiple layers of staff; develop a team-based environment to motivate and inspire staff to work collaboratively toward vision and goal by clearly communicating vision, implementing yearly staff development plans and mentoring. Coordinate with the leadership team to identify and create leadership and professional development opportunities for staff. 

• Implement policies and procedures to optimize efficiency and effectiveness and mitigate risks across departments, programs, facilities and member services. 

• Establish staffing plans to achieve goals and objectives.  Approve hiring decisions for new VP and Director level staff. 

• Ensure records of staff certifications are current and complete.  

ORGANIZATIONAL LEADERSHIP AND STRATEGY 

• Lead the overall development, strategic planning, and fiscal management of operational activities serving: 12 communities, all camps, departments, 1,000+ staff and 42,000+ members. 

• Implement policies and procedures to optimize efficiency and effectiveness, mitigate risks across departments, facilities and member services. 

• Cultivate relationships with community stakeholders, government agencies and partner organizations to strengthen the YMCA’s presence and impact in our service area; serve as liaison to key agencies and partners. 

• Represent the Y at public events, forums and networking opportunities to promote our mission and build strategic alliances. 

• Represent the Association on relevant internal and external volunteer committees and task forces, boards and outside speaking engagements, conference panels and trainings. 

• Manage own Development portfolio of relationships and assist with fundraising activities/events to strengthen, support, and build community. 

STRATEGIC PLAN INTEGRATION 

• In partnership with the Board of Directors and President / CEO, implement the Association’s strategic vision, as well as develop and implement new initiatives that reflect the organization’s mission. 

MEMBERSHIP ENGAGEMENT & DEVELOPMENT 

• Develop and execute strategies to attract, retain, and engage members, ensuring a high level of satisfaction and loyalty. 

• Monitor and analyze membership trends, feedback, and needs to inform program development and service enhancements. 

• Coordinate with Marketing and Communications to promote membership benefits and initiatives. 

• Emphasize on the Household membership segment to align with strategic initiatives.  

FINANCIAL MANAGEMENT, DATA EVALUATION, AND SUSTAINABILITY 

• Work closely with the CFO and team to develop and manage the annual operating budget and ensure alignment with the Association’s strategic vision. 

• Monitor financial performance regularly and monthly to identify opportunities for revenue generation and cost savings. 

• Work in regular partnership with leadership to accurately forecast changes to operations and create corrective action plans as necessary. 

• Ensure the delivery of qualitative and quantitative goals and outcomes of operational activities. 

• Work collaboratively to coordinate and analyze the appropriate data to inform operational decision-making.  Implement corrective measures when required.   

FACILITIES & REAL ESTATE STRATEGY MANAGEMENT 

• Develop and manage the strategic plan for facilities and real estate, including acquisition, leasing, maintenance, and development. 

• Oversee the management of physical assets, ensuring they meet the needs of the organization and are maintained to the highest standard. 

• Collaborate with external vendors, contractors, and real estate professionals to negotiate contracts and manage projects. 

• Ensure compliance with all relevant regulations and standards related to facilities and real estate. 

• The COO will negotiate all of the operational contracts and prepare for President / CEO to sign. 

VOLUNTEER DEVELOPMENT 

• Build, develop, and support volunteer recruitment and satisfaction. 

COMMUNITY INVOLVEMENT & SUPPORT 

• Manage your own portfolio of relationships.  Assist in YMCA fundraising activities / events and engage in collaborative relationships with community organizations to strengthen support and build community. 

BOARD RESPONSIBILITIES 

• Work directly with assigned committees of the Executive Board to explore strategies, develop policies, oversee policy implementation and meet the related needs of the Executive Board. 

YMCA COMPETENCIES – Organizational Leader 

Mission and Community Oriented – Model and teach YMCA values, inclusion activities, strategies and initiatives; ensure high-level service.  

People Oriented – Effectively communicate with audiences of all levels; listen for understanding when dealing with conflict; provide staff with feedback, coaching, guidance and support. 

Results Oriented – Provide guidance for making decisions. Develop plans and manage best practices through team engagement and hold staff accountable for high quality results. Effectively manages budgets and cultivates relationships to support fundraising. 

Personnel Development 

Directly supervise and lead multiple layers of staff; develop a team-based environment to motivate and inspire staff to work collaboratively toward a common vision and goal by clear communication, implementing yearly staff development plans and mentoring. Coordinate with the leadership team to identify and create leadership and professional development opportunities for staff. 

Implement policies and procedures to optimize efficiency and effectiveness and mitigate risks across departments, programs, facilities and member services. 

Establish staffing plans to achieve goals and objectives.  Approve hiring decisions for new VP and Director level staff. 

QUALIFICATIONS: 

• A minimum of ten (10) years of organizational executive leadership experience in a nonprofit, overseeing multiple locations and programs ideally at an organization serving diverse communities. 

• Strong community awareness and astuteness. 

• Passion for the Association’s mission and purpose and an ability to communicate this passion to others. Strong financial acumen; knowledge of fiscal management principles, planning, budgeting, and reporting. 

• Demonstrated experience leading and managing a high-performing team in a multi-site structure that includes professional development and mentorship. 

• Comprehensive working knowledge of membership acquisition and retention, volunteer recruitment, philanthropy, organizational structure, budgeting, administrative operations, fundraising and integrating them effectively. 

• Demonstrated ability to analyze and compile complex data for planning and reporting purposes. 

• Excellent communication skills, both written and verbal, with the ability to represent the organization internally and externally across a wide range of stakeholders and constituencies. 

• Strong relationship builder with the ability to find common ground, build consensus and strengthen collaboration among diverse stakeholders. 

• Ability to successfully navigate in a fast-paced, outcomes-driven and entrepreneurial environment. Demonstrated commitment to the core values of caring, respect, responsibility and honesty. 

• Bachelor’s degree required. 

• YMCA Organizational Leader certification required or obtained within agreed timeline. 

• Demonstrated knowledge and experience in all aspects of operations, including staff supervision and development, membership practices, program development and implementation, volunteerism, facility and property management and financial practices. 

• Understanding of the nature and purpose of the YMCA and the respective roles of volunteers and staff. 

• Ability to relate effectively to diverse groups of people from all social and economic segments of the community. 

• Track record of building authentic, constructive relationships with others. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is often required to: climb stairs, bend, stoop, kneel, twist, reach with hands, sit or stand for an extended period, walk, lift and/or move up to 50 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity.