Member Experience Supervisor - Neillsville Center

POSITION SUMMARY:

At the Marshfield Clinic Health System YMCA, we believe every interaction is an opportunity to create belonging. The Member Experience Supervisor plays a key role in ensuring members, guests, and families experience a welcoming, safe, and supportive environment where they can connect, engage, and achieve their goals. This position provides on-site supervisory leadership for the Neillsville Center, helping ensure the Welcome Center, Healthy Living Center, and overall facility operate smoothly while delivering an exceptional member experience. The Member Experience Supervisor supports staff, responds to member needs, and helps maintain a positive, welcoming, and well-organized environment throughout the facility. Working closely with the Chief Operating Officer, Healthy Living Director, Facilities Director, and Sanford Health facility staff, this position provides day-to-day operational and supervisory leadership for the Center, responds to member and facility concerns, and helps ensure consistent, high-quality service across areas of the facility while remaining aligned with the YMCA's mission, values, policies, and standards.

SCHEDULE:

This position is scheduled Monday through Friday, with flexibility to cover both a.m. and p.m. shifts. The position is generally scheduled 20–28 hours per week, with hours determined by seasonal membership volume, operational needs, and Association priorities.

QUALIFICATIONS & EXPERIENCE:

• Minimum age of 18 years.
• Prior experience in customer service, hospitality, recreation, fitness, or a membership based organization preferred.
• Previous leadership, supervisory, or team-lead experience preferred. Strong commitment to delivering an exceptional member experience and creating a welcoming, inclusive environment.
• Ability to multitask, prioritize responsibilities, and maintain an organized and efficient service environment.
• Strong interpersonal and communication skills, with the ability to build positive relationships with members, guests, staff, community partners, and the public.
• Ability to remain calm, exercise sound judgment, and take a solution-oriented approach when responding to member concerns, facility issues, or unexpected situations.
• Strong organizational skills and attention to detail.
• Experience handling cash, point-of-sale systems, or membership management software preferred.
• Working knowledge of Microsoft Office or similar software.
• Knowledge of cardio and strength-training equipment and general fitness-center operations preferred.
• Ability and willingness to learn and consistently apply YMCA policies, procedures, emergency protocols, and member-service standards.
• Willingness to obtain and maintain required YMCA certifications within the first 90 days of employment, including CPR/AED, First Aid, Child Abuse Prevention, Bloodborne Pathogens, and Hazard Communication, and to participate in ongoing training and professional development.

BENEFITS OF WORKING WITH THE YMCA:

• Free YMCA facility membership (a value of over $1,000)
• Professional Development through Y-USA’s learning & development programs
• YMCA Child Care discounts (based on availability in Child Care Program)
• YMCA Program discounts

Pay: $16.00 - $22.00 per hour

Expected hours: 20.0 – 28.0 per week

Benefits:

• Flexible schedule

People with a criminal record are encouraged to apply

Work Location: In person