Registration Supervisor, Youth Development bei YMCA of Greater Seattle

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Summary

With a focus on creating an exceptional customer experience, this position is responsible for the development and execution of integrated, aligned and standardized registration and post-registration policies and business procedures ensuring a best-in-class, consistent and compliant customer registration experience. Leads and manages the centralized team of Registrars. Works collaboratively and in partnership with the Child Care and Summer Camp Program Delivery District and Centers of Excellence creating a culture of connectedness and accountability. Responsibilities include customer experience and employee training and readiness. Must be an excellent communicator, able to evaluate and refine processes and lead with a focus on the customer experience and creating efficiencies.

What you'll get from working at The Y

• Membership to the YMCA of Greater Seattle for you and your household
• Medical, Dental, Vision, and Life insurance
• Retirement with generous employer contributions
• Free access to mental health resources
• Rapidly-accruing paid time off (PTO) available 
• Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs

Hiring range: $67,725.80-$70,000/year

• Develops, implements and executes standardized, consistent policies and business processes across all child care and camp programs. This includes processes related to registrations, modifications, payment arrangements, collections, roster creation and distribution and reporting.
• Provides leadership and manages the Registration Resources Team. Ensures proper execution of child care/summer camp registration and post-registration processes and complies with all organizational policies and procedures. Manages department human resources ensuring branches and sites are appropriately supported and customers are receiving excellent service in person and remotely.
• Hires, trains, supervises, and schedules the Registration Resources Team.
• Collaborates and partners with Youth Development and Centers of Excellence leadership to ensure centralized processes and procedures support program objectives and enhance the customer experience.
• Plays an integral role in the annual planning process related to school year and summer day camp.
• Take a leadd role in the management and administration of child care third party and subsidy processing (DSHS and City of Seattle). Ensures site staff accurately and timely report attendance information. Meets all state and city agency deadlines ensuring the Y receives and receipts all billable reimbursements.
• Provides best-in-class customer service to prospective, new and returning families, participants and third parties. This is done in person, by phone and through electronic/online formats and includes complex, sensitive, confidential and multi-faceted situations.
• Partners with Learning and Development team to develops training resources and deliver high-quality training to branch membership and program staff ensuring proficiency in handling camp/child care inquiries, complex payments arrangements and having sensitive personal conversations.
• Develops and performs thorough audits of camp and child care enrollments. Ensures all appropriate paperwork is collected, stored and available and accessible to necessary program staff.
• Provides technical support to program staff utilizing TadPoles (electronic attendance application) and TractionRec. Performs complicated data entry tasks and processes transactions that are complex in nature.
• Compiles and prepares necessary reports on a daily, monthly, quarterly and yearly basis and distributes to key stakeholders.
• Develops and maintains metrics to track progress of department and organizational performance indicators. Identifies and documents trends to bring forward to leadership.
• Works collaboratively with Marketing, Communications and Digital teams to ensure participants are receiving accurate, useful information.
• Other duties as assigned.

• Business Acumen.
• Communication.
• Critical Evaluation.
• Relationship Management.
• Ethical Practice.

Code of Conduct for Applicants

• 3-5 years of proven management experience in customer service, and/or child care with a demonstrated track record of success.
• Experience in managing and facilitating large projects, with the ability to positively promote change. 
• Experience building and developing centralized teams. 
• Ability and willingness to work a flexible schedule including nights and weekends as needed
• Demonstrated experience working with complex data and performing complex transactions within a large program management system.   
• Strong professional and organizational skills with attention to details, timeliness and follow-through.
• Proven track record of high accountability and transparency with business partners
• Direct experience and proficiency with Microsoft Office Suite and web-based electronic records.
• Must be successful in a fast-paced, changing environment, with the ability to meet multiple critical deadlines.   
• Ability to visit sites and community organizations
   

• Preferred working knowledge with a mainstream CRM (ACTIVE net, TractionRec, Daxko, etc.)
• Associate Degree in Business preferred. Other applicable education, training, and experience, which provide the knowledge, abilities, and skills necessary to perform effectively in the position will be considered.
• Prefer knowledge of and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.). Ability to speak any language in addition to English may be helpful.
• Remote work experience and supervision or remote staff experience desired.
• Familiarity with digital omni-channel customer support, case management,   preferred (TalkDesk, ZenDesk,  FreshWorks, five9, etc.) 

At the Seattle Y, we are an inclusive organization of people with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility. We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefit of employment. 

Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities. 

YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment.  Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by local, state, or federal law.

We are a drug & alcohol-free workplace; all job offers are contingent on the results of a background check and (on applicable jobs) drug screening, including screening for marijuana.  We participate in the Federal E-Verify system.

MISSION STATEMENT

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

OUR VALUES

• Respect
• Responsibility
• Honesty
• Caring
• Passion for Excellence