YMCA of Greater Seattle Registration Resources Manager in Seattle, Washington
With a focus on the 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.
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 District Four 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.
Oversees 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 ACTIVE Net. 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job operates in a professional office environment. This role routinely uses standard office equipment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position, and hours of work and days are generally Monday through Friday, 8:30 a.m. to 5:00 p.m. Hours will shift during summer months so must be flexible. Occasional evening and weekend work may be required as job duties demand.
Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.
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.
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 EDUCATION AND EXPERIENCE
Preferred working knowledge of ACTIVE Net database.
Associate Degree in Business preferred
The YMCA of Greater Seattle is an equal opportunity employer committed to diversity, inclusion, and equity. We are a drug & alcohol-free workplace; all job offers are contingent on results of a background check and drug screening, including screening for marijuana.
Type Regular Full-Time
# of Openings 1
Location Association Office
Address 909 4th Avenue