Manager on Duty

Careers by Empowering Futures, Building Communities

Imagine going to work each day knowing that your efforts positively impact individuals and communities. As a global movement and the nation’s leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility, the YMCA of Greater San Francisco offers more than just a job—we offer a career with a future and the opportunity to make a lasting difference in your community. At the Y, you can uncover your passion and build a lifelong career addressing some of the nation’s most pressing social issues.

Our Organizational Culture

At the YMCA of Greater San Francisco, we are committed to demonstrating values that aim to building strong communities where you can Be, Belong and Become. With Truth & Courage, we strive to understand and act on individual and societal truths. We ensure a safe and inclusive environment with Authenticity & Accessibility, allowing everyone to participate according to their needs. Our approach is Dependable & Creative, as we respond to community needs through strong partnerships. Above all, we embody Dignity & Empathy, treating everyone with respect and compassion, and recognizing the inherent dignity in all individuals.

Position Summary

The Manager on Duty serves as the lead staff member during assigned shifts, providing oversight of facility operations and supporting program areas when department supervisors are not present. This role plays a key part in ensuring a safe, welcoming, and mission-driven environment for members, staff, and guests.

The ideal candidate brings strong communication skills, sound judgment in dynamic situations, and a commitment to delivering excellent member experience. Responsibilities include supporting daily operations, responding to member inquiries and concerns, assisting in emergency response, and ensuring adherence to YMCA policies and safety standards.

This position contributes directly to member satisfaction and retention by fostering a positive atmosphere aligned with the YMCA’s core values of caring, honesty, respect, and responsibility. Staff in this role play a vital part in engaging the community, supporting program success, and upholding the Y’s commitment to service and inclusion. Performance will be evaluated within the first 90 days to ensure alignment with organizational goals and service expectations.

Job Responsibilities

• Shift Leadership & Facility Oversight
  • Serve as the Manager on Duty during scheduled shifts, ensuring smooth facility operations and a safe, welcoming environment for all.
  • Conduct regular walk-throughs to maintain a clean, safe, and accessible facility, and report any issues to the facilities team.
  • Navigate day-of staffing needs, including resolving coverage gaps and facilitating staff break schedules.
  • Uphold YMCA safety protocols, risk management practices, and emergency response procedures.
• Staff Communication, Training & Support
  • Serve as the primary point of contact for on-shift staff, ensuring effective communication of updates and protocols across departments including Wellness, Lifeguards, Member Services, and Youth Programs.
  • Coach and mentor Member Services staff, providing real-time feedback and guidance to reinforce best practices, including Cause-Driven Tours.
  • Support onboarding and on-the-job training in collaboration with the Membership Director.
  • Embrace the Y’s coaching culture, fostering a supportive environment through leadership and example.
• Member Engagement & Experience
  • Deliver exceptional member service by modeling YMCA values and using the Member Engagement Principles: welcome, connect, support, and invite.
  • Conduct high-quality, personalized tours for prospective members and support them in selecting appropriate membership options and programs.
  • Build positive relationships with members and guests to promote retention and satisfaction, advocating for member needs and connecting them to Y programs and resources.
  • Respond to in-person inquiries, phone calls, voicemails, and membership-related emails in a timely and professional manner.
• Administrative & Technical Responsibilities
  • Become proficient in YMCA systems including Salesforce, Mindbody, and other member/staff platforms to support day-to-day operations.
  • Manage scheduling and reservation processes through Mindbody for staff, group exercise classes, pool access, and other appointments.
  • Own additional member services processes such as scheduling, data tracking, or program coordination as assigned by the Director.
  • Maintain up-to-date knowledge of YSF offerings, resources, and virtual tools to effectively communicate with and support members.

Minimum Qualifications

• 18+ years old
• High school diploma or equivalent
• Must be available for opening or closing shifts and one weekend day
• 1+ year of customer service experience
  Good working knowledge of Microsoft Office
• YMCA approved CPR and First Aid Certification (within 90 days of hire)

Preferred Qualifications

• • Bachelor’s degree or equivalent
• • 2+ years of customer service
• • Bilingual skills in English and Spanish
• • CRM software experience

Work Environment and Physical Demands

This position operates in a dynamic community center environment that includes interaction with members of all ages, staff, and volunteers. The role requires the ability to remain on your feet for extended periods, navigate throughout the facility, and occasionally lift or move up to 25 pounds. The ability to respond quickly to emergencies, including administering basic first aid or assisting with facility evacuations, is essential. Noise levels can vary, and the environment may be fast paced during peak hours or special events.

Disclaimers

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.
• All duties and responsibilities are essential job functions, subject to reasonable accommodation. The YMCA promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees. Please contact your manager if you have any questions about this policy or these job duties.
• This job description may not be all-inclusive, and employees are expected to perform other duties as assigned by management. Job descriptions and duties may be modified by management as needed.
• Job offers are conditional and contingent upon background clearance. Pursuant to the San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment.

Salary Description

The Manager on Duty position offers a Salary range of $22.10 – $26.00/ Hour. Based on experience, qualifications, and alignment with salary benchmarks for similar roles. Compensation is in accordance with grant funding approval and program budget requirements.