YMCA of Greater Cleveland
  • 25-May-2018 to 01-Dec-2018 (CST)
  • Finance - Leadership
  • Cleveland, OH, USA
  • Salary
  • Full Time

Medical, Dental, Vision, Retirement, Paid Time Off, Free Parking


The YMCA of Greater Cleveland is a community based, charitable organization that embraces collaboration to build strong kids, strong families and strong communities.  Join our Greater Cleveland YMCA team in living our cause and helping to provide quality, safe and healthy programs and services in our community.

Position: Director of Revenue Operations

YMCA of Greater Cleveland has an immediate need for a Director of Revenue Operations who will be primarily responsible for leading revenue operating system optimization, maintenance and usage as well as future design and implementation of new functionality for the YMCA. The operating system will support the accurate billing and revenue recognition, payment processing, tracking, scheduling, and engagement of our Members, Program Participants, Donors. This position will lead central back office teams that ensure billing and payment accuracy on accounts, deliver branch support, escalated customer service, program support, special processing, testing and system training for the field locations.

The Director of Revenue Operations will act as a Liaison with third party providers and will understand business processes and operating system tools to streamline and deliver better operation, customer, and financial support to the Y. Additional areas of responsibility include system governance, security administration, training, usage, issue resolution, and conversion/migration work to enhance functionality.

A high level of cross functional communication and leadership is required to engage various departments in the system ownership and governance to optimize businesses processes supported by the system.

 

Job Responsibilities:

Lead Central Back Office teams for Field and Customer Support & Training

  • Leads team that ensures billing and payment accuracy, delivers branch front desk support, escalated customer service, program set up support, special processing, testing and system training for field locations
  • Develops and delivers training for new system users and ongoing refresher training for existing users

Cross Functional Communication and Continuous Improvement

  • Develops strategies to streamline processes, and improve cost and effectiveness of the system
  • Drives improved customer and employee satisfaction with system functionality

Reporting and Analytics

  • Provide reporting and analysis as scheduled/requested

System Administration, Issue Resolution & System Functionality

  • Administers user profiles and access to all rights and permissions in the system
  • Communicates all enhancements, data fixes, and schedules releases to staff members
  • Answers system usage questions and troubleshoots problems on a daily basis
  • Submits requests for system enhancements, reports defects, and submits data changes to Vendor

Governance/Change Management

  • Develops and leads governance process for the Operating System usage and changes thru engagement of Key Constituents and business process owners
  • Leads prioritization, plan and execution for system enhancements, upgrades and conversions
  • Audits for compliance to governance and change management processes

Manage Vendor Relationship and Service

  • Serves as primary liaison for the organization with operating system Vendor(s)
  • Develops and clearly communicates service levels and shared expectations on system support and functionality with Vendor and key internal customers
  • Evolves partnership to optimize efficient and effective use of system and ROI

Qualifications:

  • Bachelor's degree required or equivalent work experience in a related field preferably Finance, Accounting, IT, Business, or Process Engineering
  • Minimum of 4 years of related hands-on experience working in a business and process environment
  • 4 years Leadership experience
  • Cross Functional collaboration and facilitation skills
  • Continuous improvement mindset and change agent
  • Effective communication skills (oral and written)
  • Establish/maintain relationships and promote team environment
  • Business Process Management and Six Sigma experience a preferred
  • Project Management skills
  • Microsoft Office Skills-Intermediate+ (excel, word, power point)
  • Proactive, self-motivated, acts with sense of urgency and follow thru
  • Ability to multitask and manage and communicate priorities
  • Nonprofit experience preferred
  • CRM and/or customer billing system experience

 

About YMCA of Greater Cleveland: At the Y, our mission is to put Christian principles into practice through programs that build healthy spirit, mind and body for all.  That's why we offer an exceptional package that includes:

  • A free membership to your local YMCA and discount to YMCA programs including childcare (part-time positions do not receive discount on childcare).
  • Additional employee discounts at many places in and around town, just for being a YMCA of Greater Cleveland employee.
  • Eligible employees receive comprehensive Benefits Plan including Health, Dental, Vision, Employee Assistance Plan, Retirement 8% paid by the YMCA of Greater Cleveland and paid vacation.

 

 

YMCA of Greater Cleveland
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