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Customer service director • orlando fl

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Club Service Director

Club Service Director

Boys & Girls Clubs of Central FloridaOrlando, FL, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

TITLE : Club Service Director

PERFORMANCE PROFILE SOURCE : Management

DEPARTMENT : Club Operations

WORK LOCATION : Jacqueline Bradley Clarence Otis Family Branch, Orlando FL

REPORTS TO : Regional Director of Club Operations or Senior Service Director

FLSA Status : Exempt

WORKER CATEGORY : Full-time

EMPLOYMENT FUNCTION : Club Management

POSITION SUMMARY :

The Service Director leads our Club programming operations across various locations within an assigned territory. This critical role is focused on delivering high-quality programs, ensuring safety, supervising staff, managing vehicle operations, and fostering strong community relationships. As a key leader in our organization, this position is instrumental in creating a positive and inclusive environment that supports the growth and development of young people.

The ideal candidate is self-motivated, mature, energetic, and able to maintain clear and healthy boundaries with Club members, parents / guardians, staff, volunteers, and other stakeholders. Must be flexible, adapt to a work environment that changes often, remain calm, and solve problems in complex and high-pressure situations.

KEY ROLES (Essential Job Responsibilities) :

Leadership

  • Establish Club or Branch programs, activities, and services that prepare youth for success and create a club environment that facilitates the achievement of Youth Development Outcomes.
  • Ensure a healthy and safe environment, ensuring facilities, vehicles, equipment, and supplies are maintained.
  • Provide leadership to members, staff, and volunteers.
  • Ensure the successful and timely implementation of change, new programs, and site-specific programming as needed.

Strategic Planning

  • Collaborate with the Supervisor and Program Directors to establish the club unit's yearly and quarterly goals and objectives.
  • Plan, develop, implement, and evaluate the overall programs, services, and activities of the club to ensure they meet the stated objectives and member needs and interests.
  • Compile regular reports reflecting all activities, attendance, and participation.

    • Resource Management

  • Ensure that facilities, vehicles, and equipment are clean and organized and maintenance issues are addressed immediately.
  • Manage Unit financial resources by controlling expenditures against budget.
  • Assist in the development of annual budgets.
  • Maintain a maintenance calendar and / or plan for the Club and its equipment.
  • Ensure that the Club complies with any state or federal guidelines regarding employment, safety, etc.
  • Ensure administrative and operational systems are in place to maintain the club's operation, including emergency / crisis procedures, requests for repairs or purchases, etc.
  • Recruit, train, manage, and provide career development opportunities for staff and volunteers.
  • Conduct weekly staff meetings.

    • Partnership Development

  • Develop partnerships with parents / guardians, community leaders, and organizations.
  • Identify opportunities to work collaboratively with local businesses or organizations to meet the needs of Club members.
  • Serve as an advocate for Club members and youth by participating with schools and other youth service organizations.

    • Marketing and Public Relations

  • Collaborate with the Marketing, Development, and Volunteer Teams to develop and maintain public relations and increase the visibility of programs, services, and activities within the community in conjunction with the organization's strategic plan.
  • Report achievements and event / program announcements to the Marketing and Administrative Support Teams.
  • Participate in and / or present to civic clubs or organizations.

    • ADDITIONAL RESPONSIBILITIES :

  • Purchase or approve the purchase of supplies and equipment.
  • Drive Club vehicle (e.g., van, mini-bus, small RV)
  • Exercise authority in problems relating to members; utilize guidance and discipline plan.
  • Assume other duties as assigned.

    • QUALIFICATION REQUIREMENTS :

  • Education and Experience : A Bachelor's degree from an accredited institution in a related field is preferred, or a combination of education and similar work experience. We value candidates with a minimum of three to five years of experience in a Boys and Girls Club or similar organization where they have successfully planned and supervised activities tailored to the developmental needs of young people.
  • Leadership and Supervision : Demonstrated ability in personnel supervision, facilities management, and the recruitment and retention of key personnel. Skilled in recruiting, training, supervising, and motivating staff to achieve exceptional results.
  • Positive Discipline Approach : Proven ability to manage discipline problems by using proactive strategies that encourage positive behavior, respect, and responsibility among members. This includes setting clear expectations, providing constructive feedback, and fostering an environment where members feel valued and supported.
  • Program Development and Implementation : Proven ability to plan, develop, and implement high-quality, age-appropriate programs emphasizing academic success, character development, and healthy lifestyles. Experience working with diverse cultures and backgrounds, with a commitment to inclusivity and cultural competence, is essential.
  • Communication and Collaboration : Strong verbal and written communication skills are required, with the ability to effectively interact with Club members, parents / guardians, staff, community partners, and other stakeholders. Adept at establishing and maintaining positive working relationships with Club staff, volunteers, and external stakeholders, fostering a collaborative and supportive environment.
  • Operational Skills : Working knowledge of budget preparation, control, and management is necessary. Experience in data collection and reporting, with the ability to track attendance and member progress, is also required.
  • Mobility and Safety : A valid driver’s license with a good driving record and consistent access to a motor vehicle with appropriate insurance coverage is necessary.
  • Certifications : CPR and First Aid Certification is preferred; willingness to obtain certification within the first 90 days of employment if not already certified.

    • KEY ROLES & COMPETENCIES

  • Strategic Agility : Demonstrates the ability to anticipate future trends in youth development and create innovative, effective strategies for program planning and implementation. This includes leveraging data to drive decision-making and ensuring alignment with the organization's mission and vision.
  • Building Effective Teams : Capable of fostering a collaborative environment where staff and volunteers work together effectively to achieve shared goals. This involves building strong morale, encouraging open communication, and recognizing team achievements, all while promoting a culture of inclusivity and respect.
  • Youth-Centered Approach : Dedicated to understanding and meeting the needs of Club members, parents, and the broader community. This involves establishing and maintaining strong relationships, ensuring that all stakeholders feel valued and supported, and continuously seeking feedback to improve services.
  • Communicates Effectively : Provides timely, clear, and compelling information to various stakeholders, including Club members, parents, staff, donors, and community partners. This involves presenting complex ideas in an accessible manner, both verbally and in writing, and using communication to foster engagement and support for the Club's mission.
  • Drives Results : Steadfastly pushes self and others to achieve measurable outcomes that align with the organization's goals, such as improving academic success, character development, and healthy lifestyles among Club members. This involves setting ambitious targets, tracking progress, and continuously seeking ways to enhance program quality and impact.
  • Situational Adaptability : Adapting approach and demeanor in real time to match the shifting demands of different situations. Able to adapt strategies and approaches in response to changing circumstances and community needs.

    • ADDITIONAL ACCOUNTABILITIES

    Relationships

  • Internal : Maintains close, daily contact with Club staff, Support Office personnel, Volunteers, Club members, and supervisors to exchange information, address issues, and provide or clarify guidelines and instructions.
  • External : Cultivates long-term relationships with community partners, schools, and other organizations to create a sustainable pipeline of volunteers and group volunteer partners. Engages with these external groups to build collaborative efforts and ensure a steady flow of volunteer support for Club activities and programs. Maintain oral, written, and personal contact with external organizations and community groups, serving as a resource for volunteer recruitment and selection.

    • Other

    ENVIRONMENTAL AND WORKING CONDITIONS :

  • The position requires working in both indoor and outdoor environments of an office or facility setting, which may involve exposure to varying weather conditions.
  • Ability to read and interpret documents such as safety rules, operating instructions, and policy manuals.
  • Must be able to perform CPR or first aid if needed.
  • Work in environments frequented by children and families, requiring adherence to safety and conduct standards that ensure a child-friendly and family-oriented atmosphere.
  • Must be adaptable to a dynamic work schedule, including evenings and weekends, to support volunteer activities and events.

    • PHYSICAL AND MENTAL REQUIREMENTS :

  • Physically capable of performing activities and duties on-site, including lifting up to 50 pounds, standing, sitting, or walking for extended periods, bending, and reaching.
  • Ability to maintain a high energy level when necessary.
  • Visual and auditory acuity to monitor the environment, ensure safety standards are maintained, and respond to immediate safety concerns.
  • Ability to reach, grasp, and manipulate various supplies and tools and effectively recognize and address classroom management issues.
  • Physical dexterity and cognitive alertness to move safely around the classroom, monitor student activities, prepare materials, and respond promptly to member needs.
  • Mental resilience and the ability to stay focused and effective in a busy, sometimes noisy environment.
  • Capacity to handle multiple tasks simultaneously, prioritize effectively, and adapt to changing daily plans and priorities with a positive response.
  • Ability to survey the environment and respond to safety concerns in the moment, demonstrating situational awareness and quick decision-making skills.
  • Operates a computer and other office productivity equipment such as a copy machine, phone, printer, tablet, and typing on a keyboard.
  • Ability to safely operate a passenger or large vehicle, including the physical capacity to maneuver the vehicle, manage its size and weight, and ensure the safety of all passengers.
  • Maintains various equipment and supplies in diverse settings, including indoor and outdoor environments, school buildings, and youth program areas. This includes handling sports equipment, audiovisual devices, art supplies, and other youth-related support materials. Demonstrates ability to manage inventory and keep accurate records of program supplies.
  • Strong interpersonal skills to interact positively with volunteers, youth members, community members, parents, and other staff.
  • Ability to take and follow verbal directions effectively.
  • Capable of clear verbal communication with youth, supervisors, and other staff.
  • Demonstrates flexibility and adaptability in response to changing situations and requirements.
  • Exposure to outdoor weather conditions.

    • Pre-Employment and Ongoing Compliance Requirements :

  • Candidates must successfully pass a pre-employment drug screening and background check.
  • Continued employment is contingent upon passing randomized drug screenings as part of our commitment to maintaining a safe and healthy work environment.

    • Disclaimer :

    The information presented in this job description is intended to illustrate the general nature and level of work expected of employees in this classification. It is not a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Job responsibilities and requirements are subject to change based on the needs of the club and the direction of the Regional Director, Club Operations, Vice President, Club Operations and Chief Executive Officer.