Lead CX, Association Services, Customer Support

YMCA of the USA

. Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience .

Posted 10/2/2026full-timeRemote • Illinois • United StatesSenior💰 $83,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer experience management and operational oversight, with a strong focus on performance metrics analysis and omni-channel support. Proficient in leading teams and ensuring service delivery aligns with organizational goals.

Highest-signal resume keywords

Customer Experience ManagementOmni-Channel SupportSalesforceTeam LeadershipPerformance Metrics Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational OversightPerformance Metrics AnalysisDecision-MakingTriage and RoutingCall Center Software Maintenance

Soft Skills

CommunicationCoachingProblem-SolvingTeam Influence

Tools & Technologies

SalesforceTalkDeskExcelWordPowerPointOutlookTeamsSharePointOneDrive

Industry Keywords

Customer SatisfactionNet Promoter ScoreService StandardsContinuous Improvement

About the role

Key responsibilities & impact

Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience
Lead day-to-day intake, triage, routing, and escalation across multiple queues
Prioritize workload, resolve barriers, and ensure inquiries are handled accurately and consistently within service standards
Champion omni-channel support across phone, email, Salesforce cases, TalkDesk, Teams, and other digital channels
Maintain call center software, including IVR settings, dashboard reporting, and metrics
Supervise, coach, train, or provide day-to-day leadership to Customer Experience staff
Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score
Use Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats
Serve as a lead resource for frontline support and operational execution
Connect day-to-day service activity with Network Experience goals, team priorities, and continuous improvement efforts

Requirements

What you’ll need

Bachelor’s degree required in a relevant field such as Business or related disciplines
2–4 years of experience required
Intermediate functional skills
Some industry knowledge and experience
Routine and advanced functional tasks
Decision-making authority within a defined scope
Internal and external communication
Moderate team influence
Some supervision is required for tasks; leads self
Ability to work Central Time Zone hours, typically 8:00 a.m.–4:30 p.m. CT
Some travel may be required, no more than 10%

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Defined benefit plan (retirement savings)
Defined contribution plan (403(b) plan)
Life insurance
Disability insurance
Technology stipend
Generous paid time off
Work from anywhere within the continental U.S.