Accepting Resumes for Future Openings:

Member Care Director

Location

Redwood City, CA - Center Campus

Type

Regular Full Time (40 hrs/52 wks yr)

Benefits:
  • Employee discounts
  • Free uniforms
  • Health insurance
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources
Peninsula Community Center,  a ministry of Peninsula Covenant Church (PCC), builds community by providing personal, healthy and meaningful connection through aquatics, fitness, tennis and community programming. PCC is a vibrant and forward-thinking church located in Redwood City, dedicated to serving our community and making a positive impact through our outreach programs including our Community Center. Peninsula Covenant Church’s  vision is "To empower generations to passionately follow Jesus one person at a time," PCC employs over 150 seasonal and part-time staff to support various community efforts. Our team thrives on flexibility, openness to change, and collaboration, with a shared passion for helping others and working together.

PRINCIPLE OBJECTIVE
The Member Care Director is responsible for leading the Member Care Team and ensuring a high standard of hospitality, care, and professionalism at the Community Center. This role oversees all front desk operations, manages membership processes, and fosters an environment where staff and members alike feel supported and valued. The Member Care Director plays a key role in creating a welcoming experience that reflects PCC’s mission and values, promoting personal, healthy, and meaningful connections within the community.


PRINCIPLE WORKING RELATIONSHIP
This role collaborates with the Executive Director, program leaders, administrative teams, vendors, and external partners. It leads a team of 20 part-time and seasonal staff supporting both Member Care and Child Care activities.  It also involves direct interaction with members, guests, and volunteers to ensure smooth front desk operations and a consistent standard of customer service.


SUMMARY OF KEY RESPONSIBILITIES

  • Lead, supervise, and support the Member Care and Child Care teams, including hiring, training, scheduling, development, and performance evaluations
  • Oversee all front desk operations, ensuring consistency in procedures, service standards, and internal communication
  • Collaborate with the leadership team to manage membership processes and member communications
  • Ensure all member-facing services reflect PCC’s values of hospitality, respect, and relational care
  • Respond to member questions, concerns, and feedback with empathy, professionalism, and timely resolution
  • Partner with program and facility teams to ensure alignment between member needs and facility or program offerings
  • Supervise and support the Child Care team, including staff development, evaluations, program implementation, and teacher substitution as needed
  • Maintain accurate records and reports related to membership trends, satisfaction, and member feedback
  • Support the execution of center-wide events, seasonal programs, and special initiatives
  • Manage the vending program and oversee services related to sale items and supply purchasing for Member Services
  • Prepare and manage department budget
  • Other duties as they pertain to and aid in supporting the department’s principal objective.

PROFILE SKILLS AND CORE COMPETENCIES

  • Strong leadership and team-building skills
  • Excellent communication and interpersonal abilities
  • High emotional intelligence and relational approach to problem-solving
  • Proficient in customer service systems and membership databases (Mindbody, or similar)
  • Organized, detail-oriented, and able to manage multiple priorities
  • Ability to handle challenging situations, calmly and professionally
  • Committed to PCC’s mission and values, modeling spiritual maturity and integrity


EXPERIENCE/EDUCATION

  • Bachelor's degree in Communications, Business, Hospitality Management, or related field preferred
  • 3+ years of experience in a customer service leadership role, preferably in a fitness, community center, or nonprofit setting
  • Prior experience managing staff or volunteer teams required
  • Familiarity with community-focused organizations or faith-based institution, preferred
  • Must maintain active AMR First Aid/CPR/AED Certification and Coaches Safety Training Certification


PHYSICAL REQUIREMENTS
  • Must be able to work in a shared office space and maneuver throughout the 14-acre campus to and in various buildings including stairs and storage areas
  • Ability to work in outdoor environments, with necessary sun protection (sunscreen, hat, sunglasses, etc.)
  • Must be able to lift 15-20 pounds regularly and up to 30 pounds occasionally 
  • Must adhere to PCC’s Safe Church policies, including mandatory background check


WORKWEEK
  • Full time position, 40 hours per week
  • Flexibility to work some evenings and weekends as needed for events and projects

EEOC

Peninsula Covenant Church is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on an individual's race (including, but not limited to, hair texture and protective hairstyles such as braids, locks, and twists), color, religion, national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender (including gender identity and gender expression), age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws. PCC is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. PCC, as a legally recognized religious organization, can and may prefer applicants based on religion and related values in order to hire staff members who agree with and live out the church's beliefs.
Compensation: $70,000.00 - $78,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: peninsulacommunitycenter.com

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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.