Customer experience manager Jobs in Norfolk, VA

Family Experience Leader

Imagine going to work knowing that what you do each day positively influences the lives of children in your community. Working at the YMCA you'll discover more than a job you will have the opportunity to make a lasting difference in the community.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you.

Position Summary

Under the direction of the Family Experience Director, the Family Experience Leader creates a joyful, safe, and inclusive environment where children and families can play, learn, and grow. This role supports holistic youth development by delivering engaging experiences that build confidence, spark friendships, and foster a sense of belonging. The Family Experience Leader provides direct service in Family Programs and ensures high-quality care in early childhood and drop-in child care spaces.

Essential Functions

• Warmly greet all youth and families to build connections and ensure everyone feels welcomed, accepted, and valued.
• Support daily activities, experiences, and routines under the guidance of the Family Experience Director.
• Deliver safe, nurturing care in Stay & Play, Interactive Zone, and other drop-in child care services.
• Assist in planning and delivering Family Experience programs, including family events, Parents Time Out, birthday parties, and holiday activities.
• Use a diverse range of materials, play experiences, and equipment to promote learning, creativity, and developmental growth.
• Follow YMCA policies and procedures to ensure a safe, clean, and energetic environment for all participants.
• Complete opening and closing procedures accurately and consistently.
• Report unusual incidents immediately using the Association Occurrence Report process.
• Follow check-in/check-out procedures and age-appropriate equipment guidelines at all times.
• Ensure shift coverage when unavailable and communicate scheduling needs appropriately.
• Model YMCA core values of caring, honesty, respect, responsibility, and faith in all interactions.
• Promote a positive, collaborative team environment through clear communication and supportive relationships.
• Maintain a professional appearance and participate in required meetings and trainings.
• Support the YMCA mission advancement through participation in the Annual Giving Campaign efforts.

YMCA Leadership Competencies

• Collaboration
• Developing Self & Others
• Inclusion

Environmental Factors, Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is frequently required to:
• Will be required to walk, stand, kneel, stoop, push, sit, crouch, pull, lift 40 pounds and carry 40 pounds
• Continuous operations requiring attention to details (multi-task)
• Will be exposed to cleaning supplies (i.e. bleach), vacuuming, body fluids, noise from numerous children and equipment activities

Background Checks

An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position. They may include criminal background and reference checks, E-Verify, drug test, driver's license record, and/or a Child Protective Services Check (CPS). Additional driver's license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future to meet and/or maintain the requirements of this position.