Apply on Employer Site

Boys & Girls Clubs of Greater Milwaukee · 4 hours ago

Chief Member Experience Officer (COO/Chief Academic Officer)

Milwaukee, WI, US

Full-time

Onsite

Director/Executive

10+ years exp

Boys & Girls Clubs of Greater Milwaukee is a longstanding organization dedicated to empowering youth. They are seeking a Chief Member Experience Officer to provide executive leadership for the experience of over 3,500 youth members across various locations, ensuring high-quality, mission-driven experiences and overseeing strategic development, operations, and program quality.

ChildrenEducationNon ProfitYoung Adults

Comp. & Benefits

No H1B

Responsibilities

Serve as a member of the President’s Cabinet and contribute to organizational strategy and development, cross-functional planning, and leadership decision-making

Translate BGCGM’s six Strategic Drivers into actionable strategies and tactics that will drive a future of organizational success through the development and enhancement of: systems, standards, performance measures (notably a Trustee dashboard), and continuous improvement processes across all Member Experience functions

Ensure Member Experience strategies are aligned with organizational goals, funding priorities, and long-term growth strategies

Model and foster a culture of excellence, safety, youth impact, and continuous learning

Partner with Mission Advancement to secure revenue through grants, donor engagement, and mission-aligned partnerships

Drive the development of strategic briefings, performance dashboards, and presentations that inform trustee oversight of youth outcomes, safety, quality, and organizational progress, coordinating with the CEO and leadership team to ensure consensus before Board review

Create high-impact board member engagement opportunities—such as Club visits, volunteer events, youth showcases and learning experiences—to deepen trustee understanding and commitment

Elevate BGCGM’s presence and credibility by representing BGCGM at community meetings, school district convenings, public-sector engagements, and national BGCA forums

In coordination with the Director of Member Experience & Strategic Partnerships, build strong community partnerships that expand access to services, enhance program quality, and support youth and family needs in support of the Clubs’ role as Milwaukee’s seedbed environment for positive youth development across the city landscape

Lead, mentor, and support the Member Experience Leadership Team in fostering shared accountability, collaboration, transparent communication, and innovation

Support the partnerships with HR, Finance, Mission Advancement, and Communications to ensure seamless daily operations and alignment across the enterprise

Support the collaboration with Human Resources to build a workforce of high engagement, high performance and high retention, so BGCGM’s workforce is positioned to drive organizational success through the delivery of world-class youth experiences

Collaborate with Finance and Mission Advancement to ensure accurate forecasting, strong fiscal stewardship, and compliance with grant and regulatory requirements

In coordination with the Senior Director of Marketing & Communications, advance outreach strategies to increase member participation, retention, and reach – particularly for underserved youth

Develop revenue-generating opportunities such as expanded program offerings and other revenue streams that strengthen organizational sustainability

Responsible for overseeing the development of Member Experience budgets, staffing models, and resource allocations to drive operational efficiency, impact and the achievement of organizational strategic goals. Ensure Member Experience compliance with budget, staffing, and resource allocations

Provide executive oversight for Camp Whitcomb Mason, ensuring high-quality programming, operational excellence, and financial sustainability

Expand Camp’s role as a mission-aligned resource that supports Member Experience goals and introduces revenue-generating specialty camps and outdoor education

Ensure programming integrates BGCA core program areas, DCF requirements, and CLC outcomes

Collaborate with the Executive Director of Talent, Quality & Assessment to ensure continuous quality-improvement systems including fidelity monitoring, site assessments, dashboards, and OKRs

Champion innovation by identifying emerging trends, best practices, and new opportunities to strengthen Club programming

Lead development and implementation of standardized program models, templates, schedules, and quality expectations to ensure consistency across all sites

Support leadership development for Member Experience leaders in areas such as, youth development, program implementation, culture-building, and safety

Promote organizational learning in youth development practices, safety protocols, program models, and quality frameworks

Support strategies and efforts to ensure direct service staff have the resources, support, and clarity needed to deliver high-quality programming

Provide executive oversight for all youth safety protocols, compliance standards, supervision practices, and environmental safety for all Member Experience locations

Provide executive advisement to the Safety Committee

Ensure alignment with BGCA safety expectations, DCF licensing, and state/federal regulations

In partnership with the Chief Innovation & Impact Officer, provide executive oversight to ensure that the organization is responding to emerging safety concerns via incident reporting, incident data, site observations, and through strong cross-departmental communication

Qualification

Non-profit managementYouth developmentStrategic planningOrganizational developmentCommunity engagementLeadership skillsPublic speakingTeam buildingChange managementCommunication skills

Required

Minimum of 10 years of senior-level experience in non-profit management, with a proven track record of success in leading non-profit operations

Demonstrated experience in creating strategies that lead to organizational change and growth, so positive outcomes and strategic goals can be achieved

A strong understanding of youth development and experience working with youth from historically underserved communities

Ability to establish and maintain effective working relationships with Club staff, subordinates, Board members, community groups, and other related agencies

Exceptional leadership and team-building skills, with the ability to lead and mentor a diverse team of professionals

Excellent written and verbal communication skills, including public speaking and persuasive presentation abilities

Bachelor's degree required