Program Manager, Member Services Operations (Working title: Coordinator)

Committed to the student and member experience, the Program Manager has direct responsibility for the Member Services Staff, staff training, customer service, maintaining member accounts including membership renewals, freezes, and cancellations, locker and towel rental, and pro shop services. This position also assists in the recruitment and retention of members, department marketing, member management software system administration, leadership of Member Services Leads, and collaboration with other units to implement successful programming and events.

A vital component of this role is a demonstrated ability to work both autonomously and as a member of a team with initiative, critical and creative thinking, as well as a strong commitment to student development and success, collaboration, and customer service. Lastly, this position has financial, administrative and personnel responsibilities and will serve on departmental committees and work teams. 

This position includes the ability for a hybrid work schedule with up to 20% work from home option.? In accordance with UC policy, this option is subject to change. 

 Essential Functions 

• Lead and Develop Member Services Student Staff: Recruit, hire, train, schedule, and mentor a large student team. Foster leadership, customer service skills, and professional growth through consistent coaching, training, and development opportunities.
• Develop Staff Training & Resources: Create tools for onboarding, staff meetings, and customer service training. Maintain and update employee handbooks, policies, and procedures.
• Organize Membership Operations: Serve as the primary contact for locker rental, towel rental, equipment check-out, RecRe locker rentals, and member parking. Maintain accurate records and streamline procedures.
• Champion the Member Experience: Build a welcoming, customer-first culture. Coordinate smooth access for members, guests, summer conferences and special groups, and deliver exceptional customer service across all touchpoints. Maintain member accounts including membership renewals, freezes, and cancellations.
• Plan and Execute Engagement Programs: Design and lead member appreciation and engagement events. Use feedback and data to improve retention and enhance the member experience.
• Maintain Pro Shop and Vendor Relations: Oversee inventory and sales, reconcile daily transactions, and collaborate with vendors to maintain quality and efficiency.
• Additional Responsibilities:

• Assist with system administration of our member management software, Rec Automation. 
• Instruct CPR/AED training courses (certification provided).
• Assist in coordinating member communication through newsletters, websites, social media, and digital signage.
• Ensure effective communication between Member Services and other Campus Recreation programs and events.
• Occasionally work early mornings, late nights, or weekends.
• This position may change at any time.

Minimum Qualifications 

• Bachelor’s degree 
• Seven (7) years of relevant?work experience and/or other specialized training can be used in lieu of education requirement.

Required Experience 

• Three (3) years of relevant experience

Preferred Qualifications 

• Degree in business administration, marketing, communication, recreation or related field.
• One (1) year of staff supervision. Experience training, developing and evaluating staff.
• Three (3) years of experience in customer service, member services, management, business operations or related area.
• Proven commitment to staff development and customer service.
• Knowledge of various related systems, including CSI/Rec Automation, SubItUp, Connect 2 Concepts (C2C), Canva, and Microsoft Office.
• American Red Cross CPR/AED for Professional Rescuers with First Aid Instructor certification. Must be certified within 6 (six) months of employment.

Compensation 

• Competitive salary range of $48,000-$52,000 dependent on the candidate's experience.?
• Comprehensive insurance plans including medical, dental, vision, and prescription coverage?
• Flexible spending accounts and an award-winning employee wellness program, plus an employee assistance program.?
• Financial security via life and long-term disability insurance, accident and illness insurance, and retirement savings plans.?
• Generous paid time off work options including vacation, sick leave, annual holidays, and winter season days in addition to paid parental leave.
• Tuition remission is available for employees and their eligible dependents.
• A one-time moving bonus may be available.

 To Apply 

• Apply via the University of Cincinnati Jobs Website Req. ID 99198
• Please submit a cover letter, résumé, and list of at least three references with your online application.