New

Program Manager, Member Services Operations

University of Cincinnati
parental leave, paid time off, paid holidays, sick time, retirement plan, remote work
United States, Ohio, Cincinnati
Jun 05, 2025
Program Manager, Member Services Operations Current UC employees must apply internally via SuccessFactors Founded in 1819, the University of Cincinnati ranks among the nation's best urban public research universities. Home to 53,235 students, nearly 12,000 faculty and staff and 350,000+ living alumni, UC combines a Top 35 public research university with a physical setting The New York Times has called "the most ambitious campus design program in the country." With the launch of Next Lives Here, the Cincinnati Innovation District, a $100 million JobsOhio investment, the oldest and one of the largest cooperative education programs, a dynamic academic health center and entry into the Big 12 Conference, UC's momentum has never been stronger. UC's annual budget stands at $1.85 billion, and its endowment totals $2 billion. UC is a mission-driven organization where we are committed to student success and positively transforming the community through scholarship and service. We thrive on innovation, making an impact, and fostering an environment where staff and faculty are key contributors to UC's success. Job Overview 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 autonomously 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. Required Education 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 Additional Qualifications Considered 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. Occasionally work early mornings, late nights, or weekends. This position may change at any time. Application Information Apply via the University of Cincinnati Jobs website. Req. ID 99198. Please submit a cover letter, resume, and list of at least three references with your online application. Physical Requirements/Work Environment Office environment/no specific unusual physical or environmental demands. Compensation and Benefits UC offers an exceptional benefits package designed to support your well-being, financial security, and work-life balance. Eligibility varies by position and FTE.Highlights include: Comprehensive Tuition Remission UC provides tuition remission for you and your eligible dependents, covering tuition costs for nearly all undergraduate and graduate programs offered by the university. Robust Retirement Plans As a UC employee, you won't contribute to Social Security (except Medicare). Instead, you'll choose between state pension plans (OPERS, STRS) or an Alternative Retirement Plan (ARP), with UC contributing 14-18% of your salary based on position. Real Work-Life Balance UC prioritizes work-life balance with a generous time-off policy, including: Vacation and sick time 11 paid holidays and additional end-of-year paid time off (Winter Season Days) 6 weeks of paid parental leave for new parents Additional Benefits Include: Competitive salary range of $48,000- $52,000 based on experience Comprehensive health coverage (medical, dental, vision, prescription) Flexible spending accounts & wellness programs Professional development & mentorship opportunities For questions about the UC recruiting process or to request accommodations with the application, please contact Human Resources atjobs@uc.edu. Equal Opportunity Employer. Building a workplace where all qualified applicants will receive consideration for employment, including Individuals with Disabilities and Protected Veterans. REQ:99198 Program Manager, Member Services Operations Date: Jun 5, 2025 Location: Cincinnati, OH, US Facility: Main Campus Nearest Major Market: Cincinnati Job Segment: Operations Manager, Program Manager, Manager, Operations, Management, Research