Assistant Director - Member Services

Colorado State University, United States

Updated: over 1 year ago
Location: Fort Collins, COLORADO
Deadline: 26 Sep 2022

Posting Details
Posting Detail Information


Working Title Assistant Director - Member Services
Position Location Fort Collins, CO
Is this position eligible for hybrid or remote work?
Research Professional Position No
Posting Number 202201352AP
Position Type Admin Professional/ Research Professional
Classification Title Project/Prgm Mngmt I
Number of Vacancies 1
Work Hours/Week 40
Proposed Annual Salary Range 57,000-63,000
Employee Benefits
Colorado State University (CSU) is committed to providing employees with a strong and competitive benefits package that supports you, your health, and your family. Visit CSU’s Human Resources website for detailed benefit plan information for permanent full-time and part-time faculty and administrative professional employees in the following University benefit areas: https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ & https://hr.colostate.edu/prospective-employees/our-perks/ .
Desired Start Date 12/05/2022
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on 09/26/2022
Description of Work Unit
Campus Recreation, an auxiliary unit in the Division of Student Affairs, provides wellness and healthy lifestyle oriented programs, events, and services to Colorado State University students and employees via seven programmatic areas: Student Recreation Center, Aquatics, Fitness, Intramural Sports, Sport Clubs, Outdoor Program, and Climbing Wall. Eight service units – Membership Services, Business Office, Information Technology, Communications/Marketing, Facility Scheduling/Event Management, Custodial Services, Equipment Management, and Maintenance – support the program functions to provide seamless customer service to CSU students, employees, and their families. Campus Recreation facilities, programs, and services promote a sense of community, support student development through leadership and employment opportunities, and encourage the pursuit of a healthy lifestyle to a diverse University population. Campus Recreation employs 34 career staff, up to 50 part-time staff, and 300+ student staff who are committed to providing a safe, welcoming space to CSU community members from all backgrounds and fitness levels. Department webpage: http://csurec.colostate.edu/
Position Summary
The Assistant Director provides leadership, vision, and supervision of three comprehensive membership and customer service areas comprised of the Student Recreation Service Center, Check In Desk, and Equipment Desk. The Assistant Director also provides leadership, vision, and management for facility scheduling and usage of the Student Recreation Center, two auxiliary facilities (Moby Complex and South College gym), and the Intramural Fields (31 acres) that support department programs and services. The Assistant Director is committed to promoting Campus Recreation values of community, inclusion, integrity, and development by creating an inclusive environment in the Student Recreation Center via customer services and communications to a diverse University community.
The Assistant Director is responsible for membership management, recruitment and retention, and communication as well as serving as the departmental expert, manager, and accountability partner for use of the Innosoft Fusion software. The Assistant Director establishes relationships and works with other areas within the Department, the Division of Student Affairs, throughout the University, and with external groups independently as well as in conjunction with CSU Conference & Events Services Office to facilitate members’ and guests’ experiences at the Student Recreation Center.
The Assistant Director is responsible for recruitment, selection, and direct supervision of the full-time professional Member Services Coordinator. The Assistant Director serves as primary backup to the Member Services Coordinator, who recruits, selects, and directly supervises 40 student Member Services Assistants and 4 student Member Services Managers. Member Services staff are student hourly employees who work as a team to operate the Student Recreation Center Service Center, Check In Desk, and Equipment Desk with responsibilities that include monetary transactions, software management, conflict resolution, customer service delivery and recovery, and emergency response during the 116+ hours of Student Recreation Center weekly operations.
The Assistant Director serves as an expert and resource for the Campus Recreation customer service protocol, memberships and access, recreation software Innosoft Fusion, and facility scheduling. This position is the primary liaison to all academic departments and student support offices such as INTO, Upward Bound, TRIO, Alumni Association, RamCard Office, Osher Institute, and Conference & Event Services for access to the Student Recreation Center.
Some weekend hours dependent on programmatic offerings, University calendar, area requirements, or department/university events are required. This position is on-call to respond to personnel and building emergency situations.
Required Job Qualifications
  • Master’s degree in exercise science, physical education, kinesiology, recreation administration, sport management, leisure studies, student affairs, or comparable degree
  • Three years of full-time work experience managing a recreation program or facility in collegiate recreation
  • Two years work experience in professional communication in-person, by phone, and via email to address customer/client inquiries and resolve issues
  • Two years of direct supervision of staff
  • Direct personnel management experience of student staff: recruiting, hiring, training, scheduling, evaluating, and disciplining
  • Budget management experience
  • Experience developing and leading educational sessions to college students
Preferred Job Qualifications
  • Full-time work experience with member services or customer service in higher education
  • Experience with facility scheduling and/or coordinating event management in higher education
  • Direct personnel management experience of full-time/career staff: hiring, training, and evaluating
  • Experience using Innosoft Fusion or similar membership/point of sale software
  • Experience using EMS or similar facility scheduling software
  • Budget development experience
  • Experience in oral and written communication such as teaching; developing/delivering presentation content/materials; writing reports, proposals, professional correspondence, manuals, etc.
  • Experience programming or service delivery for diverse community populations
  • Experience with designing, implementing, and analyzing student learning outcome assessments and utilizing results to inform area planning
Diversity Statement
Demonstrated knowledge of, and relevant ability with, culturally diverse communities among potential target and constituent populations.

Essential Duties


Job Duty Category Personnel Management
Duty/Responsibility
Supervise 1 Administrative Professional FTE Employee:
  • Recruit, hire, train, supervise, mentor, and evaluate one full-time Administrative Professional staff member: Member Services Coordinator
  • Serve as a mentor and role model to direct report in relation to performance expectations, professional development, and student staff development/leadership
  • Schedule and conduct individual weekly or biweekly meetings with direct report
  • Conduct mid-year review and annual performance evaluation for direct report and make salary decisions (negotiates hiring salary and determines annual merit increases)
  • Provide guidance to direct report regarding professional development needs, career development, and career decisions
  • Mentor/support Coordinator’s response to area participant needs, concerns, or suggestions


Supervise Student and Non-Student Employees:
  • Recruit, hire, onboard, train, supervise, mentor, discipline, terminate, and facilitate professional development 2 student/non-student hourly employees, comprised of a Scheduling Manager and a Membership Manager, who work a combined 20-30 hours per week
  • Serve as a mentor and role model to Facility Scheduling and Member Services area student staff in relation to performance expectations, professional development, and student staff development/leadership
  • Analyze staffing needs while considering budget, the specific needs of each desk operations, industry standards, and any scheduled special events; decide on staffing adjustments and analyze the outcome
  • Create and administer a student employee scheduling process and perform fast-paced staffing adjustments to sudden changes in the facility and staff schedule to ensure adequate safety/risk management operational levels
  • Monitor schedules for accuracy and adequate supervision, adjust scheduling process based on area needs and budget, and perform time edit processing and approval
  • Initiate/lead trainings on policies, procedures, inclusivity, customer service, service recovery, risk management, emergency response, membership software, as well as promoting department leadership program, diversity trainings, and student development fund opportunities
  • Implement annual employee evaluations: conduct and review evaluations, identify patterns, determine merit, and recommend changes to improve employment process and/or work productivity
  • Determine components and process for a student employee mentoring and recognition program(s); implement and evaluate program(s) and make decisions on modifications
Percentage Of Time 25
Job Duty Category Area Administration
Duty/Responsibility
  • Budget decisions ($473K total)
    • Responsible for directly developing and subsequently managing $138K of Member Services area annual budget
    • Responsible for reviewing development and final approval of $335K Member Services staffing and equipment annual budget in conjunction with Member Services Coordinator
    • Review and approve Coordinator’s purchase requests and expenditures
    • Research vendors and products for quality and pricing; make selection and purchase products and equipment for Student Recreation Center, Member Services, and Facility Scheduling

  • Serve on work team to plan and implement departmental Welcome Week event, Night at the Rec
  • Submit marketing requests within established timelines, policies, and procedures
  • Develop annual area and individual area goals and professional work plan
  • Create area semester reports for inclusion in annual Campus Recreation Annual Report
  • Oversight of annual review of area policy manuals for Member Services and Facility Scheduling
  • Serve as campus security authority and complete annual training
  • Other duties as assigned by the Director, Administration and Assessment
Percentage Of Time 15
Job Duty Category Area Leadership
Duty/Responsibility
  • Demonstrate active engagement with and support of the department Mission, Vision, and Values
  • Contribute to Campus Recreation Strategic Plan review/revisions and initiatives
  • Assess Facility Scheduling and Member Services area services, programs, events, and customer satisfaction in conjunction with Department Assessment Plan
  • Membership on one standing department committee
  • Participate on or assume a leadership role on Campus Recreation, Division of Student Affairs committees, projects, activities, and events
  • Serve on Campus Recreation Supervisor Work Group, providing input on Department initiatives, identifying and resolving department-wide issues, and communicating outcomes to direct report
  • Participate in professional development through department, Division of Student Affairs, University programs, workshops, or external opportunities
  • Plan content, arrange contributors/presenters, and finalize logistics for department professional development retreats on a rotating basis
  • Develop and maintain collaborative, supportive, and professional relationships within the Department, Division, and University
  • Support colleagues and actively contribute to a collegial work environment by demonstrating diplomacy and tact
  • Demonstrate active engagement with and support of diversity of individuals, opinions and perspectives
  • Embrace and apply the tenants of a team model with student and career staff to sustain an inclusive and trusting working environment
  • Investigate, determine, and apply appropriate resolution or alternative solution(s) to complex situations and/or conflict interactions between members and department staff related to violations of safety and risk management or stemming from enforcement of membership and/or facility access policy and procedures
  • Develop and identify priorities for Member Services and Facility Scheduling annual goals; evaluate goals throughout the year to ensure progress/completion and relationship to job responsibilities and department strategic plan
  • Direct Member Services and Facility Scheduling efforts to provide inclusive services and creating an inclusive educational and operational environment for staff and participants
  • Address member concerns/complaints related to customer service or membership policies: Investigate and apply appropriate resolution or alternative solution(s) to complex situations and/or conflict interactions pertaining to membership access, usage, and policies.
  • Establish and maintain positive working relationships with appropriate offices (Orientation and Transition Programs, Training and Organizational Development, Ram Card Office, Alumni Office, Osher Institute, ROTC, INTO, Conference and Event Services, etc.) for arrangements and issues related to member services and access to the Student Recreation Center
  • Demonstrate and role model a commitment to exceptional customer service by responding to participants’ needs, concerns, and suggestions in a timely manner
Percentage Of Time 15
Job Duty Category Facility Scheduling
Duty/Responsibility
  • Serve as primary contact for the Student Recreation Center, two auxiliary facilities – Moby Complex and South College gym – and the Intramural Fields (31 acres) facility space use inquiries, representing Campus Recreation and CSU in person or via email to assist with making final decisions on facility rental/scheduling requests
  • Design and approve facility scheduling request forms and related processes
  • Create/deliver notification of facility reservation confirmations within EMS facility software system 
  • Reconcile financial accounts by calculating income and expenditures and generate closing statements resulting in invoices or refunds to clients
  • Negotiate facility rental contracts: 
    • Determine appropriate level of services and mediate rental/staffing rates
    • Use discretion when granting exemptions, waivers, or reduced rates
    • Review/approve client insurance
    • Create customized invoice and independently follow-up on billing process

  • Apply contract negotiations to EMS facility scheduling software and Fusion database management systems 
  • Devise and implement best practices that combine department resources, campus partners, and external vendors to facilitate facility rentals
  • Coordinate facility rental logistics with client and department staff depending on event location: staffing, equipment/supplies, catering approval, space set-up/break-down, IT/AV, custodial services, etc.
  • Contribute to the drafting of the Memorandum of Understanding (MOU) with Housing & Dining Conference & Event Services
  • Determine content and lead annual training to CES staff in preparation for summer conferences and campus
  • Coordinate event logistics with campus partners: University Scheduling, Event Advisory Group (USEAG), Environmental Health & Safety, Facilities, CSUPD
  • Assess indoor and outdoor facilities prior to event to determine status and decide whether to cancel due to inclement weather, playing surface conditions, maintenance requirements, etc.
  • Represent Campus Recreation interests with authority to mediate/make decisions to resolve facility space conflicts as a member of integrated University facility team (USEAG) 
  • Provide comprehensive leadership and establish a collaborative relationship with campus partners, serving as their first point of contact for Student Recreation Center facility use:
    • Conference & Event Services, Athletic Department, academic departments’ STEM, underrepresented, and low-income summer intensive academic programs (TRIO/Upward Bound)
  • Initiate communication of policies, procedures, and deadlines to internal and external users
Percentage Of Time 25
Job Duty Category Member Services
Duty/Responsibility
  • Administer a comprehensive Member Services operation. 
    • Create membership recruitment and retention goals and implement strategies to achieve stated goals; report on membership goals on a regular basis 
    • Communicate regularly with members regarding Campus Recreation programs, services, events, and facilities 
    • Respond to patron questions, concerns, and complaints 
    • Assess member satisfaction and make changes based on findings 
    • Maintain membership records, programs, lockers, and equipment in the Fusion software and online portal  
    • Coordinate member appreciation and recognition events and promotions 
    • Research and recommend changes and enhancements to membership structure and payment options 
    • Purchase, manage, and expand retail inventory 
    • Provide vision and leadership for customer service across the department 

  • Serve as expert and direct support for Campus Recreation’s use of Innosoft Fusion for memberships, services, and program registration. 
    • Conduct regular meetings regarding best practices/new features  
    • Lead training and develop help guides for student and professional staff 
    • Perform monthly audits of membership and locker sales to ensure accuracy  
    • Conduct audits of Fusion software to ensure proper organization, usage, and archiving of information 
Percentage Of Time 20

Application Details


Special Instructions to Applicants
For full consideration, please apply by 11:59pm MST 09/26/2022 with a cover letter addressing the minimum and preferred qualifications, resume and contact information for 3 professional references. References will not be contacted without prior notification of candidates. Please contact Cassiopeia at [email protected] with questions about the search.
Conditions of Employment Pre-employment Criminal Background Check (required for new hires)
Search Contact Cassiopeia [email protected]
EEO Statement
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, [email protected] .
The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, [email protected] .
The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, [email protected] .
Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education .
Background Check Policy Statement
Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

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