Program Manager, Member Services, Campus Recreation, Hybrid

Current UC employees must apply internally via SuccessFactors > http://bit.ly/UCEMPL

Founded in 1819, the University of Cincinnati ranks among the nation’s best urban public research universities. Home to more than 47,000 students, 10,500 faculty and staff and 330,000 alumni, UC combines a Top 35 research university with a physical setting The New York Times calls “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, eight straight years of record enrollment, worldwide leadership in cooperative education, a dynamic academic health center and entry into the Big 12 athletic conference, UC’s momentum has never been stronger. UC’s annual budget tops $1.6 billion and its endowment totals $1.9 billion.

Teamwork. Innovation. Excellence. Integrity. Fun. The team at Campus Recreation provides facilities, programming, and activities to inspire all University of Cincinnati Bearcats to reach and maintain their fitness and wellness goals.

Committed to the student and member experience, the Program Manager has direct responsibility for the Member Services and Front Office Staff, customer service, maintaining member accounts including membership billing, 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.

The Program Manager position may require occasional early morning, late night, and weekend hours.

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.

• Coordinates the execution of Member Services and Front Office Staff responsibilities. 
• Hires, trains, schedules, leads and develops Member Services and Front Office student staff.
• Provides tools for new employee training and staff meetings.
• Develops/revises employee handbooks, policies and procedures as needed.
• Works closely with Member Services professionals and Student Leads to continuously develop the Member Services Staff.
• Manage, design, develop, modify and present retention programs including member appreciation and engagement events and programs. Perform needs assessment and make recommendations.
• Maintains process to freeze, renew, or cancel memberships including associated communications and recordkeeping.
• Coordinates the membership billing process and reconciles accounts receivable.
• Coordinates appropriate pro shop inventory levels and daily reconciliation. Works in partnership with new and existing wholesale vendors.
• Manages locker rental, towel rental, equipment check-out, and member parking.
• Assists in coordinating membership, program, and service sales and facility access. 
• Assists in coordinating member management software including system administration and policies and procedures.
• Act as liaison within Campus Recreation on events and programs to facilitate communication to the Member Services staff.
• Assists with marketing efforts including membership promotions and special events to internal and external entities and community organizations.
• Assists in coordinating member communications including e-newsletter; Campus Recreation website; membership brochures, forms, and flyers; social media communications (Facebook, Twitter, Instagram, TikTok, Sprout Social) and digital signage.
• Orders office/copier supplies and manages the supply budget.
• Instructs staff in American Red Cross CPR/AED Professional Rescuer Training (Instructor training is provided).
• Perform related duties based on departmental need. This job description can be changed at any time.

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

• Three (3) years of relevant experience

• Degree in business administration, marketing, communication, 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.
• Strong communication, organization, management, leadership and professional skills.
• Proven commitment to student staff development and customer service.
• Demonstrated ability to identify problems, assess alternatives, render consistent and logical decisions.
• Ability to thrive in an environment that values high expectations, accountability, collaboration and communication.
• Ability to work independently and as a member of a goal-oriented team.
• 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.

• Office environment/no specific unusual physical or environmental demands.

Please submit a cover letter, resume, and list of at least three references with your online application. Please use the additional documents feature as needed for these items

Compensation and Benefits

UC offers a wide array of complementary and affordable benefit options, to meet the financial, educational, health, and wellness needs of you and your family. Eligibility varies by position and FTE.

• Competitive salary range of $44,000 - $50,000 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 our 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.
• Enjoy discounts for on and off-campus activities and services.

The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.

REQ: 92462 

SF:OMJ SF:RM SF:HEJ, SF:INS SF:HERC SF:DIV SF:LJN