Program Manager of Member Services 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 50,000 students, 11,000 faculty and staff and 340,000 alumni, UC combines a Top 35 public 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, nine straight years of record enrollment, worldwide leadership in cooperative education, a dynamic academic health center and entry into the Big 12 Conference, UC's momentum has never been stronger. UC's annual budget tops $1.65 billion and its endowment totals $1.8 billion. The University's overall regional economic impact exceeds $10.6 billion, paving the way for the future of Cincinnati. 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 Coordinates the execution of Member Services Staff responsibilities. Hires, trains, schedules, leads and develops Member Services student staff. Provides tools for new employee training and staff meetings. Develops/revises employee handbooks, policies and procedures as needed. Fosters a customer-centric culture through training and development of the team. 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 to meet and exceed customer expectations. Perform needs assessment and make recommendations. Maintains process to freeze, renew, or cancel memberships including associated communications and recordkeeping. 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. Instructs staff in American Red Cross C