We’re excited about the momentum we’re building here at Purdue RecWell and we’re looking for a leader to join our team. If you’re a highly motivated professional who dreams big, sweats the details, empowers others, leads by doing, and believes that the work we do in collegiate recreation is more than just a job, it's a calling, then we'd love you for you to join our team. We move fast, so apply now through the Purdue Careers Portal. It's never been a better time to be a Boilermaker!
The Sr. Assistant Director Member Services & Operations will manage staff in the delivery of excellent member services to a multitude of program, staff, and event needs. This position will report to and work collaboratively with the Sr. Associate Director of Facilities & Operations. Lead the assessment and evaluation of the total patron/member experience by overseeing the customer service process, developing and maintaining operational functionality of member services software (Innosoft Fusion), and managing the overall operations of the Cordova Recreational Sports Center (CoREC) a 434,550 square foot, five-floor facility, as well as the Turf Recreation Exercise Center (TREC) a 27,000 square foot synthetic turf facility. Provide administrative oversight to a comprehensive Risk Management program, including CPR, First Aid, AED and related safety trainings. Oversee budgets within their area and allocate resources to staff. Must stay abreast of regional and national trends in all applicable areas. May oversee the purchase of office/computer equipment, and replacement/repair fees related to the program. Serve on department management team to provide leadership with regards to departmental goals and priorities that require excellent knowledge, initiative, judgment, and critical thinking.
Member Services: Provide administrative oversight for a comprehensive membership services operation that serves tens of thousands of members. Oversee all department member services including sales (memberships, merchandise, activities, and ancillary services), equipment rental and member check-in processes. Work with division staff to ensure that the programs and services meet the demands of the university community while promoting our mission. Serve as direct manager of the member services software (Innosoft Fusion).
Operations & Risk Management. Provide administrative oversight of operations and risk management for the CREC and TREC facilities. Provide oversight and direction in the implementation of risk management initiatives, policies, and procedures, including a comprehensive CPR, First Aid, AED training program for the department and external community.
Personnel: Supervise and designate duties and assignments among 4 professional staff. Staff are responsible for training and supervising ~160 student/part-time staff who perform roles with membership management, operations, and risk management. Address professional and student staff needs on a daily basis.
Staff Development: Create, communicate, and exemplify the overall staff leadership and development philosophy and mission for member services and operations, and the role of staff in accomplishing area, department, and university objectives and learning outcomes. Communicate internal and external personal development opportunities to all staff, while encouraging ongoing learning, conference attendance, and engaging in professional presentations. Provide resources and training in each of those areas.
Strategic Planning: Utilize strategic planning and goal setting for the future growth and success of membership services and operations within the department. Analyze campus and national trends to determine changing needs for revenue and communication models, and collaboration with other departments, as well as external entities. Analyze national trends to determine best practices and changing needs for operations and risk management.
Financial Oversight: Develop operating and personnel budgets for membership services, operations and risk management, with revenue of almost $2 million. Ensure revenue goals are met and budgets are maintained in accordance with division practices and tolerances, and that business functions employ “best practices” and are consistent with university standards. Work collaboratively with senior staff and business office to regularly assess appropriate fee structures.
Assessment and Reporting: Assess customer experiences and feedback on memberships and services via surveys and other communications. Run regular reports on membership and registration numbers to share with department staff to drive business operations and measure learning outcomes.
Other Duties. Collaborate and assist with other divisional and departmental planning, policy development, implementation, evaluation, and special events, as assigned by RecWell leadership. Serve on assigned departmental and University committees. Other duties as assigned.
Application review will begin January 18, 2021.
Education & Experience: Masters degree in recreation, sport management, or related area. Two years of relevant experience in member services and/or facility operations (customer service, membership sales, public relations, policy creation, facility management, etc.) and management software usage. Can consider direct graduate experience. Prefer experience with Innosoft Fusion software.
Skills: Ability to independently manage all aspects of comprehensive membership services operation, facility management, and risk mitigation program. Must display ability to establish long and short term membership and revenue goals consistent with the mission of the university and the division. Demonstrated ability to supervise, manage, and develop professional staff to carry out their duties with students. Ability to work with staff to develop their leadership, member management, and communication skills is required. Must show ability to establish long and short term goals consistent with the mission of the university and the division. Must show ability to build, develop, and cultivate relationships across campus and regionally with a variety of constituents. Successful candidate will be self-motivated, energetic, service minded and adept at solving problems. Ability to work collaboratively with diverse constituents. Must possess strong communication (written/oral) as well as interpersonal skills. Proficient at computer software word processing, spreadsheet, electronic communication, etc. Some evening and weekend work will be required.
Internal Number: 12333
About Purdue University
Purdue University is a public institution founded in 1869, with more than 10,000 employees and 44,500 students, located in West Lafayette, Indiana. The university offers excellent benefits, including employer-funded retirement plans and reduced tuition rates for staff and immediate family members. West Lafayette is conveniently located one hour northwest of Indianapolis and two hours southeast of Chicago. The area offers a variety of entertainment and cultural opportunities. Residents enjoy a low crime rate as well as a thriving and diverse economy. Opened in October 2012, our award winning facilities include over 470,000 square feet of space with fitness and multi-purpose rooms, climbing & bouldering walls, recreation pool, and indoor turf. Outdoor facilities also include over 107 acres of playing fields, sand volleyball, basketball and tennis courts. Purdue University in an equal access/equal opportunity/affirmative action employer fully committed to achieving a diverse workforce.