Associate Director of Member Services (0329U), Recreation & Wellbeing #89774

University of California-Berkeley; Berkeley (CA); On-site; USD 105,000 - 114,000; Full time

Benefits offered by this job

UC Benefits

Job summary

University of California-Berkeley’s RecWell department seeks an Associate Director of Member Services to lead the user experience and staff operations of the Member Services unit. You will set goals, govern service quality, and own health and safety software systems used by the department, including Fusion, CampDoc, Connect2, and WaitWell.

The role coordinates budget, HR, IT, and program reporting, ensuring data-driven decisions and excellent customer service.

Qualifications

• Bachelor's degree in related area and / or equivalent experience / training. (Required)
• Red Cross Adult CPR and First Aid Certification (Preferred)

Responsibilities

• Provides direct supervision, coaching, and strategic direction to two direct reports (Assistant Directors).
• Oversees recruitment, onboarding, training, performance management, and workforce development across the entire Member Services area.
• Governs service assessments and defines KPIs to measure success for the area.
• Defines area and unit KPIs and standards for customer service, including response times and ticket resolution.
• Enforces SOPs and resolves priority conflicts in the Member Services team.

Skills

Interpersonal communication

Conflict resolution

Planning & analysis

Problem solving

Discretion & confidentiality

Education

Bachelor's degree

Tools

Fusion

CampDoc

Connect2

Staff scheduling tools

Density monitors

WaitWell

Job description

About Berkeley

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom, and belonging makes it a special place for students, faculty, and staff, who are among the most talented and accomplished anywhere, including Nobel laureates, Pulitzer Prize winners, and MacArthur Fellows. Since our founding in 1868, we have been an engine for innovation - driving intellectual, economic, and social progress that benefits California, the U.S., and beyond. Together, we change the world.

At Berkeley, the best careers are built on a foundation of continuous learning and growth. We actively support professional development by providing all full-time staff employees with at least 80 hours of paid time per year and provide space for supportive colleague communities via numerous employee resource groups.

We invite applicants who are inspired by our Principles of Community and who are eager to be part of our exciting Strategic Plan, which charts Berkeley's next era of excellence.

Learn more about some of our accomplishments at Points of Pride.

Departmental Overview

The Department of Recreation & Wellbeing provides competitive and recreational opportunities for students, faculty, staff and campus affiliated community members. In addition to the 30 sports clubs, the department offers a wide range of recreational activities and state of the art equipment. RecWell also runs Berkeley Youth Recreation, which includes summer camps and year-round youth activities such as archery, martial arts, skateboarding, and swim lessons.

Position Summary

Reporting directly to the Executive Director, the Associate Director of Member Services oversees the entire Member Services unit within the Department of Recreation & Wellbeing. The Associate Director of Member Services establishes core goals, strategic priorities, and culture for both patron engagement and staff operations across member experience and customer sales. This position manages full unit operations, including high-level escalated decision-making, service quality governance, software ownership, systems integration, and administrative functions spanning finance, human resources, and IT. The Associate Director of Member Services demonstrates seasoned judgment in selecting methods and techniques for obtaining solutions, setting workload expectations, resolving staff priorities and conflicts, and ensuring seamless operations across all departmental spaces.

Application Review Date

The First Review Date for this job is November 13, 2026. For full consideration, please apply on or before the first review date.

Responsibilities

Direct Supervision and Leadership of Member Services - 25%

• Provides direct supervision, coaching, and strategic direction to two direct reports:
  • (1) the Assistant Director of Customer Service, who oversees business operations, sales, passport operations, program registrations, memberships, and locker rentals; and
  • (2) the Assistant Director of Member Experience, who focuses on the human element, supervising facility leadership student staff and managing administrative data entry.
• Oversees recruitment, onboarding, training, performance management, and workforce development across the entire Member Services area. Provides indirect supervision to 7FTE in Member Services (direct reports of each Assistant Director).

Culture, Member Service Governance, and Prioritization - 20%

• Sets the core goals, priorities, and cultural expectations for both patrons entering facility spaces and staff working in customer sales and member experience.
• Governs service assessments and defines key metrics to answer: "How do we measure success for this area?"
• Defines Area and Unit KPIs and standards for customer service, including response times, ticket resolution, task expectations, and ongoing priorities. Advocates for and manages workload pivoting, ensuring staff understand when administrative tasks must yield to high-touch, in-person experiences.
• Step in to enforce SOPs and resolve conflict or confusion regarding priorities within the Member Services team.

Systems & Software - 20%

• Serves as the primary resource and lead for all RecWell software needs, partnering closely with Health & Wellbeing IT.
• Acts as the functional software owner for all Member Services software applications, including Fusion, CampDoc, Connect2, staff scheduling systems, density monitors, and WaitWell.
• Directs application administration, system implementation, data integrity, and administrative data entry workflows across member services systems.
• Provides reports, metrics, and trend analysis to other department areas to inform data-driven decisions and support cross-program success.

Financial Management - 15%

• Oversees financial management, budget preparation, recharge administration, and revenue generation strategies for customer-facing services.
• Analyzes financial reports, performs trend studies, and evaluates resource utilization for membership sales, passport operations, locker rentals, and program registrations.

Campus and Divisional Leadership - 5%

• Represents the department on campus-wide and divisional committees, working groups, and initiatives.
• Serves as a key liaison across university partners to align Member Services practices with broader institutional goals.

Risk Management - 5%

• Establishes and governs policies, procedures, and protocols for recreation spaces and customer interactions to ensure full compliance with campus mandates, risk management standards, and regulatory policies (including CANRA and activities involving minors).
• Handles escalated user conflicts, policy violations, and risk mitigation strategies.

Inter-Unit Alignment and Escalated Collaboration - 5%

• Partners with other Associate Directors to set workload support expectations and ensure alignment across departments.
• Serves as the escalation point and lead for inter-unit projects, cross-functional strategies, and joint departmental initiatives.

Other duties as assigned - 5%

Required Qualifications

• Thorough knowledge of and/or ability to learn University rules and regulations, processes, protocols and procedures for budget, account and fund management, personnel management.
• Thorough knowledge of financial analysis and reporting techniques, human resources policies and procedures for staff and academic employees.
• In-depth knowledge of and/or ability to learn member services software applications and systems (e.g., Fusion, CampDoc, Connect2, staff scheduling tools, density monitors, WaitWell) and ability to partner with divisional IT.
• Strong skills in establishing customer service standards, governance metrics, SOP creation, and service assessment evaluation.
• Proven capability to resolve interpersonal conflict, manage workload prioritization, and foster a positive culture for patrons and staff.
• Advanced skills in short- and long-term planning, analysis, problem-solving, and conflict resolution.
• Interpersonal communication skills including verbal, written, active listening, critical thinking, persuasiveness, advising, and counseling skills.
• Ability to use discretion and maintain confidentiality.

Education / Training

• Bachelor's degree in related area and / or equivalent experience / training. (Required)

Licenses / Certifications

• Red Cross Adult CPR and First Aid Certification (Preferred)

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted annual salary range that the University reasonably expects to pay for this position is $105,000.00 - $114,000.00.

• This is an exempt, monthly-paid position.
• This is a full-time (40 hours/week) Career position eligible for UC benefits.

Other Information

• This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

Misconduct

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.