What are the responsibilities and job description for the Member Services Director (Recreation Leader), Recreational Sports position at Indiana University Bloomington?

Job Summary

The Director of Member Services leads efforts to enhance the participant experience at IU Recreational Sports by overseeing daily operations, participant engagement, and student staff development.

Department-Specific Responsibilities

Supervises 2 full-time staff, student program assistants, and over 100 hourly student employees across multiple facilities.
Implements strategic initiatives to improve service excellence.
Fosters a strong student leadership pipeline.
Collaborates with campus partners to support student success, health, and well-being.
Reports to the Associate Director of Operations.
Plays a key role in ensuring a welcoming, efficient, and engaging environment for all participants
Leads the Member Services team, including full-time staff and student employees, to uphold excellence in participant experience.
Supervises daily operations of member services across multiple campus facilities.
Implements strategies to enhance participant engagement, staff recruitment and retention, and overall member services.
Develops and implements a student leadership lifecycle to maximize training, support, and growth opportunities.
Reimagines the Team Leader role to empower building leadership during all facility hours.
Advances the Member Services Lead position as a secondary student leader within facilities.
Strengthens the Recreation Assistant role to focus on relational service and participant engagement.
Oversees equipment check-out processes, locker room management, and participant experiences within these spaces.
Manages laundry services across all RecSports facilities.
Leads project management efforts, including budgeting, resource allocation, and coordination of large facility upgrades in collaboration with university facility operations and external contractors.
Develops and maintains strong partnerships with campus stakeholders to support student success, health, and well-being.
Collaborates with programmatic units to align student employment and development initiatives.
Prioritizes and efficiently manage member services requests and tickets.
Oversees emergency and risk management in coordination with the Recreational Sports and Office of Student Life teams.
Procures necessary supplies and equipment to maintain service excellence.
Participates in an on-call rotation to support emergency situations.

General Responsibilities

Provides highest level of operational leadership and coordination of assigned staff members to define recreational programming methodologies and standards; provides direction and guidance on high priority program operations / projects / initiatives.

Establishes short-term business plans and long-term operational objectives, including managing program timelines / deliverables and developing resource plans for multi-project / multi-phase program initiatives.

Conducts a variety of personnel actions to include, but not limited to hiring, promotion, performance management, and dismissal.

Manages high level assignments and allocation of resources, including negotiating and coordinating initiatives that involve staff in other departments / areas / teams; may coordinate large-scale programs with a wide audiences in support of recreational initiatives.

Makes budgetary recommendations / proposals based on resource needs and ensures cost containment.

Researches and stays up-to-date on new industry program standards, subject matter experts, best practices, and strategic marketing; responsible for the implementation of new protocols / procedures to address business needs.

Works collaboratively with other unit leaders, volunteers, students and / or faculty experts across departments in recommending standards, best practices, and related policies / procedures.

Prepares management reports and summaries for senior administration, executive, steering and advisory committees; acts as an advisor to executive committees; serves on various university committees, communities of practice, and task forces related to program development, educational initiatives and institutional priorities.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

Bachelor's degree in Exercise Science, Recreation, Sports Management, or related field

Preferred

Master's degree in Exercise Science, Recreation, Sports Management, or related field

WORK EXPERIENCE

Required

4 years of related experience with structured recreational programming

1 year of management experience

Preferred

8 years or more of related experience with structured recreational programming and student engagement

5 year of management experience in relevant field, including direct supervision of full-time staff

LICENSES AND CERTIFICATES

Required

CPR / AED within 180 days from date of hire

Standard First Aid within 180 days from date of hire

Preventing Disease Transmission / Universal Precautions within 180 days from date of hire

SKILLS

Required

Proficient communication skills

Maintains a high degree of professionalism

Demonstrates time management and priority setting skills

Excellent organizational skills

Excellent collaboration and team building skills

Effectively coaches and delivers constructive feedback

Instills commitment to organizational goals

Demonstrates excellent judgment and decision making skills

Effective conflict management skills

Builds and manages effective teams

Preferred

Proven team leader

Focus on continuous improvement with the ability to assess an operation and suggest efficiencies and changes

Strong relationship builder and diplomatic collaborator

Ability to apply sound judgment and apply experienced analysis techniques within area of specialization to make decisions

Demonstrates problem-solving skills and techniques

Excellent written and oral communication skills

Possess flexibility to work in a fast paced, dynamic environment

Seeks to acquire knowledge in Recreational Sports and student success

Highly thorough and dependable

Demonstrates a high level of accuracy, even under pressure

General knowledge of the health care continuum, and ability to advocate for fitness / wellness as part of the student health care continuum

Working Conditions / Demands

This role regularly requires the ability to effectively communicate. This role frequently requires the ability to operate equipment. This role frequently requires the ability to remain stationary and ascend / descend ladders / stairs. This role requires the ability to move objects weighing up to 50 pounds. The role requires the ability to detect items in close proximity as well as far away; discern between colors; detect objects in peripheral space of self; discern items in detail; and to have good depth perception. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

Bloomington is not just a place to work, it is a place to live, thrive, and enjoy life. To learn more about what makes this town so special, click here.

Work Location

This is an in-person position.

Bloomington, Indiana

Advertised Salary

80,000 - $90,000 depending upon education and experience.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including :

Comprehensive medical and dental insurance

Health savings account with generous IU contributions

Healthcare and dependent care flexible spending accounts

Basic group life insurance paid by IU

Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance

Base retirement plan with generous IU contributions, subject to vesting

Voluntary supplemental retirement plan options

Tuition subsidy for employees and family members taking IU courses

10 paid holidays plus a paid winter break each year

Generous paid time off plans

Paid leave for new parents and IU-sponsored volunteer events

Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level : Sr. Operational

FLSA : Exempt

Job Function : Athletic Affairs

Job Family : Recreational Sports

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11 : 59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information.

Salary : $80,000 - $90,000

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Member Services Director (Recreation Leader), Recreational Sports

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