Associate Director of Member Experience

Job Summary The Associate Director of Member Experience serves as an operational leader within Recreation & Wellbeing, responsible for the strategic leadership, operational execution, and continuous improvement of core member-facing service areas, including Member Services, Scheduling & Events, and Community Programs. This position plays a critical role in ensuring exceptional service delivery and operational excellence & sustainability across services supporting UW–Madison students, faculty, staff, and the broader community. Reporting to the Director of Member Engagement, the Associate Director provides leadership and oversight of frontline service infrastructure, experience delivery systems, and operational processes that support member access, participation, and engagement. This position ensures alignment between service delivery, business operations, technology infrastructure, and the division’s strategic priorities. As a member of the Recreation & Wellbeing Leadership Team, the Associate Director contributes to divisional planning, operational strategy, financial sustainability initiatives, and organizational effectiveness. Key Job Responsibilities Plans and directs staff implementation of unit initiatives and programs, and facilities in alignment with the strategic plan Evaluates existing strategy and makes recommendations to unit leadership for program enhancement Identifies, proposes, and implements new or revised unit operational policies, procedures, and initiatives Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full‑time equivalent (FTE) employees Creates and monitors the unit budget and approves unit expenditures Develops and implements risk management and safety plans Leads Recreation & Wellbeing as the primary administrator of our CRM software, Innosoft Fusion Leads Recreation & Wellbeing’s compliance requirements through campus’ Office of Youth Protection Compensation The minimum salary for this position is $87,000. The expected actual salary for this position ranges from $90,000 to $100,000 depending on experience and qualifications. In addition to salary, this position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax‑advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund. For a summary of benefits, please see: Required Qualifications Four years of full‑time, professional experience in collegiate recreation. Demonstrated ability to successfully lead, manage, and support full‑time staff. Experience working with a departmental budget, including budget creation, management, and the development of revenue forecasts. Experience with business development. Experience utilizing Innosoft Fusion in a member services setting, including data input, member access, payment systems, and working with Fusion’s support team. Preferred Qualifications Six years of full‑time, professional experience in collegiate recreation. Experience utilizing Innosoft Fusion’s comprehensive capabilities as a CRM software, including issues surrounding governance, data quality, and data input standards management Experience supervising a wide variety of collegiate recreation specialty areas. Experience working with services that support youth participation & activities, and responsibility of inherent youth protection laws, standards, oversight, and compliance. Additional Details Typical working hours between 8:00am - 5:00pm. Some night and weekend hours may be required. This position is eligible for up to the equivalent of one work day remote. Education Required: Master’s Degree in recreation, education administration, higher education, business administration or related field How to Apply As part of the application process, you will be required to upload a current resume and a cover letter addressing your work‑related experience and qualifications related to this position. References will be requested from final candidates. Contact Information Cameron Theisen, View email address on click.appcast.io Erik Jaeke, View email address on click.appcast.io #J-18808-Ljbffr