Description

Broad Scope & Function

The Manager of Member Experience is responsible for the management of member on-boarding processes and facilitating an engaged membership population. This includes coordination of member education, activations, program sales, and fostering a progressively positive experience for all WELL members and guests. The position will oversee all member experience personnel who provide for and engage all guests with information and opportunities related to campus recreation programs and services, building tours, and information regarding the campus. The position will also be responsible for maintaining effective facility access control, managing goals related to membership and program participation; daily information exchanges; business transactions; and will assist with the development and implementation of policies and risk management procedures. In addition, the position will assist with the creation and management of the annual project list and budget for all operations within related areas of management including membership and customer service; monitoring expenses; and working with all WELL full-time staff, and part-time staff to promote a positive membership experience and ensure the integrity of facility access.

Reporting Relationship

This position reports to, and receives direction from, the Assistant Director of Member Services and Operations. The Manager of Member Experience will supervise all member experience staff, to include a Membership Specialist and all other member services part-time staff, interns, casual employees, and volunteers.

Salary

• Full range: $5,859-$7,554 per month ($70,308-$90,648 per year)
• Anticipated hiring range: $5,859-$6,925 per month ($70,308-$83,100 per year)

Benefits

• Participation in CalPERS Retirement Program
• Paid Vacation Time - starting at 10 hours accrued/month
• Paid Sick Time - 8 hours accrued/month
• Paid Holidays - 14 paid holidays per year including paid time off the week between Christmas Day and New Year's Day as the CSUS campus is closed
• Excellent medical benefits - 100% employer-paid medical & dental for employee-only coverage and low cost for family coverage
• Educational Assistance Program for employees and/or dependents
• Childcare subsidy
• Free membership to The WELL, Sacramento State's on-campus fitness center
• View a comprehensive list of all of the benefits at https://www.enterprises.csus.edu/wp-content/uploads/UEI_Benefits-At-A-Glance-Brochure_Union_Well.pdf

Application Instructions

This position closes to new applicants on July 26, 2026. Your application will be reviewed after this date.

Please include the following with your application:

• Resume

If this document is not included, your application materials will not be considered. Please include your employment history in the "Employment Experience" section of your application in addition to submitting your resume.

Conditions of Employment

The selected candidate must furnish proof of eligibility to work in the United States. University Enterprises, Inc. is not a sponsoring agency (i.e. H-1B Visa).

This is a full-time, exempt from overtime, benefited position, covered under the California Public Employees' Retirement System. Continued employment in this position is dependent upon the mutual consent of University Enterprises, Inc. (UEI) and the employee, and either University Enterprises or the employee can, at any time, terminate the employment relationship at will, with or without cause.

Duties and Responsibilities

1. Manages day-to-day operations of The WELL's front desk and Engagement Center, including facility access control, tour schedule, member engagement appointments, communications, and guest interactions.
2. Manages the member and guest check in process, and trains staff on entry procedures and facility access policy enforcement.
3. Ensures the accuracy of daily financial transactions for membership sales, program sales, and retail sales. Ensures transactions are completed in accordance with all PCI standards. Works with the Union WELL, Inc. Business Office staff on the resolution of any unresolved accounting or business transactions and processing refunds.
4. Creates, leads, and schedules a dynamic and motivated staff of approximately 40 part-time student employees using high quality processes for hiring, training, developing, and evaluating.
5. Responsible for implementing innovative and efficient procedures, staff trainings, and accurate and timely communication strategies that ensure a positive member experience.
6. Serves as one of the primary points of contact for the membership management software across program areas; supports corporate-wide utilization, provides training and guidance, and collaborates with departments to ensure consistent, efficient, and compliant use of systems.
7. Responsible for implementation, ongoing maintenance, and optimization of the organization's mobile application and online member portal; educates and supports staff, members, and guests in effective use of these platforms to enhance engagement and service delivery.
8. Oversees the management and operational readiness of the lobby area to ensure a safe, welcoming, and professional environment aligned with facility standards, proactively responding to fluctuations in facility usage and coordinating support for special events.
9. Leads the development and execution of a comprehensive membership recruitment and retention program, including membership appreciation initiatives, strategies to increase membership conversions, and efforts to enhance program engagement and participation.
10. Monitors and reports on membership and program sales goals and results.
11. Ensures the execution of all routine membership management, including but not limited to, adjustments to existing memberships, payment scheduling, and customer service. Conducts membership eligibility verification audits and evaluates associated processes to ensure accuracy, compliance, and alignment with established policies and financial procedures.
12. Works collaboratively with IT Services and Student Financial Services to execute the student membership registration process ensuring accurate and timely processing of student memberships.
13. Manages waiver administration for all Union WELL, Inc. programs and facility access; ensures proper collection, documentation, storage, and compliance.
14. Assists with employee deprovisioning processes for all Union WELL employees in partnership with IT Services to ensure timely removal of membership eligibility and various software for departing staff; maintains accurate documentation and compliance records related to system access and account management.
15. Coordinates regular meetings with all WELL staff in order to gather updates on fitness programs, intramural sports, climbing programs, special events, informal recreation, facility reservations, business office updates, and any other relevant building data.
16. Works closely with Union WELL, Inc., communication and marketing staff to develop and implement comprehensive communication and outreach plans.
17. Works with the Assistant Director of Member Services and Operations and all Union WELL, Inc. staff when collaborating with other campus departments and divisions in conducting information sessions, workshops, and activities regarding WELL membership and other opportunities.
18. Supports the development, coordination, organization, and implementation of semi-annual staff recognition events and an annual all-staff training.
19. Ensures that staff are provided opportunities for learning and training as it relates to serving a diverse population, promoting fairness, and furthering the goal of making our building and programs accessible to all.
20. Supports and maintains a sound working relationship with Student Health, Counseling and Wellness Services in order to create a dynamic and fully collaborative customer experience.
21. Assists with management of member conduct as it relates to policy violation and communicates issues. Works with the office of Student Conduct, Public Safety, and Student Health, Counseling and Wellness Services, as necessary.
22. Works with staff, members, and guests on complex issues as they arise, and helps resolve member and guest concerns.
23. Works with the Assistant Director, Member Services and Operations to create an annual departmental project list that is receptive and responsive to students, faculty, staff, and membership input regarding programs and services.
24. Assists with the creation and management of an annual budget for all operations within related areas of management.
25. Assists the Assistant Director, Member Services and Operations with creating student learning objectives and an assessment program that will demonstrate the attainment of skills, knowledge, and overall personal growth as a result of participation in these programs, student employment, or as a volunteer.
26. Ensures all activities are conducted in accordance with established and approved policies and regulations that address participant safety, as well as established service standards.
27. Recommends future modifications to programs using structured member feedback through ongoing evaluations, focus groups, surveys and other methods of data collection. Makes improvements and recommends innovations and changes that enhance the programs and facility.
28. Performs other duties of a similar nature as requested by Assistant Director and, when designated, can act in the absence of the Assistant Director.

Requirements

Minimum Qualifications

1. Bachelor's Degree in Business Management, Public Administration, Public Relations, Communications, Sports and/or Recreation Management or a closely related field.
2. Demonstrated progressively responsible supervisory or management experience, including but not limited to selecting, training, coordinating, and evaluating a diverse work force.
3. Demonstrated progressively responsible experience in customer service or customer experience-related areas.
4. Demonstrated experience in budgeting and facilities management.
5. Demonstrated ability to direct management goals, to facilitate change and to create and implement innovative programs.
6. Demonstrated experience working with technology solutions that support front desk operations such as membership software, online reservation systems and/or data management.
7. Demonstrated experience working with personal computer software applications including word-processing, spreadsheet, presentation, internet, and email software, such as the programs in the Microsoft Office Suite.
8. Excellent verbal and written communication skills.
9. Ability to compile, prepare, write, and review reports.
10. Must be able to work a varying schedule that periodically includes evenings and weekends.
11. Strong problem-solving skills.
12. Demonstrated ability to perform duties in a dynamic work environment and to establish and maintain effective working relationships with a variety of staff and community members.
13. Must acquire CPR/AED and First Aid certification within three (3) months of employment. Certification must be kept current.
14. Must be fingerprinted and pass a background check. Must continue to meet the established standards.

Preferred Qualifications

1. Master's Degree in Business Management, Public Administration, Public Relations, Sports and/or Recreation Management or a closely related field.
2. Progressively responsible experience working in a college or university environment, such as a Student Union or Recreation Center.
3. Demonstrated progressively responsible experience managing the front lobby operations for a recreation center, gym, or private health club.
4. Demonstrated experience in utilizing Innosoft Fusion software or a closely related member management software program.
5. Experience working in a large, non-profit corporation.

Physical Requirements

Sit for extended periods of time; frequent movement; manual dexterity and eye-hand coordination; corrected hearing and vision to normal range; excellent verbal communication; knowledge of use of office equipment including computers, telephones, copy machines, and printers. Ability to lift up to 40 pounds.

Working Conditions

Work is performed in an office and recreation center environment; continuous contact with members and guests, staff, the campus community, and the general public.

Work Schedule

• 40 hours per week
• Monday - Friday
• 8:30 am - 5:00 pm with adjustments periodically. Occasional nights or weekends to support operational needs or special events.
• After a 6-month waiting period, eligible for work from home for one day per week with supervisor approval. Fully in-office on the Sacramento State campus for the first 6 months.