Manager, Membership Services

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge qualifications and experience for the the normal course employees will be hired transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Please provide a cover letter as part of your application as applications without a cover letter will not be considered.

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary
Green College is a graduate student and postdoctoral scholar residence and interdisciplinary academic programming space on UBCs Vancouver campus that promotes cross-disciplinary dialogue creativity and belonging. Approximately 100 graduate students and postdoctoral scholars reside at Green College year-round and at any given time they may be joined by numerous visiting academics writers and artists. The College offers free public programming and space for conferences and events in its beautiful heritage buildings.

The Manager Membership Services is the Colleges lead for the resident member lifecycle and community experience ensuring Green Colleges graduate research-focused interdisciplinary mission is realized in daily residential life. The role spans admissions and contracts space planning and occupancy optimization compliant records and data (privacy/FOIPPA) and resident-operations finances; it partners closely with SHCS the Green College Dining Society (GCDS) and campus support units. Highly visible and often after-hours/on-call the Manager supervises one staff member five resident employees and 2030 volunteers; exercising sound judgment discretion and an inclusive relationship-centered community-building ethos.

Manager leads fair transparent recruitment and selection; advises residents on community living wellbeing academic navigation and residency-related finances; and designs a year-round educational social and wellness program that strengthens interdisciplinary culture. They maintain a procedurally sound conduct process grounded in restorative practice; investigate alleged breaches and recommend outcomes; build crisis readiness and lead after-hours response; coordinate facilities and operations (work orders access safety bookings damage assessments); and use dashboards KPIs and evidence-based analysis to forecast demand assess programs improve policy and support effective governance and continuous improvement.

Organizational Status
Reports to the Principal works closely with the Manager of Administration and Finance and the Assistant Principal Programs. The Society Member and Development Lead reports to this position. The Finance and Administration Coordinator has a dotted line to this position. Supervises student employees including the Resident Navigator and oversees the work of volunteers and College committees.

Work Performed
Membership Administration & Admissions

• Lead the resident recruitment and admissions cycle chair/coordinate the Membership Committee and ensure fair transparent selection aligned with college values and EDI commitments.

• Manage contracts renewals withdrawals and appeals; make renewal recommendations to the principal.

• Oversee space planning room allocation and occupancy optimization in coordination with SHCS.

• Manage compliant records (privacy/FOIPPA) dashboards and reporting; design compliance systems; use data to forecast demand and inform policy Enforce adherence to compliance systems and standards.

• Manages financial activity related to resident operations budget; prepare forecasts and projections; set and reallocate funds; oversee programming funds.

• Develop KPIs and assessment plans for residence life programs; conduct research/analysis on emerging needs and trends; produce evidence-based reports and recommendations for the Colleges strategic position within the context of graduate student housing and research strategy at UBC.

Resident Advising & Success

• Provide advising to residents on complex issues pertaining to community living academic navigation and wellbeing; identify needs and connect residents to appropriate campus supports.

• Offer first-line guidance on multi-faceted student finance cases related to residency (e.g. rent/meal fees) where institutional accommodation may be required.

• Coach resident student leaders; develop peer programs that build capacity belonging and intercultural fluency.

• Recruit train supervise and evaluate staff resident employees and volunteers; provide ongoing coaching and performance management.

• Serve as a primary liaison to SHCS GCDS and campus support units regarding contracts meal plans billing issues conduct and complex cases.

Community Development & Educational Programming

• Design and deliver a year-round program plan (educational social wellness) that supports graduate and postdoctoral success and advances the Colleges interdisciplinary culture.

• Initiate and lead orientation and transition programs (e.g. consent culture bystander intervention inclusive communities academic integrity research communication).

• Build strategic partnerships with campus units and external groups to connect residents to experiential learning mentoring and career resources.

• Contribute to marketing recruitment outreach and College visibility initiatives in alignment with UBC brand and values.

Residence Conduct & Restorative Practice

• Maintain and regulate an accessible fair and procedurally sound residence standards process; train staff and volunteers on policy and procedure.

• Triage concerns; determine when restorative approaches are appropriate and when formal investigations are required.

• Independently investigate alleged breaches; prepare findings of fact and provide recommendation to the principal; support appeals and related university processes.

• Conduct restorative justice process where appropriate.

• Review and update the Resident Handbook and behavioral standards annually.

Crisis Prevention Response & Case Management

• Build readiness through prevention protocols and training; lead after-hours on-call response for resident crises and facilities emergencies.

• Respond to crisis incidents and student disclosures under various policies; support residents during complaints pursuant to UBCs Sexual Misconduct Policy No. SC17 and Discrimination Policy SC7.

• Assess risk and triage incidents; decide when to engage emergency services and campus partners; ensure timely follow-up and post-incident support.

• Lead after-action reviews and implement improvements to processes documentation and training.

• Advise resident governance bodies (Residents Council program committees GCDS student directors); support effective transparent decision-making.

Facilities & Operations Liaison

• Coordinate with SHCS and Facilities on building safety work orders access control and after-hours emergencies.

• Develop and administer space/equipment booking procedures; adjudicate damage assessments and appeals.

• Ensure compliance with UBC policies and Work Safe BC requirements; cultivate a culture of safety inclusion and continuous learning.

Consequence of Error/Judgement
The Manager Membership Services represents the college and university. Incorrect decisions/judgments would directly affect the universitys reputation and adversely impact the trust of residents university partners and the community. Incorrect decisions would have an impact on the universitys current and future ability to recruit and retain resident members and academic visitors and college operations. Poor judgment or failure to follow procedures or uphold standards could result in poor public relations loss of property or injury to residents or staff loss of revenue damage to building and equipment loss of prestige and potential legal liability for the university.

College and university credibility and image are strongly impacted by ongoing interactions with residents volunteers university partners campus organizations and the community at large. Poor performance would result in failure to provide a safe and secure living environment for residents as mandated by the university.

Supervision Received
The Manager Membership Services reports to the Principal of Green College and works independently within broad directives and goals to implement college and university policies and plans. Performance is reviewed for goal attainment and service management effectiveness. The Manager Membership Services meets regularly with the principal to manage processes share information address complex or high-risk cases advise on cross-portfolio issues and assess operations. The Manager exercises sound judgment attends to detail and follows through to outcomes.

Supervision Given
The Manager Membership Services directly supervises 1 staff member 5 part-time student employees and provides guidance and support to 20-30 volunteers.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of three to four years of related experience or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Additional professional experience strongly preferred

• Experience leading the development of a sense of community strongly preferred

• Experience providing non-academic advising services to graduate-level students and/or postdoctoral scholars or experience working in upper-year student residences

• Demonstrated ability to make independent managerial decisions and give direction

• Experience applying independent judgment to discern key information issues and/or risks within complex or unclear situations

• Demonstrated ability to manage ambiguity and complexity

• Demonstrated ability to effectively communicate sensitive and/or contentious information both verbally and in writing

• Demonstrated ability to respond to individuals in distress with care and empathy while also maintaining appropriate boundaries

• Demonstrated ability to convey a calm courteous and assertive sense of leadership when dealing with cases of heightened complexity or in situations of heightened tension

• Demonstrated ability to manage conflict that may not easily be resolved

• Demonstrated ability to nurture relationships with colleagues within other units and elsewhere on campus in order to achieve work outcomes

• Experience managing a budget approving expenditures and reconciling accounts

• Experience maintaining institutional records and manipulating data in spreadsheets and/or database software

• Experience developing engaging outcome-focused training modules is an asset

• Experience conducting assessment and evaluation is an asset

• Experience supervising unionized staff and volunteers is an asset