Associate Director of Member Experience
University of Wisconsin, Madison, WI, United States
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
Evaluates existing strategy and makes recommendations to unit leadership for program enhancement
Leads Recreation & Wellbeing as the primary administrator of our CRM software, Innosoft Fusion
Identifies, proposes, and implements new or revised unit operational policies, procedures, and initiatives
Plans and directs staff implementation of unit initiatives and programs, and facilities in alignment with the strategic plan
Leads Recreation & Wellbeing’s compliance requirements through campus’ Office of Youth Protection
Creates and monitors the unit budget and approves unit expenditures
Develops and implements risk management and safety plans
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
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 business administration, recreation management, higher education administration or related field.
Compensation The minimum salary for the position is $87,000. The expected salary for this position ranges from $90,000 to $100,000. Actual pay is negotiable based on experience and qualifications.
Benefits 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 the benefits summary PDF.
Equal Opportunity Employer The University of Wisconsin-Madison is an Equal Opportunity Employer.
EEO Statement Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.
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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
Evaluates existing strategy and makes recommendations to unit leadership for program enhancement
Leads Recreation & Wellbeing as the primary administrator of our CRM software, Innosoft Fusion
Identifies, proposes, and implements new or revised unit operational policies, procedures, and initiatives
Plans and directs staff implementation of unit initiatives and programs, and facilities in alignment with the strategic plan
Leads Recreation & Wellbeing’s compliance requirements through campus’ Office of Youth Protection
Creates and monitors the unit budget and approves unit expenditures
Develops and implements risk management and safety plans
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
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 business administration, recreation management, higher education administration or related field.
Compensation The minimum salary for the position is $87,000. The expected salary for this position ranges from $90,000 to $100,000. Actual pay is negotiable based on experience and qualifications.
Benefits 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 the benefits summary PDF.
Equal Opportunity Employer The University of Wisconsin-Madison is an Equal Opportunity Employer.
EEO Statement Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.
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