Program Manager, Student Center Operations.

University of Denver•Denver, CO

17h•$28 - $30•Onsite

About The Position

The Program Manager, Student Center Operations is responsible for the comprehensive daily operation, administration, and continuous improvement of the University of Denver’s Pioneer ID Card system within Student Center Operations. This position integrates customer service delivery, transactional processing, system administration, and operational coordination to ensure secure, reliable, and innovative campus card services. Reporting to the Director for Student Center Operations, this role serves as a key functional lead for card services, collaborating closely with campus partners and contributing to broader Student Center operational initiatives and the broader University. This position summary is not designed to capture all activities, duties, or responsibilities required for this position. Responsibilities may change or new ones may be assigned at any time. This position is a limited appointment with continuation contingent upon funding availability and performance.

Requirements

Bachelor’s Degree in Higher Education, Student Affairs, Business Administration, Facilities Management, or a related field.
Minimum of five (5) years of progressively responsible professional experience in student center operations, facilities operations, campus services, or a closely related area.
Demonstrated experience supervising professional staff and student employees.
Experience managing building operations, guest services, access services, or ID card programs.
Experience collaborating with facilities, IT/AV, campus safety, and event or scheduling partners.

Nice To Haves

Master’s degree in Higher Education, Student Affairs, Business Administration, Facilities Management or a related field.
Experience in a large, high‑use, multi‑functional student center or commons environment.
Experience overseeing access control systems and ID card operations.
Demonstrated success leading operational projects, renovations, or process improvement initiatives.
Experience with space management systems (e.g., 25Live and Momentus) and operational data analysis for planning and assessment.
Knowledge of student development theory and its application to student employment and student center work.
Experience working in a fast‑paced, event‑heavy environment with extended or nontraditional hours.

Responsibilities

Manage the daily operations of the Pioneer Card Office, ensuring efficient, accurate, and customer-focused delivery of identification, credentialing, and access-related services to students, faculty, staff, affiliates, and university guests.
Oversee the production, issuance, replacement, and distribution of Pioneer ID cards while maintaining compliance with university policies, security standards, and operational procedures.
Serve as the primary point of contact for card-related inquiries, concerns, and problem resolution, providing exceptional customer service and timely support for complex service issues.
Process and manage building access requests, account updates, credential assignments, access authorizations, and related security functions in coordination with campus partners.
Monitor, maintain, and improve office workflows, scheduling, inventory controls, supplies, equipment, and service delivery processes to support operational efficiency and customer satisfaction.
Recruit, train, supervise, schedule, evaluate, and develop student employees supporting Pioneer Card operations and Community Connections Hub, creating meaningful student employment experiences and ensuring consistent service standards.
Develop and maintain operational procedures, service standards, and customer service protocols that support continuous improvement and operational effectiveness.
Serve as the functional administrator for the OneCard system, overseeing user account management, configuration settings, permissions, operational functionality, and system maintenance.
Troubleshoot and resolve hardware, software, credentialing, transaction, and access-control issues related to card production systems, door access systems, point-of-sale integrations, kiosks, and peripheral equipment.
Coordinate system upgrades, patches, enhancements, implementations, and testing activities to ensure system reliability, security, and operational performance.
Monitor system interfaces, imports, exports, and automated processes to ensure data integrity and accuracy across university systems.
Conduct routine audits, reconciliations, and quality-control reviews to identify and address discrepancies or security concerns.
Collaborate with Information Technology, Campus Safety, Housing & Residential Education, Dining Services, and other campus partners to support integrated card and access services.
Serve as a liaison with external vendors and service providers, including card system vendors, hardware manufacturers, payment service providers, dining partners, and other contracted service organizations, to coordinate support, maintenance, upgrades, and issue resolution.
Manage daily cash handling, revenue collection, payment processing, balancing, and reconciliation activities in accordance with university financial policies and internal controls.
Process deposits, card replacement fees, departmental transactions, and related financial activities with a high degree of accuracy and accountability.
Maintain transaction records and supporting documentation to ensure compliance with accounting standards, university procedures, and audit requirements.
Complete monthly, quarterly, and annual financial reconciliations and reporting activities related to Pioneer Card operations and associated accounts.
Prepare financial reports, usage metrics, operational analyses, and supporting documentation for leadership review, audits, and assessment purposes.
Assist with the identification, evaluation, and implementation of opportunities to expand services, improve operational efficiencies, and support revenue-generating initiatives related to card services, credentialing programs, and auxiliary partnerships when applicable.
Lead and support operational projects designed to improve efficiency, customer service, system performance, accessibility, and overall service delivery within Student Center Operations.
Evaluate existing processes and recommend improvements through assessment, benchmarking, data analysis, and stakeholder feedback.
Maintain and update websites, service guides, customer communications, forms, and informational materials to ensure accurate and timely information for campus constituents.
Participate in the planning, testing, implementation, and documentation of new technologies, software enhancements, integrations, and service improvements.
Develop and maintain operational manuals, training documentation, business process maps, and knowledge resources to support continuity and staff development.
Collect, analyze, and report operational data and service metrics to support decision-making, strategic planning, goal setting, and continuous improvement efforts.
Perform special projects and other duties as assigned by the Director of Student Center Operations or Manager for Projects & Operations.
Support student onboarding, orientation programs, commencement activities, major campus events, and other university-wide initiatives requiring card services, access management, or operational coordination.
Participate in Student Center Operations initiatives that enhance student engagement, community connection, facility utilization, service delivery, and the overall campus experience, including support for evolving Student Center programs and spaces such as community-building and student success initiatives.
Represent Student Center Operations on departmental, divisional, and university committees, work groups, and cross-functional collaborations.
Partner with campus stakeholders to support facility access planning, operational readiness, emergency response coordination, and building services initiatives.
Assist with assessment activities, operational reviews, surveys, benchmarking efforts, and reporting that support strategic planning and organizational effectiveness.
Contribute to a welcoming, accessible, and student-centered environment that supports the mission, values, and goals of Student Affairs and Student Center Operations.