Program Operations Specialist - Welcome Center Reservation Manager

University of Washington•Seattle, WA

3d•Hybrid

About The Position

The Office of Minority Affairs & Diversity has an outstanding opportunity for a Program Operation Specialist - Welcome Center Reservation Manager to join their team. This position is responsible for the management, streamlining, and overseeing of the welcome center, the reservations operation, and all associated personnel, including supervising an average of 8-10 undergraduate students. The role will manage the Samuel E. Kelly Ethnic Cultural Center (Kelly ECC) welcome center, which serves as the first point of contact. Additionally, this position will manage reservations for the Kelly ECC and the Ethnic Cultural Theater (ECT), including platforms and client interactions. The work schedule is Monday-Friday: 9:00 AM - 6:00 PM, with a required late-night shift (12:00 PM - 9:00 PM) one day a week. Evening and weekend work schedules will be arranged in consultation with the supervisor. Limited tele-work options are available.

Requirements

A bachelor’s degree
1-2 years experience working with a diverse population of students.
1-2 years experience customer service skills.
1-2 years Project Management or large scale programming experience.
Knowledge of higher education administration, and educational policies.
Ability to work collaboratively with faculty, staff, and administrators in a university setting.
Excellent oral, written, and interpersonal communication skills.
Supervising experience, specifically in a university setting.
Experience working with diverse populations.
Experience with customer service resolving complex issues.
Experience managing competing priorities.
Experience with assessment, evaluation, or process improvement.

Nice To Haves

3–5 years of progressively responsible experience in customer service, operations, and/or program management, demonstrating a combination of the following: Experience providing customer service and resolving complex issues, Experience coordinating day-to-day operations and managing competing priorities, Experience working with diverse populations, Experience supervising, training, or leading staff, Experience in person-to-person sales.

Responsibilities

Oversee daily operations of the Kelly ECC welcome center, ensuring a welcoming, inclusive, and professional environment.
Deliver and model superior customer service across all channels (in-person, phone, and email).
Manage welcome center functions including lead hiring, on-boarding, daily oversight, staffing, scheduling, shift coverage, shift reports, customer feedback, and building opening/closing processes.
Respond to and resolve complex customer service issues using sound judgment, escalating when appropriate.
Effectively communicate with diverse, multi-generational audiences.
Balance high-paced operational demands with focused administrative responsibilities.
Coordinate and monitor usage and supply of general office supplies, xerox/copy machine supplies and husky prints.
Serve as the primary manager of the Kelly ECC reservations system, overseeing scheduling, client intake, and event coordination.
Conduct client meetings and walkthroughs to assess needs, determine feasibility, and align expectations.
Evaluate and vet new groups and reservation requests to ensure alignment with University and Kelly ECC policies.
Clearly communicate event requirements, logistics, and setup needs to internal staff and stakeholders.
Interpret and enforce University, OMAD, and Kelly ECC/venue policies.
Apply point-to-point service and sales-oriented practices to guide clients through the reservation process, including invoice coordination and payment follow-up.
Maintain a strong understanding of building capabilities and limitations.
Coordinate communication between front desk, reservations, and building operations teams.
Track, monitor, and support reservation-related processes to ensure accuracy, timeliness, and effective use of systems (e.g., Mazevo).
Lead and/or contribute to special projects and initiatives that advance the mission, vision, values and goals of the Kelly ECC.
Coordinate and lead student-centered programs and events (i.e OMA&D Welcome Daze & community graduation celebrations).
Organize logistics for programs focusing on cultural, social, academic, personal, and professional development.
Serve, collaborate and actively participate in any University and departmental wide committees or projects as needed.
Participate in training and relevant professional development activities to support professional and/or departmental growth and apply learning to improve work processes and operations.