Manager, Membership Services

Job SummaryGreen College is a graduate student and postdoctoral scholar residence and interdisciplinary academic programming space on UBC’s 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 College’s lead for the resident member lifecycle and community experience, ensuring Green College’s 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 ~20–30 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 StatusReports 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 PerformedMembership Administration & AdmissionsLead 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 College’s strategic position within the context of graduate student housing and research strategy at UBC. Resident Advising & SuccessProvide 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 ProgrammingDesign and deliver a year-round program plan (educational, social, wellness) that supports graduate and postdoctoral success and advances the College’s 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 PracticeMaintain 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 ManagementBuild 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 UBC’s 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 LiaisonCoordinate 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/JudgementThe Manager, Membership Services represents the college and university. Incorrect decisions/judgments would directly affect the university's reputation and adversely impact the trust of residents, university partners and the community. Incorrect decisions would have an impact on the university's 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 ReceivedThe 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 GivenThe Manager, Membership Services directly supervises 1 staff member, 5 part-time student employees and provides guidance and support to 20-30 volunteers.Minimum QualificationsUndergraduate 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 one’s own- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusionPreferred QualificationsAdditional professional experience strongly preferredExperience leading the development of a sense of community strongly preferredExperience providing non-academic advising services to graduate-level students and/or postdoctoral scholars or experience working in upper-year student residencesDemonstrated ability to make independent managerial decisions and give directionExperience applying independent judgment to discern key information, issues and/or risks within complex or unclear situationsDemonstrated ability to manage ambiguity and complexityDemonstrated ability to effectively communicate sensitive and/or contentious information, both verbally and in writingDemonstrated ability to respond to individuals in distress with care and empathy, while also maintaining appropriate boundariesDemonstrated ability to convey a calm, courteous and assertive sense of leadership when dealing with cases of heightened complexity or in situations of heightened tensionDemonstrated ability to manage conflict that may not easily be resolvedDemonstrated ability to nurture relationships with colleagues within other units and elsewhere on campus in order to achieve work outcomesExperience managing a budget, approving expenditures and reconciling accountsExperience maintaining institutional records and manipulating data in spreadsheets and/or database softwareExperience developing engaging, outcome-focused training modules is an assetExperience conducting assessment and evaluation is an assetExperience supervising unionized staff and volunteers is an asset