Manager, Membership Services

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Student Management, Level B

Job Title

Manager, Membership Services

Department

Leadership | Green College

Compensation Range

$6, $9,701.42 CAD Monthly

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 position. In 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

January 25, 2026

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

Job End Date

Ongoing

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 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 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 College's 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 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 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 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 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 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 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 one's own

• Demonstrates a commitment to enhancing one's 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