Program Operations Specialist

Job Description

Office of Minority Affairs & Diversity has an outstanding opportunity for a Program Operation Specialist to join their team.

About this Opportunity

Reporting to Assistant Director of Operations, the Program Operation Specialist is responsible for management, streamlining, and overseeing the welcome center, the reservations operation, and all the personnel associated with those areas. This includes supervising an average of 8-10 undergraduate students. This position will be responsible for the Samuel E. Kelly Ethnic Cultural Center (Kelly ECC) welcome center, which is the first point of contact for anyone entering the Kelly ECC. Likewise, this position will also manage reservations for the Kelly ECC and the Ethnic Cultural Theater (ECT), including platforms and client interactions.

Due to the Kelly Ethnic Cultural Center hours of operations, the work schedule for this position is set as follows:

• Monday-Friday: 9:00 AM - 6:00 PM
• Late Night shift (12:00 PM - 9:00 PM) will be required for one day a week.

Evening and weekend work schedule will be arranged in consultation with direct supervisor. Limited tele-work options are available

Key Responsibilities

(50%) Welcome Center Operations & Customer Experience Management:

• Oversee daily operations of the Kelly ECC welcome center, ensuring a welcoming, inclusive, and professional environment as the primary point of contact.
• Deliver and model superior customer service across all channels (in-person, phone, and email), ensuring timely, accurate, and courteous responses.
• 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, and determining appropriate resolutions to ensure consistency and service quality.
• Effectively communicate with diverse, multi-generational audiences, including students, staff, faculty, and external clients.
• Balance high-paced operational demands with focused administrative responsibilities, ensuring consistency and attention to detail.
• Coordinate and monitor usage and supply of general office supplies, xerox/copy machine supplies and husky prints.

(40%) Reservations & Event Operations Management:

• Serve as the primary manager of the Kelly ECC reservations system, overseeing scheduling, client intake, and event coordination from inquiry through completion.
• Conduct client meetings and walkthroughs to assess needs, determine feasibility, and align expectations with facility capabilities.
• 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, articulating guidelines clearly to clients, RSOs, and partners.
• Apply point-to-point service and sales-oriented practices to guide clients through the reservation process, including invoice coordination and payment follow-up in collaboration with the fiscal office.
• Maintain a strong understanding of building capabilities and limitations to ensure safe, compliant, and successful events.
• Coordinate communication between front desk, reservations, and building operations teams to ensure alignment on events, priorities, and issue resolution.
• Track, monitor, and support reservation-related processes to ensure accuracy, timeliness, and effective use of systems (e.g., Mazevo).

(10%) Programming and other related duties:

• Lead and/or contribute to special projects and initiatives, as requested, that advance the mission, vision, values and goals of the Kelly ECC, including coordinating and leading 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. This position manages 8-10 student employees.

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Qualifications

Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Department.

• 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.

Additional Qualifications

• Must have knowledge of higher education administration, and educational policies; ability to work collaboratively with faculty, staff, and administrators in a university setting.
• Candidates must demonstrate 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.

Preferred Qualifications

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

Working Conditions

• Ability to walk between 2.5 and 5.5 hours per day.
• Ability to lift up to 50 lbs. between 2.5 and 5.5 hours per day.
• Ability to carry 15 to 25 lbs. between 2.5 and 5.5 hours per day.
• Ability to climb (step stool, ladder, stairs); reach above shoulder height for less than 1 hour per week.
• Ability to keyboard/type fine manipulation such as using a mouse and handwriting for 2.5 to 5.5 hours per day
• The position does require some physical work in setting up tables and chairs, easels, projectors, portable screens, equipment, along with hanging curtains or banners for special projects or events. This may include climbing ladders to do so. The frequency of each is dependent on the day/event.
• Facility opens early mornings, or late evenings to accommodate special events and programs.
• Late Night shift (12:00 PM - 9:00 PM) will be required for one day a week.

Application Requirement

This recruitment requires a cover letter. Applications that do not include a cover letter will not be forwarded to the hiring department.

Please address the following in your cover letter:

• Tell us about yourself
• Tell us why you are interested in the position at the Kelly ECC
• Tell us about your experience, skills that will make you a great fit for the position

About the Team

Established in 1968, the Office of Minority Affairs & Diversity creates pathways to higher education for underserved communities, supports students through their academic journey, and fosters a campus climate that enriches the experience for all.

The OMA&D Student Success unit supports undergraduate students as they make the most of their Husky Experience to and through graduation. Programs provide advising, mentoring, tutoring, co-curricular experiences in research and career pathways, and support for students interested in pursuing graduate or professional studies. In addition to student support, the Student Success unit features spaces, resources and opportunities dedicated to student learning, leadership development, and belonging.

The Samuel E. Kelly Ethnic Cultural Center values diversity, equity, and inclusion of all communities, including underrepresented and first-generation students of color. We strive to be a safe and welcoming space for all.

Samuel E. Kelly Ethnic Cultural Center – UW – Office of Minority Affairs Diversity

Compensation, Benefits and Position Details

Pay Range Minimum:

$66,720.00 annual

Pay Range Maximum:

$71,496.00 annual

Other Compensation:

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81 .

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .