Operations Support Coordinator

General Description

The purpose of this position within the organization is to support the efficient and effective operations of the Parks and Recreation Department through system administration, customer support, process coordination, data management, and departmental communication and promotion of events, programs, membership, and services. This position serves as a key internal and external customer service resource by supporting staff and the public with recreation software systems, online registration, memberships, facility reservations, and account-related issues. The role works collaboratively with all divisions to ensure department systems, processes, and communication tools are accurate, accessible, and aligned with operational goals. This class works independently, under limited supervision, reporting major activities through periodic meetings.

Responsibilities

• Maintains a strong working knowledge of departmental operations, programs, services, and procedures in order to effectively support staff, assist customers, and respond to operational needs.
• Serves as department administrator for all recreation, membership, event and facility management software systems. Oversees the setup, access, organization, and day-to-day functionality of departmental systems that support programs, memberships, facility reservations, registrations, and customer service operations.
• Provides day-to-day internal and external customer support for escalated issues related to online accounts, registrations, memberships, facility reservations, payments, and software access.
• Provides investigative support to staff and customers by assisting with system-related issues, resolving user concerns, and helping ensure departmental software and registration systems operate smoothly and efficiently. For example, credit card payment disputes, etc.
• Serves as the primary departmental liaison for software support, coordinating vendor communication, tracking system issues, and helping ensure timely resolution of operational needs.
• Develops and maintains policies, procedures, training resources, and operational guidelines related to departmental systems, registrations, memberships, reservations, and daily workflows.
• Evaluates departmental processes and workflows to identify opportunities to improve customer experience, service delivery, communication, and operational effectiveness.
• Facilitates onboarding and ongoing staff training related to recreation software systems, registration procedures, programs creation, reporting tools, and operational processes.
• Supports financial tracking and reconciliation processes related to registrations, membership, reservations, and payment processing.
• Compiles data for reports, dashboards, audits, and presentations to support management decision-making, budgeting, and strategic planning.
• Monitors and reviews system-generated reports for accuracy, completeness, compliance, and reliability.
• Supports departmental promotion and community awareness efforts by maintaining and updating program, membership, event, rental, and service information across the department website, online registration portal, SharePoint pages, digital platforms, and communication tools.
• Provides guidance and support related to content organization, communication consistency, and customer accessibility of information across platforms.
• Markets and promotes Recreation Center & Natatorium membership sales developing and supporting outreach initiatives, digital communications, promotional campaigns, and engagement efforts designed to increase awareness and membership growth.
• Ensures accuracy and consistency of program information, registration details, promotional content, and customer-facing system information across platforms.
• Assists division managers with drafting and distributing urgent facility, program, event, and operational updates, through email communications to the public, participants, and members to ensure timely, accurate, and consistent information sharing.
• Conducts audits across platforms to identify outdated or incorrect information and coordinates updates as needed.
• Supports department-wide initiatives and projects such as Master Planning, Accreditation, strategic initiatives, and performance reporting.
• Monitors staff certifications, required compliance training, and professional development requirements.
• Maintains system records and documentation in accordance with record retention and disposition requirements.

Qualifications

• Bachelor's Degree in Parks & Recreation, Business Administration, or related field preferred.
• Requires three years recreation software and customer service or closely related experience.
• Valid Texas Driver's License.

Skills & Job Requirements

• Data Responsibility: Gathers, organizes, analyzes, examines or evaluates data or information and may prescribe action based on these data or information.
• People Responsibility: Provides information and assistance to co-workers, workers in other areas or agencies, and the general public.
• Asset Responsibility: Requires responsibility and opportunity for achieving moderate economies and/or preventing moderate losses through the management of a small division; handles supply of high value or moderate amounts of money consistent with the operation of a small division.
• Mathematical Requirements: Uses addition and subtraction, multiplication and division and/or calculates ratios, rates, and percentages.
• Communications Requirements: Reads technical instructions, procedures manuals and charts to solve practical problems; composes routine reports and specialized reports, forms, and business letters with proper format; speaks compound sentences using normal grammar and word form.
• Judgment Requirements: Responsible for the actions of others, requiring almost constant decisions affecting co-workers, customers, clients or others in the general public; works in a moderately fluid environment with guidelines and rules, but frequent variations from the routine.
• Complexity of Work: Performs supervisory work involving policy and guidelines, solving both people and work-related problems; requires continuous, close attention for accurate results and frequent exposure to unusual pressures.
• Impact of Errors: The impact of errors is moderately serious – affects work unit and may affect other units or citizens.
• Physical Demands: Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
• Equipment Usage: Handles or uses work aids involving some latitude for judgment regarding attainment of a standard or in selecting appropriate items.
• Unavoidable Hazards: None.
• Safety of Others: Requires some responsibility for safety and health of others and/or for occasional enforcement of the standards of public safety or health.
• Fiduciary Responsibilities: Responsible for using reasonable measures to prevent, deter, and detect fraud / embezzlement within the department.
• Emergency Management Responsibilities: During emergency conditions, all City employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

Benefits

• Competitive salary of $25.27 - $27.35 per hour based on qualifications.
• The city pays all premiums for employees' dental and life insurance.
• The city pays the majority portion of the medical premium for employees and their dependents.
• Retirement plan through the Texas Municipal Retirement System (TMRS) with a 2:1 employer match.
• Disability coverage.
• Access to the city's recreation fitness center.
• Employee assistance program.
• Educational assistance.
• 11 paid holidays and 2 designated paid holidays.
• Paid vacation and sick leave.
• Active wellness program focusing on physical, mental, and financial health.