Business Operations (Member Experience)

About the job

The Business Administrator/Member Experience position is the primary point of contact for OLLI-USF members and the day-to-day owner of the technology and processes that support their experience -- from registration and renewals to refunds and general support. This role blends hands-on customer service with a working knowledge of the digital tools (Microsoft 365, Power Automate, the registration/course system) that increasingly power how members interact with OLLI-USF, and exercises independent judgment and discretion in resolving member issues, troubleshooting system problems, and identifying and implementing process improvements, rather than following a fixed script or simply executing tasks manually. As a 100% self-funded auxiliary unit, OLLI-USF depends on this position to keep member-facing operations -- registration, renewals, refunds, and day-to-day support -- running smoothly and reliably, since disruptions here directly affect the member experience and the membership revenue the program relies on.

Responsibilities

Hiring Salary: $52,000 annually

Member Support & Registration Assistance: Serve as the first point of contact for member questions, registration issues, and general support requests, providing a warm, responsive experience consistent with OLLI-USF’s community-first culture.

Membership Administration & Record Maintenance: Own day-to-day membership administration -- reviewing new-member records, routing new members appropriately, monitoring daily class registrations for non-member activity, and maintaining accurate member records.

Refund Processing: Process member and class refunds accurately and within established timeframes.

Automated Communication Monitoring & Outreach Coordination: Monitor and maintain automated membership communication workflows (renewal reminders, expiration notices, and related follow-ups), identifying and resolving issues as they arise; partner with the volunteer team responsible for personal member outreach so automated processes and personal follow-up work together smoothly.

Member-Facing Technology & Systems Support: Serve as OLLI-USF’s front-line resource for member-facing technology -- Microsoft Forms, Power Automate flows, the registration/course system -- troubleshooting issues and recommending improvements, in partnership with university IT as needed.

Process Documentation & Improvement: Maintain and help evolve internal process documentation (SOPs) for membership operations as processes change; track recurring member questions or pain points and bring recommendations for process or technology improvements to leadership.

Performs other duties as assigned.

Qualifications

Minimum Qualifications:

Associate's degree or equivalent combination of education and experience. Two or more years in a customer service, member services, or administrative support role.

Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree. • Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S. • SB 1310: Substitution of Work Experience for Postsecondary Education Requirements • A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed: • (a) Two years of direct experience for an associate degree; • (b) Four years of direct experience for a bachelor’s degree; • (c) Six years of direct experience for a master’s degree; • (d) Seven years of direct experience for a professional degree; or • (e) Nine years of direct experience for a doctoral degree • Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment. • Minimum Qualifications that require a high school diploma are exempt from SB 1310.

Preferred Qualifications:

Demonstrated comfort learning and using cloud-based productivity and workflow tools (e.g., Microsoft 365, automated workflow platforms) required; direct experience with Power Automate, Microsoft Forms, or a registration/learning management system (e.g., Canvas) strongly preferred.

Additional Skills:

Proficient with Microsoft 365 (Outlook, Forms, Excel); comfortable learning new systems quickly, including registration/course platforms and workflow automation tools (e.g., Power Automate); basic data hygiene, reporting, and troubleshooting skills.

Strong customer service orientation, particularly in working with an older-adult membership base; clear, patient written and verbal communication; sound judgment and problem-solving under a high-volume, detail-heavy workload; a proactive, process-improvement mindset rather than a purely task-execution one.

Familiarity with nonprofit, educational, or membership-based organizations a plus; basic understanding of data privacy practices for handling member information preferred; working knowledge of auxiliary/self-funded unit operations, since disruptions to member-facing processes directly affect program revenue.

Acknowledgement:

While the primary job duties and responsibilities have been included, this job description is not designed nor meant to cover or contain a comprehensive listing of activities or responsibilities. This does not preclude the assignment of additional or developmental duties, special projects, or the scope of the position. Duties, responsibilities, and activities may temporarily or permanently change at any time with or without notice.

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg and USF Health. In 2025, U.S. News & World Report recognized USF with its highest overall ranking in university history, as a top 50 public university for the seventh consecutive year and as one of the top 15 best values among all public universities in the nation. U.S. News also ranks the USF Health Morsani College of Medicine in the highest tier, placing it as one of the top 16 medical schools in the nation and inside the top 10 among public universities. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $750 million in research funding in 2025 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of nearly $10 billion for the state of Florida. USF’s Division I athletics teams compete in the American Conference. Learn more at www.usf.edu.

About Us

Working at USF

With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF‘s rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida’s best large employers, ranked No. 1 among the state’s 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.

About USF

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF’s Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu.

Compliance and Federal Notices

This position may be subject to a Level 1 or Level 2 criminal background check.

Applicants have rights under Federal Employment Laws:

The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law.  The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

Family and Medical Leave Act (FMLA)

Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.

Equal Employment Opportunity

The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law.  The University maintains affirmative action programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.  This job description does not constitute an employment contract.

Additional Information

• Job Identification: 44554
• Job Category: Administrative
• Posting Date: 2026-10-15
• Apply Before: 2026-10-22
• Locations: 4202 E Fowler Ave, Tampa, FL, 33620, US
• Hiring Salary: $52,000 annually
• Essential Personnel: No