Job Description

Operations Support Coordinator

The Operations Support Coordinator earns a competitive salary of $25.27 - $27.35 per hour based on qualifications. Additionally, the city pays all premiums for our employees' dental, life insurance, plus the majority portion of the medical premium for employees and their dependents. We also offer a retirement plan through the Texas Municipal Retirement System (TMRS) with a 2:1 employer match, disability, access to the city's recreation fitness center, employee assistance program, educational assistance, 11 paid holidays and 2 designated paid holidays, paid vacation, sick leave, and an active wellness program focusing on physical, mental, and financial health.

General

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 issuesThe role works collaboratively with all divisions to ensure department systems, processes, and communication tools are accurate, accessible, and aligned with operational goalsThis class works independently, under limited supervision, reporting major activities through periodic meetings.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

Essential Functions:

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.

Additional Duties

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

Responsibilities, Requirements and Impacts

Data Responsibility

Data Responsibility refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creationData are intangible and include numbers, words, symbols, ideas, concepts, and oral verbalizations.

Gathers, organizes, analyzes, examines or evaluates data or information and may prescribe action based on these data or information.

People Responsibility:

People include co-workers, workers in other areas or agencies and the general public

Asset Responsibility:

Asset's responsibility refers to the responsibility for achieving economies or preventing loss within the organization.

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:

Mathematics requires the use of symbols, numbers and formulas to solve mathematical problems.

Uses addition and subtraction, multiplication and division and/or calculates ratios, rates, and percentages

Communications Requirements:

Communication involves the ability to read, write, and speak.

Reads technical instructions, procedures manuals and charts to solve practical problems, such as routine office equipment operating instructions; composes routine reports and specialized reports, forms, and business letters, with proper format; speaks compound sentences using normal grammar and word form.

Judgment Requirements:

Judgment requirements refer to the frequency and complexity of judgments and decisions given the stability of the work environments, the nature and type of guidance, and the breadth of impact of the judgments and decisions.

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:

Complexity addresses the analysis, initiative, ingenuity, concentration and creativity, required by the job and the presence of any unusual pressures present in the job.

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:

Impact of errors refers to consequences such as damage to equipment and property, loss of data, exposure of the organization to legal liability, and injury or death for individuals.

The impact of errors is moderately serious – affects work unit and may affect other units or citizens.

Physical Demands:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

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:

Equipment usage involves responsibility for materials, machines, tools, equipment, work aids, and products.

Handles or uses work aids involving some latitude for judgment regarding attainment of a standard or in selecting appropriate items

Unavoidable Hazards:

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

Safety of Others:

Safety of others refers to the level of responsibility for the safety of others, either inherent in the job or to ensure the safety of the general public

Requires some responsibility for safety and health of others and/or for occasional enforcement of the standards of public safety or health.

Minimum Education and Experience Requirements:

Bachelors' Degree in Parks & Recreation, Business Administration, or related field preferred

Requires three years recreation software and customer service or closely related experience.

Special Certifications and Licenses

Valid Texas Driver's License

Americans with Disabilities Act Compliance

The City of Pearland, TX is an Equal Opportunity EmployerThe ADA requires the City of Pearland, TX to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

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.

Fiduciary Responsibilities

Responsible for using reasonable measures to prevent, deter, and detect fraud / embezzlement within the department.

Organization-wide Employee Responsibilities

All City of Pearland employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of the City of Pearland's Ethics and Conflict of Interest policies. 

All employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, gender, national origin, age, marital status, political affiliation, familial status, disability, sexual orientation, pregnancy, or gender identity and expression.

To optimize performance of the organization City of Pearland employees are expected to use multi-directional communication (top to bottom, bottom to top, and across peer groups), use cross-functional teams to promote a greater understanding of the organization by employees at all levels, create to a culture of continuous learning that encourages and supports employee development and growth, embrace technology with a focus on improving service delivery, productivity and connectivity, and create an environment where innovation is supported and encouraged.