Program Coordinator

Title: Program Coordinator

VP Area: Auxiliary Enterprises

Department: Campus Card Office

Work Schedule: Fixed daytime hours Monday-Friday

Telework Availability: On-campus Position

FLSA Status: Non-Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Job Purpose:

The position is responsible for the day‑to‑day operations of the department, including provisioning mobile credentials, issuing physical ID cards and badges, and managing all parking permit services. The individual maintains and operates specialized equipment used in the production of each item and collaborates with campus partners to resolve issues affecting the use of mobile credentials, campus ID cards and badges, and parking permits. Strong organizational skills are essential, as the position must prioritize multiple tasks with competing deadlines and navigate efficiently across multiple software applications. The individual also supervises a team of student staff, establishing work shifts, tracking hours worked, and approving time sheets. This position experiences fast‑paced periods during peak times and requires the ability to manage high volumes of credentialing and parking‑related requests while maintaining accuracy and service quality.

Essential Functions:

• 50% - Operations
• Responsible for processing applications, renewals, replacements, and payroll deductions (when applicable) for campus partners when issuing mobile credentials, ID cards, badges, and parking permits.
• Documents operational processes, contributes to ongoing process improvement, and works extensively with dynamic spreadsheets to analyze information and ensure data accuracy.
• Daily responsibilities include managing service requests through established workflows, email, Zoom, phone, and in‑person interactions, as well as overseeing supplies used for card production and parking permit distribution.
• The role also involves troubleshooting issues related to door access, meal plans and Bulldog Bucks, Papercut, and other integrated systems, while maintaining all production equipment and associated software.
• Collaboration with IT is essential for developing and testing system enhancements that improve service delivery.
• The position participates in professional associations to stay current with industry best practices and maintains and updates departmental website content.
• Additional responsibilities include processing Bulldog Bucks transactions, assisting with parking ticket reconciliation, providing backup support for meal plan operations, and coordinating event parking needs such as temporary permits, validations, and policy education.
• 30% - Hire and Supervise Student Staff 
• The position is responsible for hiring, training, and supervising student staff while providing ongoing guidance, support, and performance evaluations.
• It is responsible for fostering a collaborative, growth‑oriented work environment that encourages both professional and personal development among student employees.
• 15% - Customer Service, Communications, and Marketing 
• Deliver comprehensive customer service and communication support to students, affiliates, vendors, faculty, staff, parents, campus partners, and off‑campus merchants.
• Educate customers on available self‑service options and leveraging electronic tools to enhance the overall cardholder experience.
• Maintain a positive, empathetic, and professional demeanor while responding promptly to inquiries and delivering service through walk‑ins, phone, email, Zoom, text, and workflow systems.
• Responsibilities also include creating and delivering consistent, branded communications for the Bulldog Bucks program across multiple platforms, including social media, as well as drafting, reviewing, and submitting Zagcard Morning Mail messages.
• Provide clear information related to parking rules, permits, zones and locations, citations, and appeals to ensure customers understand policies and available options.
• 5% - Metrics and Analytics
• Responsible for maintaining the permit database and vehicle records within the parking management software, ensuring accuracy and completeness.
• It monitors stored‑value data reports and reconciles transaction details to reimburse off‑campus merchants for expenditures.
• Oversee data entry across various databases and forms, maintaining high standards of accuracy and timeliness.
• Collaborate with department leaders to develop and refine Key Performance Indicator reports using tools such as Power BI to support data‑driven decision‑making.
• Additional Duties as Assigned by the Department

Educational Requirement:

• Vocational, Associates, or Technical Degree

Years of Related Experience Requirement:

• 1 year
• In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education. 

Certifications and/or Licensures:

• None

Skills & Abilities:

• 1–3 years of experience in operations, customer service, or administrative support
• Demonstrated experience working with data, spreadsheets, or database systems with strong attention to detail and accuracy
• Experience providing high-volume customer service across multiple channels (in-person, phone, email, or virtual)
• Basic experience troubleshooting systems, technology, or user issues
• Strong organizational skills with the ability to manage multiple priorities and workflows simultaneously
• Effective written and verbal communication skills
• Ability to work collaboratively with internal teams and campus partners
• Experience using standard office software (e.g., Microsoft Excel, Word, Outlook)

Preferred Qualifications:

• Experience with integrated administrative computing system.
• Experience in a higher education environment, particularly in campus card, parking, or auxiliary services
• Experience supervising, training, or mentoring student employees or entry-level staff
• Intermediate to advanced skills in Excel or data analysis tools (e.g., Power BI or similar reporting tools)
• Familiarity with process improvement and documenting operational workflows
• Experience managing inventory, supplies, or production equipment
• Experience supporting financial transactions, reconciliation, or stored-value programs
• Knowledge of parking systems, policies, or enforcement processes
• Experience collaborating with IT teams on system enhancements, testing, or implementations

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 5 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Daily (>75% of time)

Walking - Ability to move about on foot to accomplish tasks: Daily (>75% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Often (50%-75% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)

The budgeted salary range that the University reasonably expects to offer for this position: up to $24.85

Pay Range:

Minimum Salary (Annualized 12 months and 40 hours/week): 41600

Midpoint Salary (Annualized 12 months and 40 hours/week): 51700

Maximum Salary (Annualized 12 months and 40 hours/week): 61800

Minimum Salary (Non-Exempt): 20.00

Midpoint Salary (Non-Exempt): 24.85

Maximum Salary (Non-Exempt): 29.71

Is this position eligible for relocation reimbursement?: No

Is this position eligible for a signing bonus?: No

At this time, the University has suspended all new H1B visa sponsorships.

Total Rewards Statement

At Gonzaga, we value the well-being and contributions of our colleagues by offering a comprehensive total rewards package. In compliance with Washington State's Pay Transparency Act, we provide both the full salary range for each position, and an anticipated salary range that reflects the budgeted amount that the university reasonable expects to offer the position. In addition to base compensation, we offer a competitive benefits package, which may vary depending on the position type and hours worked. To explore the full range of benefits available, please review the applicable Prospective Employee Benefit Guide available on the Gonzaga website.

EEO Statement

Gonzaga University is a Jesuit, Catholic, humanistic institution, and is therefore interested in candidates who will contribute to its distinctive mission. Gonzaga University is a committed EEO/AA employer and diversity candidates are encouraged to apply. All qualified applicants will receive consideration for employment without regard to their disability status and/or protected veteran status. Applicants with disabilities needing reasonable accommodations to complete the application or hiring process should contact Human Resources (509) 313-5996.