Operations Support Coordinator

Overview

The Operations Support Coordinator plays a vital role in supporting the Parks and Recreation Department by ensuring smooth operation of software systems, facilitating customer service, coordinating processes, managing data, and promoting departmental programs and events. The position involves functioning as a key liaison for staff and the public, providing expertise with recreation software, online registrations, memberships, and facility reservations. Collaborative efforts across divisions help maintain system accuracy, workflow efficiency, and effective communication. This role operates independently with limited supervision and periodic reporting.

Compensation and Benefits

Hourly wages range between $25.27 and $27.35 based on qualifications. Employees receive fully paid dental and life insurance, majority-covered medical insurance for employees and dependents, retirement benefits through the Texas Municipal Retirement System with a 2:1 employer match, disability coverage, access to the city fitness center, employee assistance programs, educational support, 11 paid holidays plus 2 designated holidays, paid vacation, sick leave, and participate in an active wellness program emphasizing physical, mental, and financial health.

Key Responsibilities

• Maintain comprehensive knowledge of departmental services, operations, and procedures to support both staff and customers effectively.
• Administer all recreation, membership, event, and facility management software systems for the department.
• Manage system setup, user access, organization, and daily functionality for programs, registrations, memberships, and facility reservations.
• Provide escalated internal and external support concerning online accounts, registrations, payments, software access, and membership management.
• Investigate and resolve system-related issues, including payment disputes, ensuring smooth software performance.
• Act as the main point of contact for software vendors, coordinating communication and tracking issue resolutions.
• Develop and maintain documentation such as policies, procedures, training materials, and operational guidelines related to systems and workflows.
• Analyze and improve departmental processes to enhance customer experience, service delivery, communication, and operational efficiency.
• Conduct onboarding and ongoing staff training on recreation systems, registration procedures, reporting tools, and operational practices.
• Support financial monitoring and reconciliation associated with registrations, memberships, reservations, and payments.
• Compile and prepare data reports, dashboards, audits, and presentations to aid management in decision-making, budgeting, and strategy.
• Verify the accuracy, completeness, and compliance of system-generated reports.
• Manage and update program, event, membership, and service information across multiple digital platforms and communication channels.
• Guide content organization and ensure consistent, accessible communication across platforms.
• Promote membership sales for Recreation Center & Natatorium through outreach, digital campaigns, and engagement initiatives.
• Coordinate timely and accurate public communications regarding facilities, programs, and operational updates.
• Perform audits to identify and update outdated or incorrect information across platforms.
• Support departmental projects including Master Planning, Accreditation, strategic initiatives, and performance tracking.
• Monitor staff certifications, compliance training, and professional development activities.
• Maintain records according to retention and disposition policies.

Additional Duties and Work Conditions

• Work involves analyzing and handling data and information to recommend actions.
• Responsibilities include interaction with coworkers, other agencies, and the public.
• Manage resources to achieve cost efficiency and prevent moderate losses within a small division.
• Use mathematical calculations including addition, subtraction, multiplication, division, ratios, rates, and percentages.
• Read, write, and speak effectively to interpret technical materials and compose reports and correspondence.
• Make frequent independent decisions affecting staff and customers within a moderately dynamic environment.
• Complex problem solving, policy oversight, and supervisory duties requiring continuous attention.
• Errors can moderately impact the work unit and may affect other units or citizens.
• Physical demands are primarily sedentary with occasional walking/standing and require exertion up to 10 pounds regularly.
• Operate equipment and tools that require judgment to meet standards and select proper items.
• No unavoidable hazards present in the working conditions.
• Responsible for safety and occasionally enforcing public safety/health standards.

Minimum Qualifications

• Bachelor's degree preferred in Parks & Recreation, Business Administration, or a related discipline.
• At least three years of experience in recreation software and customer service or a closely related field.
• Valid Texas driver's license required.

Equal Opportunity and Employment Conditions

The City of Pearland is committed to equal opportunity employment and provides reasonable accommodations for qualified individuals with disabilities. Employees may be called upon to perform emergency duties during disasters. Adherence to ethics and avoidance of conflicts of interest are required. The workplace fosters effective communication, continuous learning, technological adoption, and innovation to enhance service delivery and organizational performance.