The Associate Director of Operations is responsible for all aspects of the day-to-day operations within all non-athletic Division of Student Affairs Student Centers, this includes Thwing Student Center (over 60,000 square feet), Eldred Hall (an almost 15,000 square foot building), Carlton Commons (More than 10,000 square feet which includes a Multi-purpose Room and Game Room), Leutner Commons (More than 9,700 square feet which includes The Spot, L3, Fireside Lounge and the Department of Student Affairs Room) and (2) outdoor spaces. Through their work, the Associate Director of Operations will create safe, clean, and engaging environments for the campus community and beyond. Primary responsibilities include supervising two professional staff members, overseeing the student operations staff; conducting ongoing inspections of the facility to identify risk management issues as well as maintenance and/or custodial needs; promoting and enforcing facility policies and procedures and supporting programs and events in the areas managed.
Manage the day-to-day operations of all Division of Student Affairs Student Centers. This includes: Supervision of (2) direct reports and (60+) student employees; conducting daily building walkthroughs to identify and correct any risk management issue or concern; Ensuring proper upkeep, cleaning, storage, and safety standards are met; Identifying, reporting and following-up on any maintenance and/or custodial needs via the university's work order system; managing access, lights, air, and staffing needs for all spaces. Develop a list of custodial needs/procedures and work with campus facilities to hold staff accountable. Must have the ability to come in as needed to manage and support after-hour facility emergencies (i.e., issues related to access/security; leaks; major damage to building/equipment). (35%)
Hire, train, supervise and evaluate (60+) student employees. This includes recruiting, interviewing, and onboarding new student employees. Develop, implement, and lead staff training focused on emergency policies and procedures such as CPR, AED and First Aid; ALICE training; (etc.); as well as facility policies, risk management, customer service, diversity and inclusion, and event management. Evaluate and update employee manuals and records. Oversee staff schedules, adjusting scheduling processes based on area needs, unique events, and budget. Plan and facilitate student operations staff meetings. Review and approve student’s time in HCM. Provide students with continual feedback, mentoring, recognition programs, and performance review. Must have the ability to take job-related calls from student employees after hours and on weekends to support issues as they arise (i.e., call offs; patron issues; etc.) (20%)
Oversee day to day operations of the Thwing Student Center Service Desk which includes Quick Bites and other retail sales as well as a United States Postal Service substation and over $2,000.00 worth of inventory. Maintain knowledge of USPS policies and procedures, food handling regulations, point of sales system as well as ensure expenditures are within budget. (10%)
Coordinate and complete major setups including physically moving tables, chairs as well as providing assistance with audio visual needs. (10%)
Collect usage data to report to the Associate Director. Prepare monthly and annual reports of building usage; evaluate the results of overall operations regularly and report these results to the Director and the Associate Director to ensure he/she is fully informed of all significant operating issues. Oversee and maintain up-to-date inventory, maintenance records and usage information of audio-visual equipment and other resources. Manage operations and staffing budget including projecting operational needs and monitoring spending (10%)
Direct and coordinate emergency evacuation procedures. Develop and maintain a communication plan within the building and with police and fire. Conduct training programs and practice drills to make sure all employees know what to do in case of an emergency. Responsible for identifying and correcting any risk management issue or concern. (6%)
Work with the Associate Director to evaluate, develop and implement facility policies and procedures. (4%)
Lead the efforts to reduce energy use, reduce waste, and make Student Centers operations as green and sustainable as possible. Communicate and work with facilities, custodial department, and all other users of Student Centers to ensure a consistent level of service is offered throughout the evening and weekends utilizing sustainability. (1%)
Responsible for researching and proposing new equipment and technology as well as participating in the selection, location and install of AV resources and equipment. (1%)
Serve on Student Affairs and campus-wide committees as assigned. (1%)
Take part in training seminars or classes as assigned. (1%)
Perform other duties as assigned. (1%)
Department: Regular contact to serve as department liaison to disseminate information and supervisory responsibility to Campus Engagement staff (the Director, Associate Director, Assistant Director of Engagement, Coordinator of Operations and Coordinator of Customer Experience).
University: Regular contact with Campus Facilities, Public Safety, Grounds; Auxiliary Services, Access Services, Division of Student Affairs Staff.
External: Continuous contact with contractors and other vendors (i.e., caterers, Able Rental, Vertical Sound, and Event Sources); clients/visitors including parents, alumni, and University Circle community; Jolly Scholar management, Bon Appétit, and other preferred caterers.
Students: Frequent interaction with student employees. Continuous interaction with Case Western Reserve University students.
Directly supervise the Coordinator of Operations, and Coordinator of Thwing Center. Indirectly supervise ~60 student employees.
Experience: 5 to 7 years progressive experience in facility operations, staff development or like work required.
Education: Bachelor’s degree in a business-related field, higher education, or nonprofit organization required; Master’s degree preferred.
Must possess superior diplomatic customer service assistance skills with the ability to professionally manage problems; professional experience working in team-oriented project environment with high quality and reliability requirements; excellent verbal, written and interpersonal communications skills; excellent interpersonal and team building skills; demonstrated project management experience and ability to manage several projects simultaneously; excellent computer skills; strong analytical skills and creative problem solving abilities and initiative; and supervisory and marketing experience.
Proven critical thinking skills/ability to identify and analyze options resulting in a solid decision/plan
Flexibility to adapt to changing needs and diverse responsibilities.
Extensive knowledge of software products including Office, Excel, PowerPoint, EMS, and media equipment including digital and video applications.
Demonstrated commitment to track and record in outstanding customer service.
Demonstrated ability to review, interpret and develop technical guidelines, policies, and procedures, and demonstrated excellence in providing customer service is required.
Be available to work evening and weekend as needed to meet operational needs.
Ability to take initiative and produce results in a dynamic and demanding environment.
Ability to meet consistent attendance.
Ability to interact with colleagues, supervisors, and customers face to face. Proven professional demeanor with tact, courtesy, diplomacy, and confidentiality.
Ability to initiate and manage changes
Attendance is mandatory; a change in shift must be reported as soon as possible by text, phone or by email. Frequent travel between floors/rooms/facilities. The employee must be able to understand the use of cleaning chemicals. Ability to lift tables, chairs and ensure that all trash/recycling are disposed of daily. Ability to lift 40lbs. at least a distance of 15ft. Ability to lift overhead and work at or below waist level (kneeling/ lying). The employee will need to perform the following activities: extensive standing and walking for the entire shift, balance, kneel, bend/stoop, push/pull, climb ladders, reach, climb stairs, reach above shoulder, crouch, squat, and repetitive motion using a computer mouse and keyboard to type. Must have the ability to respond to emergency situations and/or provide building coverage after hours and on weekends. This position is not eligible for the staff hybrid work program.