Administration and Customer Service Manager for Central Operations

University of Massachusetts Amherst - Amherst, MA4.4

Job no: 495485
Work type: Staff Full Time
Location: UMass Amherst
Department: Facilities Operations
Union: PSU
Categories: Administrative/Office Support
About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Under the general direction of the Associate Director of Facilities Operations for Capital Planning & Central Operations, the Administration and Customer Service Manager provides administrative, logistical and strategic support to the Central Operations area with an emphasis on customer service functions, TMA (The Maintenance Authority) management, and maintenance service reporting and analysis. This position leads and provides direction to assigned staff regarding Facilities Operations special projects and related communications and trainings. This position responds to and facilitates appropriate resolution for sensitive and/or high profile customer contacts and acts as a key liaison to Physical Plant, Environmental Health and Safety (EH&S), Student Affairs Technology Services (SATS), Residential Life partners, external contractors, and local and state agencies in matters relating to Residential Life Central Operations.

Essential Functions

Customer Service: Oversees customer service and administrative functions for Central Operations, which serves over 13,000 residence hall students and 200 families. Coordinates and tracks maintenance workflows, scheduling, communications, and data assessment for all Residential Life preventative maintenance (PM), abatement, and contractor work through the management of TMA, the Residential Life Facilities Operations Computerized Maintenance Management System (CMMS), including adding TMA work orders to the DOF process. Establishes and maintains systems and workflows for contractor work including identification of work to be completed, vetting and submission of delivery and purchase orders, tracking work to completion for invoicing, and assisting with trade labor contracts. Manages project records through TMA and digital storage directories.

Supervision: Recruits, hires, trains, supervises and assesses the job performance of one direct report and upward of 25 03/student reports comprising the special projects team. Manages related onboarding, professional development and off-boarding. Addresses workplace concerns; works with Human Resources and Labor Relations staff to resolve personnel matters; and, participates in grievance investigations and hearings as needed. Provides opportunities for competency-based learning, and engages staff in unit, department, SACL and campus goals and events. Leads regular and effective meetings, provides context for decisions, fosters open lines of communication, maintains privacy per established standards, and cultivates a staff culture rooted in collaboration, civility, adaptability, and professionalism. Collaborates with and provides technical assistance for Central Operations leadership and supervisors to create and implement hiring processes that align with Human Resources best practices.

Leadership & Collaboration: Serves as a member of the Facilities Operations Leadership Team and is responsible for departmental/office goals, policies, and priorities designed to enhance services for resident and customer relations as well as staff and operational effectiveness. Assists the Associate Director with operational and organizational planning including capital improvement maintenance prioritization and budget as assigned. Serves as a primary liaison to internal and external campus partners, principally Physical Plant ESU, EH&S, SATS, Residential Life Finance, Human Resources Payroll, external contractors, and local and state agencies, for Central Operations regarding PM projects and assignment decisions, TMA administration, equipment inventory and repair/replace determinations, mandatory maintenance inspections, staff licensing, required trainings, and data collection and reporting. Identifies and resolves related complex questions or concerns. Leads and/or participates in various Residential Life Facilities Operations committees and working groups.

Safety & Security: Maintains fire alarm, elevator, and other service contract processes and assists in securing related contractors and vendors. Coordinates hazardous materials assessment and removal work with Physical Plant ESU, EH&S, and other stakeholders. Directs fleet vehicle assignment, schedule, and maintenance processes and coordinates fleet vehicles for Central Operations.
Other Functions

Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.
Understands responsibilities with respect to Title IX, Clery and other compliance requirements.
Demonstrates capacity, skill and willingness to engage students and contribute to student success.
Works collaboratively with other campus stakeholders to fulfill the mission of Student Affairs and Campus Life.
Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.
Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Associate’s degree in any field plus 2 years of supervisory experience in a related work setting OR equivalent combination of education, training, and experience plus 2 years of supervisory experience in a related work setting.
Massachusetts Class D Driver’s License required upon hire.
Demonstrated competence with computer databases and worksheets.
Advanced organizational skills, ability to manage several projects simultaneously, and capacity to handle competing priorities in a complex and dynamic working environment.
Advanced customer service orientation.
Excellent judgment and ability to deal with difficult/sensitive situations.
Excellent interpersonal and communication skills.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Bachelor’s degree in any field plus 1 year of supervisory experience in a related work setting.
Demonstrated ability to work with a diverse population of students and staff.
Physical Demands/Working Conditions

Typical office environment activity.
Work Schedule

Typical work schedule M-F 7:00am-3:00pm. 37.5 hour work week.
Required to work some nights.
Required to work some weekends.
Salary Information

Professional Staff Salary Administration Program Position Level 26
Special Instructions to Applicants

Please submit your letter of interest, resume, and names, addresses, email and phone numbers of three references by the priority deadline of October 19, 2018. Applicants should apply by the priority deadline in order to ensure consideration.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Oct 1 2018 Eastern Daylight Time

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