Coordinator of Operations (Thwing Student Center)
The Coordinator of Operations is responsible for the day-to-day operations and management of Thwing Center. Primary responsibilities include: 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, working to enhance student engagement and customer service within the facility; assist in event management as well as provide support on nights and weekends. This position works to align the Office of Thwing Center Engagement and Operations strategic priorities and advance the mission and vision of the Division of Student Affairs and Case Western Reserve University. Additionally, the Thwing Center Coordinator of Operations will interact with a diverse campus population and will work to build, enhance and sustain valuable relationships with students, faculty, staff, alumni, and community.
- Coordinate the student hiring process which includes: recruiting, interviewing and onboarding new student employees. Develop, implement and lead staff training focused on facility policies, risk management, customer service, diversity and inclusion, reservations and event management. Evaluate and update employee manuals and records. Coordinate staff schedules, adjust scheduling process based on area needs, special 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 program, and a performance review. (30%)
- Conduct daily building walkthroughs to ensure proper upkeep, cleaning, storage, and safety standards are met. Identify, report and follow-up on any maintenance and/or custodial needs via the university's work order system. Evaluate, develop and implement facility policies and procedures with Associate Director. (20%)
- Direct and coordinate emergency evacuation procedures. Develop 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. (10%)
- Oversee and maintain up-to-date inventory, maintenance records and usage information of audio visual equipment. Responsible for researching and proposing new technology as well as participating in the selection, location and install of AV resources and equipment. (8%)
- Manage Thwing Center social media platforms. Identify and capitalize on social media opportunities to create awareness and enhance relationships. Monitor and/or participate in blogging, Twitter, Facebook and other social media activities on behalf of the Thwing Center and the director. (8%)
- Be informed of all daily and weekly events in Thwing Center. Provide input to the weekly to-do-list that meets the needs of Thwing Center and takes into account the needs of the student employees. Provide support for event set-ups and tear-downs as needed. (6%)
- 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. (6%)
- Lead the efforts to reduce energy use, reduce waste, and make all Thwing Center operations as green and sustainable as possible. Communicate and work with facilities, custodial department, and all other users of Thwing Center to ensure a consistent level of service is offered throughout the evening and weekends utilizing sustainability. (6%)
- Collaborate with the administrative staff to establish priorities and goals to support achievement of Thwing Center objectives. (2%)
- Anticipate challenges, take initiative and solve problems. On more complex and/or strategic issues, gather information, clarify details, evaluate alternatives and formulate recommendations for the Associate Director in the daily report or weekly meeting. (2%)
- Other duties as assigned. (2%)
Department: Daily contact with the Director, Associate Director and Coordinator of Business Services to exchange information regarding Thwing Center operations, facility and risk management issues and concerns.
University: Frequent contact with Campus Services (Custodial, Facility and Plant Services, Grounds and Maintenance) to coordinate upkeep of custodial and maintenance needs within and around Thwing Center; Access Services (Access and Parking) to coordinate building swipe and key access needs; Campus Safety and Security to coordinate compliance with emergency action plan and ensure staff is properly trained in handling potential safety and security issues to best protect human life; Serves as liaison between Thwing Center and departments and offices housed within Thwing Center (Residence Life, Student Conduct and Community Standards, Title IX, Bon Appetit, University Housing, U[Tech], Faculty Development, Segal Lifelong Learning, and auxiliary tenants Jolly Scholar and Fed-Ex) to ensure compliance with facility policies and procedures as well as report and record maintenance and/or other issues within space.
External: Frequent contact with parents, alumnus, outside vendors (i.e. Caterers, Able Rental, Vertical Sound, and Event Source), prospective students and professional organizations when providing customer service to those who visit, attend and/or work events and programs within Thwing Center
Students: Daily supervision and interaction with student employees; Daily interaction with Case Western Reserve University students and student organizations (University Media Board, Undergraduate Diversity Collaborative, Commuter and Off Campus Students, Undergraduate Student Government, University Programs Board, and all Graduate Student Senate, etc.) who utilize Thwing Center programming and/or lounge spaces to provide customer service and ensure compliance of Thwing Center policies and procedures.
Supervise ~25+ student operations employees and in-direct supervision of the custodial service workers and security.
Experience and Education: Bachelor’s degree and 1 to 3 years of related experience is required; or high school education and 8 years of experience including staff supervision required (working in a college union/ student center setting is strongly desirable).
- Strong interpersonal skills; ability to work and communicate with various individuals from a broad spectrum of disciplines, technical and educational backgrounds within the department, school and university, and with individuals outside the university.
- Professional and effective verbal and written communication skills; ability to present and articulate ideas, plans, etc. Ability to interact with colleagues, supervisors, and customers face to face.
- Strong organization skills; ability to multi-task, prioritize, give attention to detail and meet deadlines.
- Effective management skills; ability to lead, work with, elicit cooperation from, and read communication styles of team members and staff.
- Ability to work effectively independently with limited supervision and collaboratively within a team.
- Ability to learn and apply new ideas, processes, policies, functions, etc. Must be highly motivated and a self-starter.
- Ability to problem-solve effectively, and demonstrate good judgment and logical decision-making.
- Ability to conform to shifting priorities, demands, and timeline. Must be flexible in order to respond to project adjustments and alterations promptly and efficiently. Must be able to adapt to varying workloads and respond appropriately to stressful situations.
- Prior experience working with sound equipment, AV equipment and other technical equipment is preferred
- Proficiency with Microsoft Office is preferred
- Ability to meet consistent attendance.
Periodically the employee will have to remain on his/her feet for entire shift. Ability to lift 50 lbs. at least a distance of 15 ft. Have the ability to lift overhead and work at or below waist level (kneeling/ lying). The employee will need to perform the following activities: 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. Employee must respond to text messaging, phone calls, and/or changes of additional work hours, whenever necessary for special events (during evenings and weekends).
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.