Director of Customer Relations and Logistics - Job at Dartmouth College in Hanover, NH

Director of Customer Relations and Logistics

Hanover, NH

Posted 27 days ago

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Job Description

Position Information

Posting date	01/29/2024
Closing date
Open Until Filled	Yes
Position Number	1128733
Position Title	Director of Customer Relations and Logistics
Department this Position Reports to	Facilities Operations
Hiring Range Minimum	$112,400
Hiring Range Maximum	$140,500
Union Type	Not a Union Position
SEIU Level	Not an SEIU Position
FLSA Status	Exempt
Employment Category	Regular Full Time
Scheduled Months per Year	12
Scheduled Hours per Week	40
Schedule
Location of Position	Hanover, NH
Remote Work Eligibility?	Onsite only
Is this a term position?	No
If yes, length of term in months.	n/a
Is this a grant funded position?	No
Position Purpose	The Director of Customer Relations and Logistics at Dartmouth College plays a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management (FO&M) department. This leadership position is responsible for overseeing customer relations, logistics, data analytics and operational strategy and coordination to support the efficient functioning of Facilities operations. This includes leading the strategic development of the resource management office to deliver an efficient, sustainable, and coordinated workflow that increases productivity and bolsters customer satisfaction.
Description
Required Qualifications - Education and Yrs Exp	Bachelors plus 6 or more years' experience or combination of education and experience
Required Qualifications - Skills, Knowledge and Abilities	Bachelor's degree or the equivalent combination of education and experience. 15+ years of relevant experience related to customer service, resource management and data analytics. Minimum of least 10 years of facilities management and supervisory experience. Proficiency with computerized maintenance management systems and standard business applications. Excellent communications and interpersonal skills with the ability to interact with diverse College constituencies. Valid driver's license and ability to qualify as a Dartmouth approved driver. Excellent organization, analytical, and time management skills. Knowledge of building construction and maintenance practices.
Preferred Qualifications	Comfortable making decisions in a fast-paced and complex environment. Demonstrated commitment to sustainability.
Department Contact for Recruitment Inquiries	Frank Roberts, AVP FOM
Department Contact Phone Number
Department Contact for Cover Letter and Title	Frank Roberts, AVP FOM
Department Contact's Phone Number
Equal Opportunity Employer	Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check	Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?	Yes
Special Instructions to Applicants	Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy.
Additional Instructions	Dartmouth College has retained to assist in the search for this position, who may contact you directly about your application.
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Key Accountabilities

Description	Customer Relations/Resource Management Leadership and Strategy Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting. Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M. Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders. Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information. Develop, review and update Service Level Agreements between FO&M and the campus departments. Develop and document processes/ procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability. Develop methodology for cataloging standard operating procedures. Review of Departmental performance against industry standards (peers).
Percentage Of Time	40

Description

Customer Relations/Resource Management Leadership and Strategy

Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting.
Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M.
Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders.
Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information.
Develop, review and update Service Level Agreements between FO&M and the campus departments.
Develop and document processes/ procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability.
Develop methodology for cataloging standard operating procedures.
Review of Departmental performance against industry standards (peers).

Percentage Of Time

Description	Logistical Planning and Oversight Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process. Develop replacement, and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process. Develop means and methods to make information accessible to technicians performing service. For example, O&M manuals and associated drawings. Develop, and implement, an inventory process for parts and supplies to support the work being done. This needs to be coordinated with the asset inventory, preventative maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and after proposal is developed, manage the inventory operations. Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow. Functional expert on those systems supporting the workflow, asset collection and inventory functions.
Percentage Of Time	30

Description

Logistical Planning and Oversight

Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process.
Develop replacement, and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process.
Develop means and methods to make information accessible to technicians performing service. For example, O&M manuals and associated drawings.
Develop, and implement, an inventory process for parts and supplies to support the work being done. This needs to be coordinated with the asset inventory, preventative maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and after proposal is developed, manage the inventory operations.
Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow.
Functional expert on those systems supporting the workflow, asset collection and inventory functions.

Percentage Of Time

Description	Personnel Management Effectively manage a team of 6.5 FTEs in the Work Control Center. Management of Communication Coordinator in FO&M. Management of an Asset Manager. Works closely with Campus Services Operations on technology, contracts, and financial reporting. Holds direct reports accountable for compliance with divisional, departmental and DEI policies.
Percentage Of Time	20

Description	Diversity, Equity and Inclusion Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others. Participates in division wide DEI initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect) Willingness to foster a growth mindset in the areas of increasing diversity, equity, and inclusion across the division. Collaborates, when appropriate, on other DEI-related initiatives within the division and College.
Percentage Of Time	10

Description

Diversity, Equity and Inclusion

Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
Participates in division wide DEI initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect)
Willingness to foster a growth mindset in the areas of increasing diversity, equity, and inclusion across the division. Collaborates, when appropriate, on other DEI-related initiatives within the division and College.

Percentage Of Time

--	Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
--	Performs other duties as assigned.

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of underrepresented groups are encouraged.

Job Summary

Company

Dartmouth College

Start Date

As soon as possible

Employment Term and Type

Regular, Full Time

Required Education

Bachelor's Degree

Required Experience

6+ years