Associate Director of Process and Service Quality
MSCCN - Salem, VA
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The Associate Director of Process and Service Quality is a critical leader within the Facilities Management department. This role is responsible for assessing, making recommendations, stewarding and optimizing operational processes, ensuring the highest quality of service delivery, and driving continuous improvement efforts to support the college's physical environment. The Associate Director will work closely with cross-functional teams, ensuring that facilities operations align with the institution's mission and provide a safe, functional, and aesthetically pleasing campus for students, faculty, and staff. Key Responsibilities: Lead process improvement initiatives within the Facilities Management department to enhance efficiency, reduce costs, and improve service quality. Develop and implement service quality standards, key performance indicators (KPIs), and measurement tools to monitor operational performance. Manage and oversee maintenance, custodial, and other facilities services to ensure timely and effective delivery. Collaborate with campus stakeholders to address service concerns and drive continuous improvements. Analyze operational data, feedback, and industry trends to make data-driven decisions that enhance overall service quality. Conduct regular audits and assessments of facilities operations, ensuring compliance with safety regulations, sustainability goals, and college policies. Lead training and professional development efforts for facilities staff, promoting a culture of service excellence and operational efficiency. Assist in the development and management of the facilities budget, identifying opportunities for cost-saving while maintaining high service standards. Stay informed on best practices in facilities management and apply them to the college's operations. Act as a liaison between the Facilities Management department and other campus departments to foster collaboration and support the college's strategic goals. Education, Experience, Skills, and Abilities: Bachelor's degree in Facilities Management, Business Administration, Operations Management, or a related field (Master's degree preferred). Minimum of 5-7 years of progressive experience in facilities management, operations, or process improvement, preferably within a higher education or institutional setting. Demonstrated experience in implementing process improvement frameworks (e.g., Lean, Six Sigma). Strong analytical skills with the ability to interpret data and drive actionable insights. Excellent leadership, communication, and interpersonal skills. Knowledge of facilities management best practices, safety regulations, and sustainability initiatives. Proficiency in relevant software and tools, including facilities management software and Microsoft Office Suite. Preferred Skills: Experience working in a college or university environment. Certification in Facilities Management (e.g., IFMA, APPA) or related fields. Familiarity with sustainability initiatives and environmental health and safety standards. About Roanoke College Roanoke College is a place where every student who works hard has the opportunity to succeed. We champion potential, providing essential learning and leadership through innovative academic programs and transformative educational experiences, giving students the mettle, mindset, and empathy to pursue lives of purpose, build meaningful careers, and meet society's most pressing needs. Located in scenic Salem, Virginia, Roanoke College is an intimate, welcoming community that has served the local region and beyond for nearly 200 years. Now, we're building on momentum and offering a Roanoke experience for today's students and a legacy that belongs to every Maroon. Roanoke College is a nationally ranked residential liberal arts college affiliated with the Lutheran Church (ELCA), located in the beautiful Roanoke Valley of Virginia. A Phi Beta Kappa institution, Roanoke College is an equal opportunity employer and actively seeks diversity among its faculty, staff, and students; women and members of under-represented groups are especially encouraged to apply.
Created: 2024-10-15