Academic Operations Manager, CLAS Shared Services

Job Summary

The College of Liberal Arts and Sciences (CLAS) is seeking an Administrative Program Manager 2 to provide leadership within CLAS Shared Services for a cross-department Shared Services Hub serving multiple academic units across CLAS.

Duties And Responsibilities

• Manages and supervises assigned staff, including selecting, onboarding, training, assigning, managing, and reviewing work, coaching, providing performance feedback, and conducting performance evaluations.

• Establishes goals to ensure effective service delivery and operational performance.

• Led daily hub operations across supported departments; establishes service standards and ensures consistent, high-quality customer service for faculty, staff, students, and visitors while balancing competing priorities and timelines.

• Oversees day-to-day operations, including hub intake, triage, prioritization, and assignment workflows; ensures requests are accurately captured, tracked, and managed through the hub's work management system in alignment with service goals and expectations.

• Applies prioritization guidelines and service targets to balance workload across staff based on deadlines, complexity, and available capacity; identifies and escalates resource constraints and service risks as needed.

• Supports cross-training, coverage planning, and staff development to ensure continuity of operations, adequate service coverage, and operational resilience during absences and peak periods.

• Participates in administrative planning and in the evaluation and improvement of policies, procedures, and services; interprets and communicates applicable policies and procedures to staff.

• Develops, documents, and maintains standardized processes, reference materials, and a shared knowledge base; analyzes processes and identifies inefficiencies, duplication, and rework, and implements improvements to enhance service delivery and operational effectiveness.

• Collaborates with departments on event logistics, onboarding and offboarding support, communications coordination, and related administrative activities in support of departmental and hub operations.

• Coordinates and/or performs administrative support for the academic portfolio across supported departments, including promotion, tenure, and review; faculty personnel processes; course scheduling; graduate program support; and related academic administrative functions, ensuring timely and accurate service.

• Coordinates and monitors business operations support activities, including purchasing and travel documentation, reimbursement tracking, records management, and confidentiality practices, in accordance with university and college policies.

• Contributes to budget development by gathering and analyzing information, preparing recommendations, monitoring expenditures, and supporting management of approved program budgets in accordance with unit goals and funding requirements.

• Captures, analyzes, and reports workload, service, and operational metrics; prepares periodic reports for shared services leadership and departmental stakeholders; evaluates effectiveness and recommends adjustments to improve performance and service delivery.

• Coordinates and/or supports administrative processes related to applicable accreditation activities and, where relevant, clinical placement requirements, including documentation, deadline tracking, stakeholder communication, and compliance support.

• Leads short- and long-term projects related to administrative transitions, process standardization, tool implementation, and continuous service improvement.

• Implements and reinforces CLAS Shared Services service standards, workflows, documentation practices, and operational expectations within the hub; ensures supported departments receive consistent services aligned with the broader shared services model.

• Serves as the primary liaison for supported departments on hub operations and shared services processes; communicates changes in university policies, CLAS Shared Services practices, and hub workflows; supports implementation of process adjustments; and supports departments in adapting to evolving requirements and service expectations.

Minimum Qualifications

• Bachelor’s degree in a related field.
• A minimum of seven (7) years of progressively responsible related experience.
• At least one (1) year of supervisory experience is required, including coaching and mentoring staff and facilitating cross-training.
• Demonstrated experience with budgeting and accounting practices.
• Demonstrated experience with university administrative policies and procedures, including areas such as purchasing, travel, human resources/appointments, and records management.
• Demonstrated experience communicating effectively, both orally and in writing, with diverse stakeholders.
• Demonstrated critical thinking, problem-solving, and analytical skills.
• Demonstrated experience planning, prioritizing, and managing workload and capacity effectively.

Preferred Qualifications

• Experience working in a higher education, research, or other complex administrative environment.
• Experience supporting financial, operational, or administrative functions across multiple stakeholders or business units.
• Demonstrated proficiency in Microsoft Office and related software applications, along with familiarity with work intake or queue management tools such as Jira and knowledge-based practices.
• Experience with compliance requirements, policies, and regulations associated with federal, state, foundation, and local funding sources.
• Demonstrated experience respecting diversity and working collaboratively with individuals from diverse cultural, social, and educational backgrounds.
• Experience with project management and continuous improvement practices.