Associate Director - Operations

About the Role

The Associate Director - Operations directs a staff that provides an array of services to one or more campuses, including facility and campus operations, safety and security, events, vendor management, purchasing, visitor services, and technology infrastructure. The Associate Director participates in strategic and operational space planning activities, ensuring that the campus infrastructure supports the activities of staff, students, and faculty, as well as the delivery requirements for current and projected academic programs.

Responsibilities

Supervisory

• Lead, engage, and motivate employees while actively supporting a positive team culture
• Provide an effective process for performance management and development that establishes measurable goals, clear expectations, and solid direction for each team member
• Provide frequent feedback, recognition, and coaching to ensure high performance, professional growth, and development
• Plan for and support employees in career and professional development opportunities aligned with organizational needs
• Address unsatisfactory employee performance, including developing, delivering, and monitoring performance improvement plans
• Facilitate the resolution of employee conflicts
• Lead and guide employees and teams to develop new skills, knowledge, and abilities that enhance performance and development
• Plan and organize resources, assign and delegate activities, and measure results to achieve organizational expectations
• Manage change by providing the necessary structure and a transparent environment, and coach employees and teams through changes impacting day-to-day work
• Assist employees in navigating business processes and resolving issues
• Administer and ensure compliance with university policies and procedures
• Review staffing needs, including developing job descriptions and recruitment plans
• Lead the selection and onboarding process
• Supervise full-time, part-time, temporary, and/or student employees

Facilities and Campus Operations

• Participate in strategic and operational space planning activities to ensure campus infrastructure supports staff, students, faculty, and current and projected academic programs
• Work with communications and student services staff to ensure staff, students, and faculty remain informed of operational and building-related issues
• Collaborate with the Registrar’s Office and colleges to ensure course scheduling operates effectively and that on-ground course schedules are accurately reflected in university information systems
• Oversee scheduling of all extracurricular events
• Manage campus inventory of technological resources, ensuring staff and faculty have access to laptops, monitors, and related equipment
• Coordinate, receive, and provide quality assurance/quality control (QA/QC) oversight of local furniture and equipment deliveries in partnership with the Northeastern University Boston Facilities team
• Represent campus needs to university facilities planning offices and processes as required
• Serve as the primary liaison to building management and, when appropriate, university space planning and facilities staff regarding day-to-day building operations, maintenance, and repairs
• Coordinate campus oversight of all construction and maintenance activities in collaboration with appropriate university staff
• Assist in selection processes where appropriate and provide status reports to stakeholders at agreed-upon frequencies
• Liaise with building management, property managers, and university staff to coordinate preventative and critical maintenance activities and monitoring of heating, ventilation, air conditioning (HVAC), water, electrical, and other building systems
• Work with building management, internet service vendors, and regional information technology (IT) support to ensure consistent, high-quality wireless internet (Wi-Fi) service across campus spaces
• Ensure disruptions to Wi-Fi service are managed and resolved quickly and effectively
• Coordinate conference room, furniture, and facility upkeep and maintenance, including oversight of campus janitorial service contracts
• Serve as the first point of contact on crisis management issues related to building or campus disruptions
• Develop response protocols related to building disruptions, including weather-related disruptions and power outages
• Act as the first responder for day-to-day building disruptions and emergencies by keeping senior management informed, obtaining direction, rendering decisions as appropriate, and ensuring efficient resolution
• Monitor performance of contracted vendors to ensure contractual obligations are met
• Develop and maintain campus operations policies and procedures in alignment with university policies and procedures
• Engage effectively with campus and university teams to ensure the campus remains a model of efficient and effective operations
• Oversee all space scheduling, including classrooms, conference rooms, and special event spaces
• Manage staff scheduling to ensure adequate operational coverage during campus hours

Safety & Security Oversight

• Coordinate with Northeastern University Police Department (NUPD) to ensure the campus maintains an effective plan for the safety of all occupants during scheduled operating hours
• Oversee on-site security to ensure contract requirements are consistently met
• Ensure compliance with local Occupational Safety and Health Administration (OSHA) regulations, laws, and guidelines
• Coordinate and lead emergency operations drills, including fire safety meetings and drills, earthquake preparedness activities, maintenance of emergency manuals, and training records
• Oversee building badge and access procedures in coordination with building ownership and property management
• Coordinate onboarding procedures to familiarize employees with campus security protocols and operational procedures
• Provide access to contractors, service providers, and vendors as required to complete project and maintenance work
• Ensure site security inspections, alarm testing, installations, and associated maintenance are completed at appropriate intervals
• Identify potential security improvements, present recommendations to campus leadership and NUPD, and implement approved enhancements

Event Support, Administration & Finance

• Create protocols for on-site events, including end-to-end processes from event proposal through execution
• Provide planning and logistics support for on-site events involving prospective students, alumni, local partners, and corporate partners
• Coordinate delivery of outside services and space setup for events
• Manage internal and external logistics with facilities, security, electrical, recycling, transportation, catering, equipment providers, and other vendors associated with events
• Coordinate and support event-related communications and advertising as necessary
• Plan staff assignments for on-site events to ensure adequate coverage at critical points
• Supervise support staff to ensure quality customer and student experiences during events
• Coordinate invitations, registration, confirmations, welcome packets, nametags, and event-day operations with university offices and staff
• Support efficient campus operations through monthly review of campus finances and forecasts in partnership with the central Finance team and campus dean

Project Management

• Lead and participate in special projects

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• At least 6 years of relevant professional experience
• Supervisory experience working with employees and teams
• Experience working with a complex, matrixed group of stakeholders
• Knowledge of facilities operations management, project management, and business operations, including budget management and negotiations
• Excellent teamwork, organizational, and adaptability skills
• Strong communication, conflict management, problem-solving, critical-thinking, and decision-making abilities
• Ability to work flexible hours, including availability after hours and on weekends

Preferred Qualifications

• Project Management Professional (PMP) certification
• Familiarity with technology support
• Ability to read and interpret building plans

Benefits

Northeastern University offers a comprehensive benefits package for benefit-eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement, as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Pay

Expected hiring range: $76,335.00 - $107,823.75. The starting salary will depend on several factors, including education, experience, location, knowledge, expertise, and skills, as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.