Manager, Customer Relations and Operations

About the role

The Manager, Customer Relations and Operations oversees administrative operations, customer service, facility use, and divisional support functions for the Alumni Relations & Engagement (AR&E) division, including supervision of the customer relations team and part-time visitor engagement staff. This position ensures efficient business operations, exceptional constituent experiences, and a welcoming, service-oriented environment for staff, alumni, donors, volunteers, and campus partners. This is a hybrid position that will require you to work weekly in our Madison, WI office location.

About the organization

The Wisconsin Foundation and Alumni Association (WFAA) is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. WFAA provides important engagement opportunities to link UW–Madison alumni to each other and to their alma mater, building a strong community of Badgers. Its legal corporate name is registered as the University of Wisconsin Foundation.

Responsibilities

Operations

• Oversee daily operations for constituent-facing and staff-facing services
• Ensure a high-quality customer experience for visitors, alumni, donors, volunteers, and internal staff
• Serve as primary liaison with the WFAA Facilities team, Building Services, IT, Security, 650 Building and Grounds Manager and other operational partners
• Develop and maintain operational procedures for building access, shared resources, guest services
• Collaborate with 650 Building and Grounds Manager on building-related communications to staff
• Manage divisional equipment, parking and facility resources, space use and other shared assets
• Lead continuous improvement efforts that enhance operational efficiency and service delivery

Customer Experience and Operations Team Leadership

• Supervise Customer Relations and Operations Specialists (full-time staff) and Visitor Engagement and Operations Associates (VEOAs) (part-time staff)
• Establish service standards and ensure timely, professional responses to constituent and staff inquiries
• Ensure adequate staffing coverage for front desk operations, visitor services, events, facilities support, and special projects
• Monitor workload distribution, staffing coverage, and service performance
• Develop and maintain operational training resources and service documentation
• Partner with teams across the organization to resolve constituent issues and identify service improvements
• Oversee constituent-facing services, reception functions, guest interactions, and visitor experience initiatives to ensure a professional, welcoming environment

Budget Administration & Resource Management

• Manage the materials and operations budget
• Ensure compliance with organizational financial procedures and policies
• Support annual planning and budget development processes
• Manage inventory of supplies to support divisional activity and facility use
• Establish tracking, inventory control and replenishment processes
• Manage storage solutions and inventory documentation
• Coordinate procurement of event and operational materials

Divisional Administrative Support

• Maintain divisional calendars and schedule division meetings and events
• Manage logistics, technology support, meeting schedules, and presentation coordination
• Partner with employee engagement committees and culture-focused groups to lead or support initiatives such as staff appreciation events, recognition programs, and team-building activities

Qualifications

Required

• Associate's degree or higher or related work experience
• 5+ years of progressive operational experience
• 2+ years of supervisory experience

Other qualifications

• Demonstrated ability to manage a wide variety of distinct service functions, including supervision and expectation management
• Ability to work collaboratively with a wide variety of internal stakeholders, to design efficient and effective processes aimed at meeting the needs of others, and to effectively manage multiple concurrent projects
• Experience documenting procedures, maintaining knowledge resources, coordinating administrative workflows, or supporting programs and events
• Experience in a complex, service-oriented organization or environment

Work environment

• Office-based role with significant front desk, reception, and customer-service responsibilities; regular on-site presence is required
• Regular movement throughout office and nearby work locations
• Ability to lift and transport supplies, materials, or packages, occasionally up to 40 pounds
• Periods of standing, walking, bending, and working at a desk

Schedule

Hybrid position requiring weekly on-site presence at the Madison, WI office.

Benefits

Competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service.