Manager, Operations

About the role

At Duke, we celebrate individuality and the unique perspectives that each member of our community brings. As the Operations Manager, Facilities Management, you will provide leadership and direction for a critical facilities service delivery area that supports Duke's world-class teaching, research, healthcare, and campus operations. Your ability to develop people, optimize processes, foster collaboration, and drive operational excellence will directly impact the experience of faculty, staff, students, patients, and visitors across the Duke community.

As the Operations Manager, you will oversee facility operations within an assigned service area, ensuring high-quality service delivery, effective resource management, and operational efficiency. You will lead a team of facilities professionals, manage budgets and performance metrics, implement continuous improvement initiatives, and collaborate with stakeholders across the University to support Duke's mission.

Responsibilities

Operations Leadership & Service Delivery

• Lead, supervise, and coordinate facilities management services for assigned campus areas.
• Plan, prioritize, and allocate resources to ensure efficient and effective service delivery.
• Develop and implement processes that support accurate work assignment, scheduling, and completion.
• Ensure compliance with established operational procedures, service standards, and key performance indicators.
• Monitor daily operations to ensure work is completed safely, efficiently, and with a high level of customer satisfaction.

Team Leadership & Employee Development

• Provide leadership, coaching, mentoring, and support to facilities management staff.
• Manage personnel activities including recruitment, hiring, performance management, promotions, disciplinary actions, transfers, and scheduling.
• Identify training needs and ensure employees are equipped with the knowledge and skills required for success.
• Foster a positive, inclusive, and accountable work environment that promotes collaboration and professional growth.
• Build and maintain productive relationships with union leadership and represented employees, where applicable.

Process Improvement & Performance Management

• Analyze operational performance data to identify trends, opportunities, and areas for improvement.
• Evaluate work quality, productivity, efficiency, and service outcomes.
• Develop and implement continuous improvement initiatives that enhance operational effectiveness and customer service.
• Prepare reports, performance analyses, and recommendations for department leadership.
• Evaluate equipment, tools, technologies, and work processes to improve reliability, safety, and operational efficiency.

Budget & Resource Management

• Assist in developing departmental budgets and fiscal plans.
• Monitor expenditures and manage resources in accordance with University policies and procedures.
• Verify, track, and reconcile budgeted expenses to ensure fiscal responsibility.
• Support strategic planning efforts related to operational and capital resource needs.
• Identify opportunities to maximize operational effectiveness while maintaining financial stewardship.

Customer & Stakeholder Engagement

• Develop strong partnerships with faculty, staff, departmental leaders, and campus stakeholders.
• Serve as a key point of contact regarding facilities operations and service delivery.
• Communicate effectively with customers to understand operational needs and ensure service expectations are met.
• Promote a customer-focused culture that emphasizes responsiveness, professionalism, and accountability.

Emergency Preparedness & Safety

• Participate in Facilities Management emergency preparedness, business continuity, and emergency response activities.
• Support emergency response efforts and serve as a leader during operational incidents when required.
• Promote a strong safety culture and ensure compliance with environmental health and safety requirements.
• Support initiatives that improve workplace safety and reduce operational risk.

Requirements

Required Qualifications

• Associate degree in Facilities Management, Construction Management, Engineering Technology, Business Administration, or a related field; or an equivalent combination of education and experience.
• Valid professional licenses or certifications, where applicable.
• Eight years of progressive facilities management operations experience.
• Minimum of three years of supervisory or leadership experience.
• Demonstrated experience leading teams, managing resources, and improving operational performance.
• Equivalent combinations of education and relevant experience will be considered.

Preferred Knowledge, Skills & Abilities

• Strong knowledge of facilities management operations, maintenance practices, and service delivery models.
• Experience managing budgets, operational metrics, and workforce planning.
• Ability to analyze performance data and make strategic operational recommendations.
• Strong leadership, employee development, and change management skills.
• Excellent communication, customer service, and relationship-building abilities.
• Experience working in large, complex institutional, healthcare, higher education, or campus environments.
• Commitment to safety, operational excellence, and continuous improvement.

Benefits

• Competitive compensation and comprehensive benefits programs
• Generous retirement and paid time-off offerings
• Professional development and leadership growth opportunities
• Collaborative and mission-driven work environment
• Commitment to diversity, equity, inclusion, and belonging
• Opportunity to make a meaningful impact across a world-renowned institution

Pay

Anticipated Pay Range: Duke University provides an annual base salary range for this position as USD $63,948.00 to USD $109,786.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/