Administrative Program Manager 2/Shared Services Hub Leader

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. Under the direction of CLAS Shared Services and the CLAS Shared Services Assistant Director, the incumbent will direct day-to-day administrative and academic support operations, manage intake, prioritization, and workload distribution, advance process improvements and service efficiencies, and serve as a primary liaison among supported departments, CLAS Shared Services, and college stakeholders to ensure responsive, consistent service delivery.

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.
• Leads 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.
• Coordinates office coverage and onsite staffing needs; maintains coverage schedules and ensures continuity of service through cross-trained staffing and temporary reassignment of work as needed.
• Coordinates and/or performs advanced administrative support functions across operational and service areas, including 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.
• Collects, 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.
• Performs other related duties as assigned.

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.