"Director of Customer Relations and Logistics"

Director of Customer Relations and Logistics

Company:
Dartmouth College

Job Location:

Category:
Business and Financial Services

Type:
Full-Time

Posting date
01/19/2026

Open Until Filled
Yes

Position Number
1128733

Hiring Range Minimum
$117,500

Hiring Range Maximum
$146,900

Union Type
Not a Union Position

SEIU Level
Not an SEIU Position

FLSA Status
Exempt

Employment Category
Regular Full Time

Scheduled Months per Year
12

Scheduled Hours per Week
40

Location of Position
Hanover, NH

Remote Work Eligibility?
Onsite only

Is this a term position?
No

If yes, length of term in months.
n/a

Is this a grant funded position?
No

Position Purpose

The Director of Customer Relations and Logistics at Dartmouth College plays a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management (FO&M) department. This leadership position is responsible for overseeing customer relations, logistics, data analytics and operational strategy and coordination to support the efficient functioning of Facilities operations. This includes leading the strategic development of the resource management office to deliver an efficient, sustainable, and coordinated workflow that increases productivity and bolsters customer satisfaction.

Required Qualifications - Education and Yrs Exp
Bachelors plus 6 or more years' experience or combination of education and experience

Required Qualifications - Skills, Knowledge and Abilities

• Bachelor's degree or the equivalent combination of education and experience.
• 15+ years of relevant experience related to customer service, resource management and data analytics.
• Minimum of least 10 years of facilities management and supervisory experience.
• Proficiency with computerized maintenance management systems and standard business applications.
• Excellent communications and interpersonal skills with the ability to interact with diverse College constituencies.
• Valid driver's license and ability to qualify as a Dartmouth approved driver.
• Excellent organization, analytical, and time management skills.
• Knowledge of building construction and maintenance practices.

Preferred Qualifications

• Comfortable making decisions in a fast-paced and complex environment.
• Demonstrated commitment to sustainability.

Department Contact for Recruitment Inquiries
Celia Johnson

Department Contact Phone Number
Celia.G.Johnson@dartmouth.edu

Department Contact for Cover Letter and Title
Julie Findley, CFAO & Interim VP, Campus Services

Equal Opportunity Employer

Dartmouth College is an equal opportunity employer under federal law. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications are welcome from all.

Background Check

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Yes

Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy

Quick Link
https://searchjobs.dartmouth.edu/postings/84369

Description

Customer Relations/Resource Management Leadership and Strategy

• Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting.
• Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M.
• Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders.
• Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information.
• Develop, review and update Service Level Agreements between FO&M and the campus departments.
• Develop and document processes/ procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability.
• Develop methodology for cataloging standard operating procedures.
• Review of Departmental performance against industry standards (peers).

Percentage Of Time
40

Description

Logistical Planning and Oversight

• Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process.
• Develop replacement, and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process.
• Develop means and methods to make information accessible to technicians performing service. For example, O&M manuals and associated drawings.
• Develop, and implement, an inventory process for parts and supplies to support the work being done. This needs to be coordinated with the asset inventory, preventative maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and after proposal is developed, manage the inventory operations.
• Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow.
• Functional expert on those systems supporting the workflow, asset collection and inventory functions.

Percentage Of Time
30

Description

Personnel Management

• Effectively manage ~eight full-time staff within Work Process and FOM administration.
• Works closely with Campus Services Operations on technology, contracts, and financial reporting.
• Holds direct reports accountable for compliance with divisional, departmental and DEI policies.

Percentage Of Time
20

Description

Culture and Employee Belonging

We are actively striving to make Campus Services a desired place to work in the Upper Valley, a place where people feel welcomed, where they can be their authentic selves, be heard, and feel accepted. We want this culture to be felt by those who receive our services. The way we treat one another should be the same way we treat our customers.

• Demonstrates a commitment to inclusion, and cultural awareness through actions, interactions, and communications with others.
• Participates in division wide CEB initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect)
• Collaborates, when appropriate, on other CEB-related initiatives within the division and College

Percentage Of Time
10

Demonstrates professionalism and collegiality through actions, interactions, and communications with others appropriate to an environment that is welcoming to all.

Performs other duties as assigned.

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