Manager of Operations

JOB SUMMARY

Under the direction of the Director, this position serves as a strategic partner in the year-round operations of the department, with a focus on summer operations, revenue generation, space utilization, service offerings, and reservations. This position oversees year-round operational readiness in support of events, conferences, camps, third parties and university hosted programs managed or facilitated by the office.

The incumbent will be a forward-thinking professional who anticipates challenges and proactively implements or recommends operational improvements. This role requires the ability to manage multiple priorities in a fast-paced, deadline-driven environment, with strong organizational skills and sound judgment. The incumbent will take initiative and maintain professionalism while navigating complex or high-pressure situations.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position include but are not limited to:

• Lead and advance the department’s efforts to maximize income through facility reservations for outside organizations, including events, conferences, camps, and group activities.
• Lead planning and execution of summer operations, including residential programs, and staffing levels.
• Develop, implement, and evaluate policies and procedures to improve workflow, efficiency, and customer service delivery; identifies opportunities to enhance services, cost effectiveness, facilities, and other operational areas in response to changing needs, priorities, and a dynamic campus environment.
• Oversee the customer experience, including program execution, issue resolution, and satisfaction assessment.
• Build and maintain relationships with clients, campus partners, and vendors.
• Supervise the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations as required.
• Collaborate with the Director or designee to establish and manage rental rates for event spaces and resources; identify opportunities and recommend new revenue streams.
• Manage contracts, including coordination with General Counsel and internal stakeholders.
• Coordinate logistics with Facilities and campus partners, including space readiness, access and services; oversight of departmental resources, inventory, assessing needs, recommending repairs, upgrades, and maintenance.
• Coordinate with Senior Associate Director of Procurement on third party purchase orders.
• Partner with internal stakeholders on long-term forecasting and the identification of projects impacting summer programs and overall operational readiness.
• Manage operational data, billing processes, reporting, and continuous improvement initiatives.
• Performs related duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree and 7 or more years of related experience, including at least one year overseeing complex projects/events or in a supervisory capacity over a small unit OR a Master’s degree and 5 or more years of related experience, including at least one year overseeing complex project/events or in a supervisory capacity of a small unit. An equivalent combination of education and experience may be considered.
• Experience supervising and training staff, including seasonal teams.
• Demonstrated written and verbal communication skills with attention to detail and accuracy, and a proactive solution-oriented approach to customer service.

PREFERRED QUALIFICATIONS

• Post-graduate experience in a related industry or role such as housekeeping, residential life or hospitality.
• 3-5 years of experience supervising residential, hospitality, or conference services staff.
• Experience utilizing residential housing, event management, and/or project management software.
• Experience evaluating processes and implementing improvements.
• Experience collecting and analyzing data and preparing reports or proposals.
• Project management experience.
• Organizational and time management skills with demonstrated experience prioritizing competing tasks and meeting deadlines in a fast-paced environment.
• Demonstrated experience taking initiative, anticipating needs, and maintaining professionalism in high-pressure or challenging situations.
• Working knowledge of the UConn campus.