Coordinator of Student Operations and Development (Job# 13221)

POSITION OBJECTIVE

The Coordinator of Student Operations and Development plays a pivotal role in supporting the Student Centers¿ mission to provide safe, functional, and welcoming environments for the campus community and all who utilize these spaces. This position is responsible for seamless day-to-day operations of the non-athletic Division of Student Affairs programming spaces, including management of the student workforce, and support for building and event operations. 

ESSENTIAL FUNCTIONS

1. Student Employee Management: Lead the recruitment, hiring, onboarding, and training of approximately 40 student employees. Provide ongoing feedback, conduct performance evaluations, and implement recognition programs to foster a positive and professional environment aligned with the Student Centers¿ goals of customer service and operational excellence. Manage student schedules through WhenToWork, ensuring appropriate coverage to meet operational needs and maintain safety across all spaces. Serve as the primary point of contact for student employees during evening shifts, addressing call-offs, patron issues, or building concerns, for consistent safe and orderly operations. Approve student timecards using HCM and oversee payroll processes with accuracy and promptness. Manage the budget and allocation of resources to purchase uniforms, name tags, and other necessary supplies for student employees; as well as food and supplies for staff trainings, meetings, and in-services. (40%) 
2. Task and Operations Management: Oversee student employees contribution to maintaining the cleanliness, safety, and welcoming functionality of the facilities. Utilize the task management system (7PointOps) to assign and monitor the completion of daily tasks. Adjust task assignments based on operational needs, special events, and space usage to maintain efficient and orderly operations at all times. Follow up on task completion and promptly address any unresolved issues. (20%)
3. Student Development and Training: Lead the design and implementation of training programs focused on risk management, customer service, diversity, and inclusion, to ensure all student employees are equipped to contribute to the Student Centers¿ mission. Facilitate regular student staff meetings to promote open communication and reinforce alignment with operational priorities. Update and maintain student employee handbooks, providing clear guidelines on how student staff can contribute to maintaining safe, professional, and welcoming spaces. (20%)
4. Building and Event Operations Support: Track upcoming events and confirm proper space preparation for all scheduled activities utilizing the EMS Spartan Reservation System. Conduct daily and evening walkthroughs of all assigned spaces to monitor safety, cleanliness, and appropriate event setups; assist with setups and breakdowns, including moving tables, chairs, and AV equipment as needed. Provide on-site management during evening events, address any concerns immediately, resolving issues in real time to maintain successful execution of events, and a safe, smooth experience. (12%) 

NONESSENTIAL FUNCTIONS

1. Assist the operations team with the management and organization of inventory, including student staff uniforms, event equipment, and storage spaces. Track inventory levels, report shortages or damage, managing proper storage and maintenance of all items to support smooth operations. (3%)
2. Collaborate with the engagement team to provide content related to student employee operations and recognition: develop student employee spotlights featuring employee of the month initiatives, promote job openings, and highlight training programs or operational updates. Support social media campaigns by contributing relevant information on student staffing efforts, operational services, and ongoing training initiatives to enhance visibility and engagement. (2%)
3. Engage in personal and professional development opportunities to continuously improve skills related to student operations management, leadership, and customer service. Attend relevant workshops, trainings, conferences, and other learning opportunities that support growth within the role. (2%)
4. Perform other duties as assigned. (1%)

CONTACTS

Department: Regular contact with the Director, Associate Director of Operations, Associate Director of Engagement, Assistant Director of Event Services, Coordinator of Business Services, and Coordinator of Thwing Center Customer Experience to disseminate information.

University: Regular contact with Thwing tenants, Campus Facilities, Public Safety, Grounds, Auxiliary Services, Access Services, and Division of Student Affairs staff to exchange information.

External: Continuous contact with contractors and vendors (e.g., Able Rental, Vertical Sound, and Event Source), as well as clients and visitors, including parents, alumni, and the University Circle community, to exchange information. Collaboration with Jolly Scholar management, Bon Appétit, and other preferred caterers for event planning.

Students: Frequent contact with student employees and continuous engagement with Case Western Reserve University students to exchange information.

SUPERVISORY RESPONSIBILITY

Supervise approximately 40 student operations employees, with indirect supervision of custodial service workers and security personnel. 

QUALIFICATIONS

Bachelor's degree and 1 year of experience in facility operations or customer service required, preferably in a higher education or community facility setting OR High School education and 5 years of experience required.

REQUIRED SKILLS

1. Strong interpersonal skills: Ability to effectively work and communicate with individuals from diverse backgrounds, both within the university and externally, across a range of disciplines and technical expertise.
2. Professional communication: Excellent verbal and written communication skills, with the ability to clearly present ideas and interact with colleagues, supervisors, and customers in person.
3. Organizational skills: Strong ability to multitask, prioritize, pay attention to detail, and meet deadlines consistently.
4. Leadership and management: Proven ability to lead and collaborate with team members, elicit cooperation, and effectively navigate different communication styles to achieve goals.
5. Independent and collaborative work: Ability to work independently with minimal supervision, while also being an effective team player in a collaborative environment.
6. Adaptability and initiative: Quick learner who can apply new processes and policies efficiently. Must be highly motivated, proactive, and able to adapt to changing priorities and workloads.
7. Problem-solving: Strong problem-solving skills with good judgment and logical decision-making.
8. Flexibility: Ability to adjust to shifting priorities, timelines, and workloads promptly and effectively. Must respond well to stress and adapt to varying project demands.
9. Technical proficiency: Prior experience with sound equipment, AV equipment, and other technical systems is preferred.
10. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest. 
11. Computer skills: Proficiency in Microsoft Office and the Google Suite is preferred.
12. Attendance: Must demonstrate consistent and reliable attendance. 
13. Ability to interact with colleagues, supervisors, and customers face to face. 

WORKING CONDITIONS

The employee will periodically be required to stand for parts of shift. The employee must be able to lift up to 50 lbs. and carry it at least 15 feet. Ability to lift overhead, and work at or below waist level, including kneeling or lying down. The position requires performing physical activities such as balancing, kneeling, bending/stooping, pushing/pulling, climbing ladders, reaching, climbing stairs, crouching, squatting, and repetitive motions using a computer mouse and keyboard. Typical shift is  1:00 p.m. to 9:30 p.m. Overtime and emergency hours may be required. The employee must be available to respond to text messages, phone calls, and adjust to changes in work hours, especially during evenings and weekends for special events.

DIVERSITY STATEMENT

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity.  Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

REASONABLE ACCOMMODATION

Case Western Reserve University provides reasonable accommodations to applicants with disabilities.  Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation.  Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

APPLY ONLINE

We invite interested, qualified applicants to browse our website at jobs.case.edu for job ID 13221.