Operations & Service Excellence Manager

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Operations & Service Excellence Manager

Salary

$75,400.00 - $86,600.00 Annually

Location

Golden, CO

Job Type

Full Time

Job Number

GLA-JR104647-7/24

Department

Colorado School of Mines

Opening Date

07/03/2024

Closing Date

7/21/2024 11:59 PM Mountain

FLSA

Determined by Position

Primary Physical Work Address

1500 Illinois St. Golden, CO 80401

Hiring Pay Rate

$75,400 - $86,600 annual salary

FLSA Status

Exempt; position is not eligible for overtime compensation.

Department Contact Information

Kathy White Kwhite1@mines.edu

Type of Announcement

This announcement is not governed by the selection processes of the classified personnel system. Applications will be considered from residents and non-residents of Colorado.

How To Apply

Online applications through the Colorado Jobs portal will not be accepted. Please follow instructions on the job announcement for submitting an application.

• Description

• Benefits

Department Information

Engineering a world of possibilities

The Colorado School of Mines is a public R1 research university focused on applied science and engineering, producing the talent, knowledge and solutions to service industry and benefit society. Mines has a strong reputation and celebrates high rankings due to its STEM-focused education and research results.

The Controller's Office provides critical support to the mission by providing comprehensive support for University financial services, including Accounting, Bursar, Business Systems, Payroll & Employment Services, Procurement, and Service Excellence. The Service Excellence team supports administrative and intake functions for all other areas in the Controller’s Office and partners with additional administrative offices to support campus and provide financial and compliance stewardship for an average $370.0M annual revenues and $359.8M annual expenditures.

The Operations and Service Excellence Manager reports directly to the Controller and is responsible for the cross-functional initiatives, daily operations, and communications within a high-paced and complex organizational environment that includes all units reporting to the Controller. This is a key member of the team and serves as a resource to all campus partners.

The Operations and Service Excellence Manager for the University is critical for the success of our education and research mission and requires a customer focused individual who is proactive at management of operational administrative tasks and strategic oversight of the Service Excellence team to ensure operational excellence and service quality to the entire Mines community. This position will work with campus partners, Budget, Research, Human Resources, Information Technology and University Administrators to ensure communication of Controller's Office initiatives, critical deadlines, campus trainings, and operational needs. They will be responsible for providing analysis and expertise in formatting reports and presentations, appropriate modality for targeted audience, event planning, and process development and refinement in support of service to campus. This position is responsible for developing a working understanding of the complexities within the Controller’s Office departments, campus operations, financial policies, and internal controls.

This is a professional position that requires a strong service focus, and skills in planning, organization and collaboration. The Operations and Service Excellence Manager must be able to work independently, research and resolve issues, strategically analyze complex processes, understand broad impact of decisions and make recommendations for improvements, and refine training and coordinate scheduling to campus partners. Knowledge and understanding of when to apply specific regulations or policies is critical when working with campus partners. The ideal candidate enjoys working in a complex, dynamic environment and collaborating with others to resolve unique challenges.

This position is hybrid in Colorado. The Colorado School of Mines provides dedicated professional development and training. Onboarding for this position includes training on financial systems, policies, procedures, regulatory compliance requirements, and processes. This position will learn how to decipher campus requests, forms, policies, and other documents as required for this role.

The Colorado School of Mines is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Description of Job

Primary Responsibilities:

Operations Management

• With a working knowledge and ability to read and understand financial information, this position prepares, reviews, and summarizes reports, PowerPoint presentations and other documents as necessary ensuring that the documents, presentations and materials are timely, accurate, complete, inclusive and professionally formatted. This responsibility extends to all communications and training materials shared with campus from the departments within the Controller’s Office.

• The Operations and Service Excellence Manager is responsible for the day-to-day office management for the Controller’s office. The candidate must be technologically proficient and have excellent computer skills – including a strong familiarity with Microsoft Office (Word, Excel, PowerPoint, Outlook), ERP, reporting systems, etc. The position manages the tasks associated with ordering supplies, computer and equipment needs for all departments, and the Controller. This position will maintain an inventory and service records for all equipment, including home office equipment assignments.

• The position is responsible for ensuring customer service training is available, team and individual assignment of training for a complete and tailored service development program. The Operations and Service Excellence Manager will monitor trainings for active participation and program success. If poor service is provided by the Controller’s Office team members, training will be reassigned by the Operations and Service Excellence Manager. This position will also facilitate informal conversations with the Service Excellence, Cashier and Travel teams to further solidify the training content.

• This position is responsible for Team Dynamix Knowledge Base development and ongoing management for all Shared Service departments within the Controller’s Office, including but not limited to Accounting, Accounts Payable, Payroll & Employment Services, Service Excellence, and Procurement & Contracts. This knowledge base will be utilized internally for processes and procedures.

• The Operations Manager is also responsible for the Websites of the Controller’s Office including all Departments sites contained within. A critical eye is necessary for the review of branding, formatting, accuracy of information, updates to forms, published reports, trainings and links. This includes all Mines.edu pages and the Team Dynamix MAPS portal.

• The position facilitates the Controller’s Office department needs for hiring, onboarding, and training. This includes support to all departmental Directors in the interview and scheduling process. The Operations Manager is specifically responsible for development, management and delivery of general training to be provided to every new hire within the Controller’s Office organization structure.

  Service Excellence Leadership

• Directly supervise the Service Excellence team, providing strategic guidance and fostering a culture of service excellence.

• Design, document, implement, and manage intake and service processes for shared service teams.

• Ensure seamless operations and support for campus, collaborating with functional teams to deliver technical support.

• Facilitate professional development opportunities for the Service Excellence team to enhance communication and service delivery.

  Communications

• Clear and effective communication skills are essential for this role, as the Director of Operations and Service Excellence serves as a liaison between the Controller and internal/external stakeholders. Professionalism, discretion, and responsiveness in communication, whether via email, phone, or face-to-face interactions, are critical to fulfilling the duties of this position.

  Salary and Benefits

  $ 75,400 - $86,600 annual salary

Mines takes into consideration a combination of candidate’s education, training and experience as well as the position’s scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees.

Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes:

• Flexible health and dental care options

• Generous sick/vacation time: 13 paid holidays per year – including a week-long winter break for entire campus.

• Fully vested retirement plan on first day of employment, with generous employer contribution

• Tuition benefits (6 credits per year for employees, 50 percent discount for dependents)

• Free RTD Ecopass

All Mines employees also have access to discount programs through the State of Colorado and free tickets for Mines Athletics home games, as well as access to the on-campus Recreation Center (fitness classes and training, swimming pool and more), equipment rentals through the Outdoor Rec Center, the Colorado State Employee Assistance Program (CSEAP), and backup child and elder care. Coming soon is an on-campus daycare center. For more information about benefits at Mines, go to mines.edu/human-resources/benefits .

How to Apply

Applicants must:

• Complete an online application (personal information, demographic information, veteran status)

• Upload a resume or CV

• Upload a cover letter

This posting will close July 21, 2024 at 11:59 p.m. Applications will not be accepted after that date.

For the full job announcement and to apply, visit jobs.mines.edu or click here. (https://mines.wd1.myworkdayjobs.com/en-US/Mines_Careers/details/Operations---Service-Excellence-Manager_JR104647)

References will not be contacted until later in the selection process and you will be informed before that contact is made.

Mines welcomes everyone to our team; in your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). If you need reasonable accommodation at any point in the application or interview process, please let us know.

Successful Completion of a Background Investigation is Required for this Position.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Minimal Level of Education and Experience:

• A bachelor's degree in accounting or a related field

• 3+ Years of professional experience in a leadership role including experience as an Executive Assistant, Operations Manager, or in a similar strategic support role.

• Demonstrated success in managing complex projects, collaborating with senior leadership, and driving organizational initiatives.

Required Knowledge, Skills, and Abilities and Other Attributes (KSAOs):

• Strong strategic thinking skills and the ability to contribute to high-level decision-making processes.

• Experience in developing and implementing strategic plans aligned with organizational goals.

• Exceptional communication skills, both written and verbal

• Exceptional organizational and multitasking skills to manage various responsibilities and priorities effectively.

• The capacity to adapt to changing priorities and work in a dynamic environment.

Supplemental Information

About Mines & Golden, CO

When the world looks for answers, the world looks to Mines.

Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines’ scope and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 38 public university in the nation, recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report, 2023).

Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds.

At the same time, Mines faculty members are pushing their fields in new directions, whether that’s manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 “Very High Activity” research institution by Carnegie, a notable feat for any university but particularly one of our size.

That size – roughly 7,000 undergraduate and graduate students – also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact.

Community Alliance groups bring together employees for professional development, networking, cultural awareness and community involvement, and all Mines employees also have access to the wealth of activities happening every day on campus – nationally-renowned speakers, special events and Mines traditions like Engineering Days, just to name a few.

And don’t get us started on our hometown. We are located in the heart of Golden, Colorado --with its charming historic downtown and nearby hiking trails – and in close proximity to all that Denver and the Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the Denver area an ideal place to live, work and play.

Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world’s problems and educating the next generation of change makers? Are you an individual who values a diverse and inclusive community, where our different perspectives, experiences and cultures enrich the educational and work experience?

Look to Mines.

Equal Opportunity

Colorado School of Mines is committed to equal opportunity for all persons.? Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses.

Mines’ commitment to nondiscrimination, affirmative action, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a diverse student body and workforce.

Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequity or concerns for safety.

Colorado's premier engineering and applied science university for 150 years and counting

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