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UW Facilities manages the University’s buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups, as well as the separate Emergency Management team, are the Business Intelligence & Information Technology group and the Finance & Administration group.
Asset Management has an outstanding opportunity for an Assistant Director, Workflow Management and Customer Experience to drive work control towards optimal operational performance for the UW Facilities organization. This position will be responsible managing the Cx team which serves as a single intake, prioritization and work control for the UW Facilities products and services. The goal of the Assistant Director will be to ensuring the alignment of work control with the asset management strategy/goals/objectives. The focus will include lean methodologies to develop an efficient and streamlined process for UW Facilities work.
The Assistant Director will also be responsible for establishing long-range strategies, goals and objectives for the customer success and voice of the customer programs for UW Facilities. Collaborating with all members of the Capital Planning & Portfolio Management core team, and key teams within UW Facilities including Communications, Business Intelligence & IT, and Planning + Design + Space Management, the Assistant Director will perform professional level program administration to implementation, coordinate and evaluate strategies designed to enhance the success of Building Coordinators and other key customers of UW Facilities.
Working with multiple, diverse stakeholders in a cross-functional project environment, the scope of work for this role will range from tactical tool development and procedural documentation to complex business process and strategy development.
The Assistant Director is an active participant in the departmental leadership team and ensures that strategy and operations are coordinated among the UW Facilities varied and interdependent programmatic areas.
Primary Duties and Responsibilities
Organizational Leadership and Engagement
•Engage in strategy development and planning as a member of the department's Leadership Team; support strategic initiatives identified by the Executive Director. •Provide technical and operational expertise in long-range planning. •Lead or support strategic initiatives identified by the Executive Director or as a member of the department Leadership Team. •Provide expertise and leadership for incorporating lean management principles in all subordinate units. •Develop and implement strategies/action plans to increase the engagement of all staff in lean initiatives. •Participate on and serve as staff as may be required on University Committees and UW Facilities initiatives. •Work collaboratively with departmental leaders in UWF to ensure seamless and transparent delivery of services to the campus community and to support of Finance & Administration and UWF strategic objectives and goals. •Develop and foster strong working relationships with other departments within UWF to optimize coordination and delivery of services to internal and external customers. •Devise and conduct customer relations activities for UW Facilities, in accordance with UW Facilities customer service practices and initiatives. •This includes proactive written and e-mail communications, standard reports, and quarterly engagement with building coordinators. •Represent the Executive Director as needed with internal, external or organization constituencies. •Ensure coordination with related service entities at the University and with City and State agencies and regulators to maximize operations and ensure compliance with applicable regulations and objectives.
•Directly oversee operational activities, including resource deployment and personnel management for optimum unit performance in two primary functions: •Assign the internal classification, prioritization, coordination and tracking of work between units within FMC, other UW Facilities departments and generate work status reports for requesting organizations and internal management personnel for their continuing actions and information. •Support the development of long-range shop load plans based upon work backlog and shop capabilities. •Determine execution method(s) for performance of work based upon strategic sourcing recommendations, customer requirements, productivity, and current shop backlog. •Provide workflow analysis and make resource recommendations to the Executive Director based on projected workload and shop capacity/capabilities.
Communications & Marketing
•Lead the creative development and implementation of strategic communications and marketing services for the UW Facilities organization and for the individual departments. •Exercise significant responsibility for enhancing the customer/stakeholder experience and establishing policies and procedures across a variety of platforms including brand management, editorial and content strategies, digital strategies and web services, media and public relations, visual communications, and marketing and communication campaigns.
•Provide leadership for sub-unit and organization activities, including financial planning, strategy development, and short and long-range planning; design and direct necessary data gathering and analysis. •Work with clients and other leaders within UW Facilities and FMC to support urgent, routine and long-term facility improvements meeting quality and regulatory standards. •Prepare reports and official documents in support of organization objectives and priorities, ensuring inclusion of perspectives of internal and external constituencies and other affected parties. •Identify institutional policies and/or practices that affect Workflow Optimization operations and ensure productive resolution of problems. •Perform human resource and personnel management functions for assigned sub-units •Make recommendations regarding organizational structure or personnel classification to optimize operational effectiveness. •Act as a department labor relations representative as needed in coordination with Facilities Employee Services, the University’s Labor Relations Office, and other departments or agencies as required on matters relating to any bargaining units to which department personnel belong. •Work in coordination with UWF Partner Resources as needed for resolution of grievances or possible legal actions. •Develop and implement strategies and programs to improve the hiring, retention, and professional development of staff. •Ensure organizational compliance with applicable laws and regulations. •Perform other duties as may be assigned by the Executive Director.
•Demonstrate personal integrity and trustworthiness. •Manage stressful situations and changing priorities effectively. •Anticipate, recognize and resolve problems. •Be responsible and accountable. •Use organizational skills and provide attention to details. •Maintain a positive, optimistic, and success-oriented attitude. •Exercise professionalism, which includes being tactful and courteous. •Exhibit a professional work ethic. •Continuously promote a safe work environment.
•Relevant Bachelor’s degree or equivalent combination of education and experience. •Five years of experience in process management and applied knowledge of principles and best practices for leading change management efforts. •Demonstrated experience at management-level experience in property management, facilities operations and management or related business operations, including direct supervision of multiple direct reports. •Demonstrated results and leadership in process improvement and project management •Experience coordinating events and/or conducting customer outreach •Extensive experience interacting with customers and understanding diverse customer needs •Demonstrated ability to plan and organize effectively, and to follow projects through from conception to implementation •Ability to think holistically and see the “big picture” •Management experience within a call center type of environment and/or ability to lead and manage teams across the Enterprise to achieve results •Able to analyze complex information, define problems, and develop and implement creative, cost-effective solutions. •Experience in systems development, data analysis, customer service program development and management, and fiscal planning. •Strong writing, communication and presentation skills including the ability to write and edit content for general and targeted audiences •Able to function within a complex, regulatory environment. •Demonstrated ability to effectively interpret and apply standards, regulations, policies, and procedures. •An appreciation of, a sensitivity to, and respect for a diverse environment, inclusive of students, faculty and staff of many social, economic, cultural, ideological, racial and ethnic backgrounds.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
•Possession of a valid Washington State driver’s license. •Master’s degree in Engineering, Architecture, Business Administration, Public Administration or related field. •Operations and program management experience in a public sector institutional environment and/or urban setting. •Knowledge of content management, web design and usability best practices •Training and experience with quality and process improvement methodologies such as Kaizen, Lean six sigma •Experience demonstrating proficiency with computer software (examples include Adobe Creative Cloud: InDesign, Illustrator, Photoshop, Microsoft Office, email and chat technologies, Google cloud tools, project management tools, ticketing systems, etc.). •Related professional registration (P.E., R.A., etc) or certifications (such as Facilities Management Professional, Project Management Professional, LEED AP, etc.) •Familiarity and experience with Balanced Scorecard methodologies •History of success managing in a unionized environment
Conditions of Employment:
•Regular and predictable attendance.
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
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