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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, as part of UW Facilities, enables the mission of the UW by optimizing our resources across the full life cycle of our facilities in order to enhance the functionality, efficiency and beauty of our campuses. We ensure UW Facilities is “doing the right work”.
The Customer Care Team facilitates workload processes across all Asset Management portfolios, and serves as the link between customers and the planning and operational service providers of UW Facilities, including Maintenance & Construction units, Building Services, and Campus Utilities & Operations.
We have an outstanding opportunity for a Program Operations Supervisor (Program Support Supervisor II) .
The Program Operations Supervisor plays a key role in the Facilities operational structure, though daily operations oversight of the Customer Care Team. The supervisor reports directly to the Assistant Director of Workflow Management and Customer Care, to help manage workflow in a matrixed setting, taking on specific ownership for CCT integration with other Asset Management and Facilities Operations units.
The successful candidate will work closely to assist in the development and/or implementation of existing and future programs that fall under the direction of the unit Assistant Director. The Program Operations Supervisor will also assist in program activities for workload management, work with appropriate stakeholders to achieve unit goals that tie to overarching strategic plans, enhance communications between all units, effectively assist in the delivery of service provisions, and reinforce excellence in customer service standards within a fast pace environment with a high degree of skill, detail, and attention.
Program Operations (55%)
•Oversee daily operations of Customer Care Team (CCT) including in-office and remote work activity. •Assign CCT work to team members to ensure proper workload balance, processing of requests and work orders that flow in and through the facilities operational system. •Analyze workload assignments, adjust workload balance, and set priorities to meet program or operational deadlines. •Oversee team productivity and goals utilizing metrics, tracking, and reports. •Assist in the development, revision, and implementation of set standards for CCT that are consistent with best practices and facilitate seamless workflow. •Conduct regular reviews of work orders, tasks, or ticket requests to ensure compliance of delivery standards, best practices or established SOP and supervise the correction of out of compliance or standards with appropriate CCT staff member. •Advise and introduce customers on and to UW Facilities Operational services, policies, and procedures, •Regularly prepare reports and communicate trends or program operational gaps to Assistant Director and executive management as needed. •Oversee unit “knowledge base” (KB) ensuring SOPs are documented correctly including revision, clarification, and development of new tasks or information into the KB; assign team member to update supervisor or director approved processes, tasks, information and/or procedures into the KB. •Implement change management practices including engaging staff members in process improvement efforts. •Able to perform the work of a Customer Care Specialist. •Other duties as assigned.
Program Planning (20%)
•Assist with planning, evaluating, and implementation of process, policies and/or standards. •Assist in the format and planning of publications, webpage presence, or other related program or operational materials or resources. •Build and maintain effective collaborative relationships with internal and external stakeholders to enhance program operations and ensure alignment. •May facilitate CCT working groups as needed.
Supervision of Staff (15%)
•Collaborate and engage in the recruitment selection efforts process, telephone screening, 1:1 or group interviews, and the on/off boarding of CCT members. •Provide feedback and/or perform – performance evaluations, corrective action, probationary evaluations, and dismissal procedures. •Handle staff schedules to ensure appropriate staffing levels to meet operational needs including normal, suspended, emergency, and/or modified operating hours. •Provide or reinforce clear performance expectations to CCT staff role and responsibilities including monitoring and recognizing performance success or challenges, provide consistent feedback to staff, and receive employee concerns to resolve performance challenges. •Provide employee training including training structure, content or focus of topics, tasks, and/or processes with delegated authority to assign or engage other CCT members to assist in training of staff on a specific topic or task – within a given timeframe – to ensure new staff are trained for success in their role and responsibilities. •Regularly conduct Facilities and unit training audits to ensure CCT staff compliance. •Responsibility for supervisor tasks in Workday but not limited to, review and approval of timesheet; pre-approve staff leave requests, follow-up on unscheduled leave or absence for CCT.
Administrative & Fiscal (10%)
•Draft or assist with communication messages or plans to internal stakeholders and external audiences. •Serve as an integral member of the department’s plan for disaster preparation, management, and recovery; coordinate the planning and administration for the unit’s emergency management program. •Facilitate scheduling of meetings when needed and/or attend meetings to take minutes for summarizing outcome or next steps for the Assistant Director. •Monitor monthly expenditures, perform reconciliation and reimbursements for unit. •Provide information for budget request, forecasting, or development.
•Excellent communication skills both verbal and written. •Excellent organizational skills and detail oriented. •Effectively manage stressful situations and shifting priorities. •Be proactive, recognize complex issues, and resolve problems. •Professional attitude and work ethic. •Be transparent and accountable. •Demonstrate personal integrity and trustworthiness. •Maintain a positive, collaborative, and success-oriented attitude. •Able to work independently and with a team. •Continuously promote a safe work environment.
•High school graduate or equivalent; AND three (3) years of experience supervising and managing construction, maintenance, engineering, or custodial work to be performed within an assigned space or buildings, and preferably within an academic or institutional environment OR equivalent education/experience.
Additional Requirements include:
•Demonstrate increasing levels of responsibility, discretion in program design or direction, and experience in performing complex work assignments. •Proven track record at successfully working and collaborating with key internal stakeholders within an academic or institutional organization. •Proficient in multiple software programs – MS Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Publisher, Access, and Skype), MS Teams, SharePoint, Google cloud tools, Zoom teleconferencing or similar – including adaptation and navigation of new software programs. •Able to comfortably utilize Asset Management custom database systems that support program objectives and Maintenance & Construction operations (web-based systems: AiM, Zendesk, Project Tracker, FS Works, PMWeb or similar). •Able to multitask between multiple platforms and technology tools to service customer needs. •Comfortable and proficient in utilizing computer hardware, laptops, and related hardware equipment. •Able to work in a fast-paced environment – both in an office environment and when necessary remotely from home.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
•Experience or working knowledge of project management and business process methods including workflow process and value stream methods. •Experience working within a large scale service oriented operational delivery environment or understanding of linear operational systems. •Experience with enterprise change management, program implementation, and/or resource development. •Ability to quickly learn new systems, retain and recall a large amount of information. •Possession of a valid Washington State driver’s license.
Conditions of Employment:
•Regular and predictable attendance is required. •May be required to accept variable work shift. •This position is identified as providing an essential service. The successful candidate must be able to perform shift work even during an emergency in which non-essential University operations have been suspended. •This position is located on the UW Seattle campus and when appropriate, may be able to work remotely requiring reliable remote internet connectivity. •Must be able to work in a non-smoking open and shared office environment – which may result in additional or higher levels of noise, visual distraction, or interruptions.
The UW Facilities team promotes a diverse and inclusive work environment with respect to the inclusiveness of students, faculty, and staff from many ethnic, social, economic, and ideological backgrounds.
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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.