ASSISTANT DIRECTOR, WORKFORCE MANAGEMENT AND CUSTOMER CARE TEAM
Company: University of Washington
Posted on: January 26, 2023
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Director, Workforce Management and Customer Care Team Assistant
Director, Workforce Management and Customer Care Team Req #: 216560
Department: UW FACILITIES: MAINTENANCE & CONSTRUCTION As a UW
employee, you have a unique opportunity to change lives on our
campuses, in our state and around the world. UW employees offer
their boundless energy, creative problem-solving skills and
dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional
growth opportunities and unique resources in an environment noted
for diversity, intellectual excitement, artistic pursuits and
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 Energy,
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
Maintenance & Construction (M&C) is responsible for general
maintenance, repair and renovations of all University of Washington
(UW) main campus facilities including building interiors, exteriors
We have an outstanding opportunity for an Assistant Director,
Workforce Management and Customer Care Team.
The Assistant Director for Work Management in the Maintenance &
Construction (M&C) department of UW Facilities reports directly
to the department Executive Director and serves as the senior
operational leader for Work Management with responsibility and
authority throughout the University.
Under general guidance and direction from the Executive Director,
this position is responsible for organizing, supervising, and
directing all functions of the Work Management unit including work
reception, planning and estimating, scope development, shop
loading, asset management and service contract administration. The
position is responsible for personnel and resource management
across all subordinate units as may be assigned and engages in
strategy and policy development and execution as a member of the
M&C Executive Team.
The Assistant Director (AD) is responsible for a high volume,
diversified workload across the entire campus infrastructure and
includes multiple subordinate units and functions currently
geographically dispersed across campus. They largely operate
independently in making operational decisions and directly impacts
the management and execution of both state-funded (absorbed
maintenance) budgets and recharge (paid by customers) work.
Operational decision-making involves highly complex consideration
and judgement based on departmental and University strategic
objectives, operational necessity, customer requirements, and
The AD must establish and constantly re-evaluate work priorities
based on project and competing customer requirements, availability
of work force and other resources, regulatory requirements, and
their own technical expertise and judgement along with input from
subordinate managers and technical experts within the different
disciplines and skilled trades. Close and constant coordination
with the Deputy Director for Facilities Maintenance and the
Assistant Director for Facilities Construction is essential to
provide seamless delivery of services to the campus community as a
Due to the limited resource/high demand environment, the AD must
continually seek, develop, and implement new approaches, methods,
and techniques to improve efficiency without sacrificing the
required levels of service for the University's ongoing teaching,
research, and patient care missions. Methods must align with
departmental objectives and maintain established levels of
standardization. The AD has broad responsibilities in helping shape
departmental objectives and in developing and applying new programs
or approaches to meet requirements.
The AD also exercises great authority and discretion in making
personnel decisions including the hiring, recruitment,
reclassification, and corrective action for assigned professional
staff and contract classified employees.
The AD develops, recommends, and implements programs and policies
to effectively oversee operational activities in three primary
functions: Work Reception and control, Project Management, and
Asset Management. Together these primary functions along with the
Regulated Materials Management Office enable the delivery of
reliable, safe and effective maintenance and construction for the
University's buildings and grounds including more than 680 acres of
improved and unimproved landscapes and more than 300 buildings
(over 17 million gross square feet with a plant replacement value
of more than $6.7 billion). This position provides leadership
guidance, and motivation to the staff that directly impacts the
operation of critical education, research and administrative
facilities and systems along with grounds management of the entire
campus including public spaces that serve the broader community.
All operations directly contribute to the continued success of
faculty, staff, and students across the main campus.
Biennial budget of work in M&C including both GOF/DOF and
projected rechargeable work is approximately $35 million.
Primary Duties and Responsibilities
--- Directly oversee operational activities, including resource
deployment and personnel management for optimum unit performance in
three primary functions
Work reception and control
--- Supervise the reception of all service requests for performance
of work by the UW Facilities Maintenance & Construction
--- Assign the internal classification, prioritization,
coordination and tracking of work between units within M&C and
other UW Facilities departments and generate work status reports
for requesting organizations and internal management personnel for
their continuing actions and information.
--- Develop long-range shop load plans based upon work backlog and
M&C shop capabilities.
--- Determine execution method(s) for performance of work based on
customer requirements, productivity, and current shop backlog.
--- Make resource recommendations to the Executive Director based
on projected workload and shop capacity/capabilities.
--- Determine and develop specific project and work order
requirements to meet customer, facility, and infrastructure needs
and technical compliance with building codes and standards,
feasibility, and adherence to projected costs.
--- Prepare project scopes, and develop/coordinate plans and
specifications for maintenance, maintenance service, and major
repair work for in-house execution by M&C shops.
--- Develop plans and specifications in conjunction with other
organizations for construction, improvements, alterations, and
installation of equipment.
--- Supervise the planning and estimating function which includes
preparation of preliminary and detailed estimates, fixed-price and
time and materials contract proposals for maintenance, repair,
alteration and improvement work to be performed by M&C shops or
by outside contracts.
--- Provide project coordination and liaison between the client
organizations and performing shops.
--- Develop and direct the plan for University facilities
inspections, assessments, and preventive maintenance programs,
using the results of these programs to inform long range capital
outlay and annual maintenance budget plans that will provide for a
high level of maintenance, renovation, and modernization university
buildings, grounds, and systems infrastructure.
--- 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
--- Work with clients and other leaders within UW Facilities and
M&C 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
--- Identify institutional policies and/or practices that affect
Work Management operations and ensure productive resolution of
--- Organizational Leadership and Engagement: (25% of time) Engage
in strategy development and planning as a member of the M&C
Executive Team and M&C Leadership Team; support strategic
initiatives identified by the Executive Director.
--- Provide technical and operational expertise in long-range
--- Lead or support strategic initiatives identified by the
Executive Director or as a member of the M&C Leadership
--- Provide expertise and leadership for incorporating lean
management principles in all subordinate units.
--- Implement strategies to increase the engagement of all staff in
--- Develop strategies and action plans to integrate and
personalize lean principles.
--- Participate on and serve as staff as may be required on
University Committees and UW Facilities initiatives.
--- Work collaboratively with the leaders of the Facilities
Maintenance and Facilities Construction operations to ensure
seamless and transparent delivery of services to campus
organization and in support of UW Facilities and M&C 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 Facilities
Maintenance & Construction, in accordance with M&C and UW
Facilities customer service practices and initiatives.
--- 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.
--- Oversee personnel management for assigned sub-units, including
training, development, and corrective action for management,
supervisory and frontline staff in a wide variety of
--- Perform human resource functions including interviewing,
selection, training, performance evaluation, salary determination,
promotion and corrective action.
--- 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 Partner Resources, 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.
--- Manage, advise and provide consultation on complaints,
disciplinary actions and grievances.
--- Conduct and oversee investigations of employee grievances and
complaints as required.
--- 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.
--- Oversee and monitor recruiting and hiring activities within
Work Management to ensure compliance with standards and
requirements and department expectations.
--- Participate in the development, monitoring, and execution of
budgets for Maintenance & Construction and provide input and advice
on the development of rates for self-sustaining and absorbed
operations and to establish budget priorities, systems solutions
and operational standards to ensure resource and operational
stability and effectiveness.
--- Develop and monitor budget execution for assigned subordinate
--- Ensure organizational compliance with applicable laws and
--- Interpret requirements; develop, document, and implement
procedures; conduct or oversee analysis and reporting; implement or
make recommendations for remediation or correction as
--- On an ongoing basis the Assistant Director will have broad
authority for operating decisions including fiscal, personnel
management, and service delivery within the areas of programmatic
--- Supervises the Customer Care Team that is comprised of 1
Program Support Supervisor and 4 Program Coordinators.
--- Perform other duties as may be assigned by the Executive
--- Demonstrate personal integrity and trustworthiness.
--- Manage stressful situations and changing priorities
--- Anticipate, recognize and resolve problems.
--- Be responsible and accountable.
--- Use organizational skills and provide attention to details.
--- Maintain a positive, optimistic, and success-oriented
--- Exercise professionalism, which includes being tactful and
--- Exhibit a professional work ethic.
--- Continuously promote a safe work environment.
--- Bachelor's Degree in Engineering, facilities management or a
--- Eight years of increasingly responsible management-level
experience in facilities operations and management or related
business operations, including direct supervision of multiple
--- Directly related experience (e.g. management-level construction
or facilities management and operations experience that demanded
critical thinking, significant analysis, and/or written
communication consistent with that required for college coursework)
may be substituted for education on a year-by-year basis.
--- Experience in facilities maintenance and operations, including
preventive maintenance programs and tenant improvements is
--- Outstanding interpersonal and oral/written communication skills
and a proven ability to work successfully with people at all levels
throughout the organization and with a wide range of internal and
--- Proven ability to maintain professional behavior and composure
in a fast paced, dynamic, customer service-driven environment.
--- Proven human resources management ability, including a history
of success with coaching and mentoring, team building, leading
conflict resolution, and initiating and monitoring corrective
--- Demonstrated success utilizing key performance
indicators/metrics to assess performance and drive organizational
--- Experience leading continuous process improvement
--- Excellent organizational skills.
--- Able to work independently and successfully prioritize and
coordinate multiple programs and assigned tasks.
--- Demonstrated flexibility to meet changing and unpredictable
--- Excellent problem-solving skills.
--- 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
--- Able to function within a complex, regulatory environment.
--- Demonstrated ability to effectively interpret and apply
standards, regulations, policies, and procedures.
--- Demonstrated proficiency with standard productivity software
including Microsoft Office Suite or equivalent products.
--- Demonstrated success with Microsoft Project or equivalent
--- Experience with a computerized maintenance management
Equivalent education/experience will substitute for all minimum
qualifications except when there are legal requirements, such as a
--- Master's degree in Engineering, Architecture, Business
Administration, Public Administration or related field.
--- Extensive management-level experience in a large or complex
facilities services organization.
--- Operations and program management experience in an
institutional environment and/or urban setting.
--- Management experience in a public sector setting.
--- 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
--- Familiarity and experience incorporating lean management
principles in the work environment.
--- History of success managing in a unionized environment.
--- While usual hours fall within standard business hours, work may
be required during hours beyond standard business hours including
--- Position requires flexibility to deal with emergencies,
meetings, or other scheduled work that may fall outside normal work
--- Professional travel may be required.
--- The majority of work is normally performed in a typical
Conditions of Employment:
--- Must be able to work in a non-smoking environment.
--- Regular and predictable attendance is required.
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.
You will be asked to submit a cover letter AND your response [In a
separate "Cover Letter Assessment" to the following (limited to 900
"We would like to know more about your experience with diversity,
race and equity, and social justice. Please tell us about your
experience engaging and working with diverse communities -
particularly in the context of your professional, volunteer, or
civic work. Please also address efforts you have made or been
involved with to foster diversity competence and
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
Applicants considered for this position will be required to
disclose if they are the subject of any substantiated findings or
current investigations related to sexual misconduct at their
current employment and past employment. Disclosure is required
under Washington state law .
Committed to attracting and retaining a diverse staff, the
University of Washington will honor your experiences, perspectives
and unique identity. Together, our community strives to create and
maintain working and learning environments that are inclusive,
equitable and welcoming.To request disability accommodation in the
application process, contact the Disability Services Office at
206-543-6450 or email@example.com .COVID-19 VACCINATION
REQUIREMENTEmployees of the University of Washington are required
to be fully vaccinated against COVID-19 unless a medical or
religious exemption is approved. Being fully vaccinated means that
an individual is at least two weeks past their final dose of an
authorized COVID-19 vaccine regimen. As a condition of employment,
newly hired employees will be required to provide proof of their
COVID-19 vaccination. View the Final candidate guide to COVID-19
vaccination requirement webpage for information about the medical
or religious exemption process for final candidates.
Keywords: University of Washington, Seattle , ASSISTANT DIRECTOR, WORKFORCE MANAGEMENT AND CUSTOMER CARE TEAM, Executive , Seattle, Washington
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