ASSISTANT DIRECTOR, WORKFORCE MANAGEMENT AND CUSTOMER CARE TEAM

Company: University of Washington
Location: Seattle
Posted on: January 26, 2023

Job Description:

If you are using a screen reader and experience any difficulty accessing our web pages, please call 206-543-2544 or email UWHires and we will be happy to assist you. jump to content Assistant 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 natural beauty.

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 group.

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 and grounds.

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 available resources.

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 whole.

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

Program Operations

--- 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 department.
--- 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.

Project management

--- 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.

Asset management

--- 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 analysis.
--- 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 affected parties.
--- Identify institutional policies and/or practices that affect Work Management operations and ensure productive resolution of problems.
--- 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 planning.
--- Lead or support strategic initiatives identified by the Executive Director or as a member of the M&C Leadership Team.
--- Provide expertise and leadership for incorporating lean management principles in all subordinate units.
--- Implement strategies to increase the engagement of all staff in lean initiatives.
--- 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.

Coordination

--- 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.

Personnel

--- Oversee personnel management for assigned sub-units, including training, development, and corrective action for management, supervisory and frontline staff in a wide variety of disciplines.
--- 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.

Budget/Financial

--- 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 units.
Compliance
--- Ensure organizational compliance with applicable laws and regulations.
--- Interpret requirements; develop, document, and implement procedures; conduct or oversee analysis and reporting; implement or make recommendations for remediation or correction as necessary.
--- 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 oversight.

Supervision

--- 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 Director.

Core Competencies

--- 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.

Requirements include:
--- Bachelor's Degree in Engineering, facilities management or a related discipline
--- Eight years of increasingly responsible management-level experience in facilities operations and management or related business operations, including direct supervision of multiple direct reports.
--- 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 preferred.
--- 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 external stakeholders.
--- 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 action.
--- Demonstrated success utilizing key performance indicators/metrics to assess performance and drive organizational improvements.
--- Experience leading continuous process improvement initiatives.
--- Excellent organizational skills.
--- Able to work independently and successfully prioritize and coordinate multiple programs and assigned tasks.
--- Demonstrated flexibility to meet changing and unpredictable requirements.
--- 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 planning.
--- 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 scheduling programs.
--- Experience with a computerized maintenance management system.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:
--- 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 methodologies.
--- 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 weekends.
--- Position requires flexibility to deal with emergencies, meetings, or other scheduled work that may fall outside normal work hours.
--- Professional travel may be required.
--- The majority of work is normally performed in a typical interior/office environment.

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.


Application Process:

You will be asked to submit a cover letter AND your response [In a separate "Cover Letter Assessment" to the following (limited to 900 characters)]:

"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 understanding."

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.
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 dso@uw.edu .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