Director of Customer Relations and Logistics
Dartmouth College

Posting date:

01/29/2024

Yes

1128733

Director of Customer Relations and Logistics

Facilities Operations

$112,400

$140,500

Not a Union Position

Not an SEIU Position

Exempt

Regular Full Time

12

40

Hanover, NH

Onsite only

No

n/a

No

The Director of Customer Relations and Logistics at Dartmouth College plays a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management (FO&M) department. This leadership position is responsible for overseeing customer relations, logistics, data analytics and operational strategy and coordination to support the efficient functioning of Facilities operations. This includes leading the strategic development of the resource management office to deliver an efficient, sustainable, and coordinated workflow that increases productivity and bolsters customer satisfaction.

Bachelors plus 6 or more years' experience or combination of education and experience

• Bachelor's degree or the equivalent combination of education and experience.
• 15+ years of relevant experience related to customer service, resource management and data analytics.
• Minimum of least 10 years of facilities management and supervisory experience.
• Proficiency with computerized maintenance management systems and standard business applications.
• Excellent communications and interpersonal skills with the ability to interact with diverse College constituencies.
• Valid driver's license and ability to qualify as a Dartmouth approved driver.
• Excellent organization, analytical, and time management skills.
• Knowledge of building construction and maintenance practices.

• Comfortable making decisions in a fast-paced and complex environment.
• Demonstrated commitment to sustainability.

Frank Roberts, AVP FOM

Frank Roberts, AVP FOM

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Yes

Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy

Dartmouth College has retained Goodwin Recruiting to assist in the search for this position, who may contact you directly about your application.

https://searchjobs.dartmouth.edu/postings/72310

Customer Relations/Resource Management Leadership and Strategy

• Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting.
• Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M.
• Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders.
• Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information.
• Develop, review and update Service Level Agreements between FO&M and the campus departments.
• Develop and document processes/ procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability.
• Develop methodology for cataloging standard operating procedures.
• Review of Departmental performance against industry standards (peers).

40

Logistical Planning and Oversight

• Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process.
• Develop replacement, and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process.
• Develop means and methods to make information accessible to technicians performing service. For example, O&M manuals and associated drawings.
• Develop, and implement, an inventory process for parts and supplies to support the work being done. This needs to be coordinated with the asset inventory, preventative maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and after proposal is developed, manage the inventory operations.
• Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow.
• Functional expert on those systems supporting the workflow, asset collection and inventory functions.

30

Personnel Management

• Effectively manage a team of 6.5 FTEs in the Work Control Center.
• Management of Communication Coordinator in FO&M.
• Management of an Asset Manager.
• Works closely with Campus Services Operations on technology, contracts, and financial reporting.
• Holds direct reports accountable for compliance with divisional, departmental and DEI policies.

20

Diversity, Equity and Inclusion

• Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
• Participates in division wide DEI initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect)
• Willingness to foster a growth mindset in the areas of increasing diversity, equity, and inclusion across the division. Collaborates, when appropriate, on other DEI-related initiatives within the division and College.

10

Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.

Performs other duties as assigned.