Associate Director, SON Customer Experience

University of Rochester • Goodwell, OK

2d • $86,482 - $129,723 • Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

This position will lead and manage the provision of high-quality customer care in technical solutions and support, ensuring the School of Nursing's systems operate efficiently and securely. It will also lead technology initiatives in collaboration with faculty and cross-functional teams to introduce and integrate innovative technology that enhances nursing education, including digital learning/collaboration, high-fidelity simulation, and augmented/virtual reality simulation tools. The role involves collaborating with University and Medical Center IT organizations for technical alignment, efficiency, security, and cost containment. Significant industry knowledge, creativity, ingenuity, and flexibility are expected. The position directs and supervises professional staff and resources to ensure effective and efficient departmental operations and School objectives. Additionally, this role will perform analytics using multiple data sources to monitor trends, project outcomes, and inform leadership decisions.

Requirements

• Bachelors in technical field required
• 5 years experience in a technology related environment required
• Strong communications skills
• Must be very customer focused
• Substantial experience with Windows and professional software such as MS Office

Nice To Haves

• 1-2 years management or leadership experience preferred or equivalent combination of education and experience required

Responsibilities

• Independently establishing a culture of continuous improvement across technology related services for the School of Nursing.
• Leads, coaches, and develops team of service representatives to ensure meetings, classes, and day to day operations run as smoothly as possible for our faculty, staff, and students.
• Reviews incidents logged in the ticket system to identify opportunities for improvement, trends in issues, and gaps in knowledge.
• Implement and evolve KPIs, surveys, and other strategies to ensure high quality technical and operational support across our education, research, and practice missions during normal business hours.
• Maintain and evolve the optimum portfolio of software to meet the needs of our diverse functions across the School in partnership with faculty and staff.
• Ensure software selections work within our University environment in collaboration with University and medical Center IT departments.
• Ensure the ITS team can install, support, and educate customers on the use of School of Nursing selected software solutions.
• Collaborate with relevant stakeholders to identify, select, and evaluate technology providers including internal University partners, external vendors and suppliers.
• Assess provider performance, negotiate contracts, and ensure compliance with the University's procurement policies.
• Cultivate and maintain positive relationships with technology partners.
• Address and resolve any issues, disputes, or escalations in a timely manner.
• Advocate for the School of Nursing's interests in partnerships.
• Collaborate with key stakeholders to facilitate the procurement of hardware and software solutions.
• Ensure that technology acquisitions align with the School of Nursing's IT standards and strategic vision.
• Direct projects and ITS operations Supporting education and other missions.
• Planning, purchasing, setting up, distributing, and supporting desktop/laptop solutions, mobile technology, simulation technology, audio visual technology, education software, and other evolving technical solutions.
• Represent School of Nursing interests on multiple cross campus teams including Educational Governance Council, Technical Advisory Council, and others.
• Manage knowledge initiative at the School of Nursing.
• Establish guidelines and policies pertaining to knowledge centered support.
• Ensure articles are created appropriately and updated as needed.
• Ensure knowledge created is shared at appropriate levels to empower School of Nursing Faculty, Staff, and Students are empowered to resolve their own issues while maintaining privacy of administrative accounts, resources, etc.
• Other duties as assigned

Benefits

• The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager