Building Experience and Operations Manager, 511 Deacon

Wake Forest University•Winston-Salem, NC

About The Position

The Building Experience and Operations Manager (Building Manager) is the experience and operational leader for 511 Deacon at Wake Forest University. The role ensures that the building reflects the university’s excellence, hospitality, and professionalism while delivering a high-quality experience for employees, visitors, tenants, and guests. The manager integrates building operations, hospitality, customer service, safety, and workplace services, and oversees facility operations, vendor management, space management, and occupant services. The manager partners with leaders and liaisons across Wake Forest University, including colleagues supporting 511 Deacon and other university facilities, to establish and improve building-management standards, operational processes, and service excellence. The position builds cross-functional relationships, leads a high-performing team, and uses sound judgment, independent decision-making, and a proactive, customer-focused approach while responding to changing priorities. Success is measured by operational excellence, exceptional service, proactive problem solving, and continual improvement of the employee and visitor experience.

Requirements

High school diploma and five years of relevant experience.
Effective verbal and written communication skills for broad constituencies, including newsletter communication.
Ability to build alliances and partnerships with internal and external organizations.
General knowledge of daily operations involved in managing a multipurpose facility.
Strong diplomatic and conflict-resolution skills to manage shared spaces neutrally among diverse departmental stakeholders.
Ability to organize workflow and coordinate multiple activities.
Comfort using a range of computer and software tools.
Ability to research and resolve building maintenance, custodial, dining service, and security problems and opportunities.
Public speaking and leadership skills.
Strong attention to detail.
Ability to lead a team successfully.
Ability to occasionally lift or exert force of up to 10–15 pounds.

Nice To Haves

Bachelor’s degree in a related field.

Responsibilities

Develop and maintain a first-class workplace experience that reflects Wake Forest’s brand and culture.
Develop, measure, and improve service standards and occupant satisfaction.
Establish and maintain hospitality and service standards throughout the building, ensuring interactions are professional, responsive, and customer-focused.
Assess occupant experience and implement improvements to satisfaction, comfort, and productivity.
Coordinate lobby presentation, cleanliness, seasonal décor, amenities, conference spaces, and common areas.
Coordinate special events, executive visits, VIP guest experiences, and logistics for conference, training, and meeting setups in shared spaces and university facility-related events.
Oversee daily building operations, including maintenance, environmental and safety compliance, grounds, custodial support, security personnel, reception, and related services.
Coordinate with third-party property management vendors, external contractors, and WFU Facilities to follow up on and resolve facility issues, escalating larger projects when needed.
Manage facility requests through University work-order systems and third-party platforms, including streamlined intake tools such as QR-code reporting systems.
Assist in developing, implementing, and reviewing operational policies and procedures.
Manage financial processes and develop and monitor the annual budget for the building and related activities.
Use the EMS room-reservation system to process building and room access requests; act as the neutral point of contact for building and parking access approvals.
Serve as the primary contact for unresolved or conflicting storage needs and partner with Facilities on solutions in the University’s best interest.
Maintain operational relationships with departmental space liaisons, University Police, Facilities, Transportation, and third-party property management.
Coordinate building safety with the building Security Officer, University Police, and property management, including participation in regular security meetings.
Act as the first point of contact for event support and coordinate building maintenance with the FSC property management team.
Coordinate building support for evening and weekend events and, occasionally, provide on-site leadership for major events.
Maintain directional signage and central digital displays, ensuring consistent building-wide messaging.
Compile and distribute regular building-wide communications to support community awareness across departments.
Coordinate building tours for diverse constituencies, excluding donor and alumni tours.
Lead by example in upholding dialogue, collegiality, respect, knowledge, integrity, learning, awareness, accountability, and responsiveness.