Customer Engagement and Operations Coordinator - Naifeh Center for Effective Leadership

University of Tennessee•Knoxville, TN

About The Position

The University of Tennessee’s Naifeh Center for Effective Leadership (NCEL), part of the Institute for Public Service, seeks a Customer Engagement and Operations Coordinator for its Knoxville office. NCEL provides leadership development training, consulting, and research for local, state, and federal government officials and employees. The coordinator manages operations and logistics for NCEL training programs and helps government and organizational customers identify services that address their needs. The role includes customer consultation and engagement, program and event financial administration, vendor contract coordination, operational planning, resource management, and analysis of program evaluations and learning management system data. The coordinator reviews budgets, transactions, agreements, and invoices; maintains complex calendars and resource plans; coordinates program materials and assessments; and develops findings and recommendations for the Executive Director. The position also supports institutional compliance activities and represents NCEL on assigned Institute for Public Service committees and initiatives. The position is based in Knoxville, Tennessee, and requires travel to perform some job duties. The Institute for Public Service has a formal Alternative Work Arrangement program; further information may be provided during recruitment. Applicants must be legally authorized to work full time in the United States without current or future sponsorship for an employment-based visa. Applications should include a resume, cover letter, three professional references, and a writing sample. For full consideration, applications were due on or before November 23, 2026.

Requirements

Bachelor’s degree in public administration, political science, business, or a related field.
At least two years of professional experience coordinating and hosting organizational events.
At least two years of professional experience using evaluation software and data analytics tools.
At least two years of professional experience organizing complex schedules and calendars across multiple programs or functions.
At least two years of professional experience engaging and recruiting stakeholders or customers for services.
At least two years of professional experience conducting research and developing and presenting recommendations based on findings.
Strong skills using Microsoft PowerPoint, Word, and Excel.
Ability to use software to measure programmatic key performance indicators.
Ability to design and evaluate training programs.
Customer service skills and ability to provide timely, personable, and professional responses.
Written and oral interpersonal and communication skills.
Ability to work effectively with diverse constituents, including high-level local and state government executives.
Ability to enter data into a learning management system and produce and customize reports from it.
Ability to gather data, compile information, and prepare reports.
Tact and discretion when handling a variety of issues.
Problem-solving and critical-thinking skills.
Ability to actively listen, identify solutions for customers and organizations, and explain agency services in response to stakeholder needs.
Ability to prioritize work according to agency objectives and goals and recommend changes to office-level procedures.
Ability to make effective decisions by interpreting situations and developing innovative, meaningful solutions that improve agency efficiency and effectiveness.
Ability to initiate and draft correspondence on behalf of a supervisor.
Ability to prepare budgets, reconcile accounts, and manage contracts.
Legally authorized to work full time in the United States without needing now or in the future sponsorship for an employment-based visa.
Ability to travel to perform some job duties.
If using a private vehicle for business-related purposes, automobile liability insurance must be maintained.

Nice To Haves

Master’s degree preferred.
Previous experience in public service and/or higher education operations.
Qualities including emotional maturity, genuineness, common sense, judgment, fairness, creativity, discretion, decisiveness, diplomacy, tact, resiliency, adaptability, and tolerance for ambiguity.
Ability to handle highly confidential matters; unquestioned integrity and trustworthiness.
Commitment to the University’s mission and strategic plan and to the missions and strategic plans of its campuses, institutes, and agencies.
Ability to make consistent, fair decisions based on facts and data.
Ability to work with cross-functional teams and foster teamwork.

Responsibilities

Assess customer and stakeholder needs and recommend appropriate NCEL programs, training, and services.
Consult with customers, evaluate requests, identify underlying service needs, and resolve non-routine service issues or coordinate customized solutions.
Develop and implement customer engagement activities to raise awareness of NCEL programs and increase participation.
Analyze participant feedback, evaluations, engagement information, and other data to identify trends, service gaps, customer needs, and opportunities for improvement or expansion.
Evaluate customer engagement efforts and recommend changes to communication, outreach, or service strategies.
Present recommendations to the Executive Director concerning program planning, customer engagement, service improvements, and future programming.
Maintain relationships with government officials, executives, program participants, vendors, and other external partners.
Monitor program and event budgets, analyze spending and available resources, identify discrepancies or financial concerns, and recommend corrective action.
Interpret University fiscal policies and procedures and determine appropriate handling of non-routine financial transactions and issues.
Review financial activity for accuracy and compliance, and investigate discrepancies using transaction records, documentation, policies, and supporting information.
Coordinate vendor, venue, and service-provider contracts; review agreements for accuracy, business requirements, financial terms, and program alignment before routing for University contracting.
Administer agreements through ESM, DocuSign, and other University systems, and investigate and resolve contractual or processing discrepancies.
Review and reconcile vendor invoices against contract terms and program requirements and initiate corrective action for discrepancies.
Evaluate financial and contractual processes and recommend improvements to internal controls, efficiency, and operational or financial risk management.
Research and analyze financial and contractual information and prepare recommendations for the Executive Director.
Evaluate administrative operations and resource needs and recommend operational priorities, resource allocation, procedures, and process improvements.
Plan operations for NCEL programs, including setting work priorities, coordinating schedules and resources, and resolving conflicts across programs and initiatives.
Develop and maintain complex program calendars and resource plans.
Coordinate program curriculum, materials, assessments, and administrative resources, and evaluate processes for improvements to accessibility, consistency, and delivery.
Analyze program evaluation and other operational data in the learning management system and prepare reports and recommendations.
Administer agency fiscal and operational processes and interpret University and agency procedures to ensure appropriate action and compliance.
Identify and resolve non-routine operational issues within established authority and recommend procedural changes when broader action is needed.
Support institutional compliance involving inventory, space, control assessments, and related operational requirements.
Represent NCEL on assigned Institute for Public Service committees and initiatives and evaluate their operational impact.
Recommend changes to office procedures and administrative practices to improve efficiency, consistency, customer service, and effectiveness.
Travel as needed to perform job duties.