Customer Engagement and Operations Coordinator - IPS

University of Tennessee•Knoxville, TN

1d•Onsite

About The Position

The University of Tennessee’s Naifeh Center for Effective Leadership (NCEL), a division of the University of Tennessee Institute for Public Service, is seeking a Customer Engagement and Operations Coordinator for its Knoxville office. NCEL delivers leadership development training, consulting, and research for local, state, and federal government officials and employees. This position coordinates operations and logistics for NCEL training programs. It oversees program financial functions, complex calendars and resource plans, event contracts, learning-management-system evaluation data, invoicing and payments, and customer engagement. The coordinator assesses organizational needs and explains NCEL services to customers and stakeholders, recommends appropriate programs, analyzes feedback and operational data, and develops recommendations for the Executive Director. The role also administers financial, contractual, and operational processes; monitors budgets and vendor agreements; resolves non-routine customer, financial, and operational issues; supports institutional compliance activities; and recommends improvements to procedures, resource allocation, customer service, and program delivery. The position is based in Knoxville, Tennessee, requires some travel, and may be eligible for the Institute for Public Service’s Alternative Work Arrangement program.

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 experience using evaluation software and data analytics tools.
At least two years of experience organizing complex schedules and calendars across multiple programs or functions.
At least two years of experience engaging and recruiting stakeholders or customers for services.
At least two years of experience conducting research and developing and presenting recommendations based on findings.
Strong working knowledge of 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.
Strong 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 listen actively, identify solutions, and explain agency services to meet stakeholder needs.
Ability to prioritize work according to agency objectives and recommend changes to office-level procedures.
Ability to interpret situations, make effective decisions, and develop 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.
Legal authorization to work in the United States full-time without current or future need for employment-based visa sponsorship.
Ability to travel for some job duties; if using a private vehicle for business, automobile liability insurance must be maintained.
Demonstrated integrity, trustworthiness, sound judgment, fairness, discretion, decisiveness, diplomacy, tact, resiliency, adaptability, and tolerance for ambiguity.
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 and to work with cross-functional teams and foster teamwork.

Nice To Haves

Master’s degree.
Previous experience in public service and/or higher education operations.

Responsibilities

Assess customer and organizational needs and recommend appropriate NCEL programs, training, and services.
Consult with customers and stakeholders, evaluate requests, resolve non-routine service issues, and coordinate customized solutions with program and agency leadership.
Develop and evaluate customer engagement activities, analyze feedback and program data, and recommend outreach, service, and programming improvements to the Executive Director.
Maintain relationships with government officials, executives, participants, vendors, and other organizational partners.
Monitor program and event budgets, analyze expenditures and commitments, review financial activity for accuracy and compliance, and investigate discrepancies.
Interpret University fiscal policies and procedures and determine appropriate processing or resolution of non-routine financial matters.
Coordinate vendor, venue, and service-provider contracts; review agreements; administer execution through University systems; and resolve processing discrepancies.
Reconcile vendor invoices against contract terms and program requirements and initiate corrections when needed.
Evaluate financial and contractual processes and recommend improvements to controls, efficiency, and risk management.
Evaluate administrative operations and resource needs and recommend operational priorities, resource allocation, procedures, and process improvements to the Executive Director.
Plan NCEL program operations, set work priorities, coordinate competing schedules and resource needs, and resolve operational conflicts.
Develop and maintain complex program calendars and resource plans.
Coordinate curricula, materials, assessments, and administrative resources, and improve accessibility, consistency, and program delivery.
Analyze learning-management-system evaluation information and operational data and prepare reports and recommendations.
Administer agency fiscal and operational processes and ensure compliance with applicable University and agency procedures.
Resolve non-routine operational issues and recommend procedural changes when broader action is warranted.
Support institutional compliance activities involving inventory, space, control assessments, and related operational requirements.
Represent NCEL on Institute for Public Service committees and initiatives as assigned and assess their operational impact.
Recommend office-level procedural and administrative changes that improve efficiency, consistency, customer service, and operational effectiveness.
Travel to perform some job duties.