Manager, Customer Relations and Operations

Wisconsin Foundation and Alumni Association•Madison, WI

20d•Hybrid

About The Position

The Manager, Customer Relations and Operations oversees administrative operations, customer service, facility use, and divisional support functions for the Alumni Relations & Engagement (AR&E) division. The role supervises the customer relations team and part-time visitor engagement staff, and ensures efficient business operations, exceptional constituent experiences, and a welcoming, service-oriented environment for staff, alumni, donors, volunteers, and campus partners. This is a hybrid position requiring weekly work at the WFAA office in Madison, Wisconsin. The manager oversees daily constituent-facing and staff-facing services; serves as a liaison with facilities, building services, IT, security, and other operational partners; maintains procedures for building access and guest services; and manages divisional equipment, parking, facility resources, space use, and shared assets. The role leads customer experience and operations staff, establishes service standards, monitors staffing and service performance, develops training and documentation, and works with other teams to resolve constituent issues. The position also manages the materials and operations budget, supports annual planning and budget development, oversees inventory and procurement, and provides divisional administrative support. This includes maintaining calendars, scheduling meetings and events, coordinating logistics and technology support, and supporting employee engagement and culture initiatives.

Requirements

Associate's degree or higher, or related work experience.
At least 5 years of progressive operational experience.
At least 2 years of supervisory experience.
Ability to manage a wide variety of distinct service functions, including supervision and expectation management.
Ability to collaborate with a wide variety of internal stakeholders, design efficient and effective processes, and manage multiple concurrent projects.
Experience documenting procedures, maintaining knowledge resources, coordinating administrative workflows, or supporting programs and events.
Experience in a complex, service-oriented organization or environment.

Responsibilities

Oversee daily operations for constituent-facing and staff-facing services.
Ensure a high-quality customer experience for visitors, alumni, donors, volunteers, and internal staff.
Serve as the primary liaison with WFAA Facilities, Building Services, IT, Security, the 650 Building and Grounds Manager, and other operational partners.
Develop and maintain operational procedures for building access, shared resources, and guest services.
Collaborate with the 650 Building and Grounds Manager on building-related communications to staff.
Manage divisional equipment, parking and facility resources, space use, and other shared assets.
Lead continuous improvement efforts to enhance operational efficiency and service delivery.
Supervise Customer Relations and Operations Specialists and part-time Visitor Engagement and Operations Associates.
Establish service standards and ensure timely, professional responses to constituent and staff inquiries.
Ensure adequate staffing coverage for front desk operations, visitor services, events, facilities support, and special projects.
Monitor workload distribution, staffing coverage, and service performance.
Develop and maintain operational training resources and service documentation.
Partner with teams across the organization to resolve constituent issues and identify service improvements.
Oversee constituent-facing services, reception functions, guest interactions, and visitor experience initiatives.
Manage the materials and operations budget and ensure compliance with organizational financial procedures and policies.
Support annual planning and budget development processes.
Manage supply inventory and establish tracking, inventory control, and replenishment processes.
Manage storage solutions and inventory documentation.
Coordinate procurement of event and operational materials.
Maintain divisional calendars and schedule division meetings and events.
Manage logistics, technology support, meeting schedules, and presentation coordination.
Partner with employee engagement committees and culture-focused groups to lead or support staff appreciation events, recognition programs, and team-building activities.