Operations Manager, Education and Academic Experience Division

College of the Holy Cross•Worcester, MA

About The Position

The Operations Manager for the Education and Academic Experience Division reports to the Dean and oversees the team providing administrative support to the J. D. Power Center, Advising and Student Learning Resources, Study Abroad, Class Deans, Ciocca Center, International Students’ Office, and Graduate and Professional Studies Office. The manager serves as a liaison between these offices and the administrative team, supporting effective communication, reliable workflows, and high-level service for a diverse range of programs. The position also directly manages operations in the Class Deans’ Office. The role develops and standardizes administrative processes, improves business efficiency, documents procedures, and builds team capability through training and professional development. It also involves annual operational planning, change management, effective use of administrative technology, and exploring appropriate uses of artificial intelligence to improve business processes.

Requirements

Bachelor’s degree in business, management, higher education management, or a related field.
3–5 years of management experience in a higher education setting.
Fluency in Microsoft Office, Google Suite, and other technology enablers.
Ability to work in a fast-paced, complex environment.

Nice To Haves

Master’s degree preferred.
Experience with Workday and artificial intelligence is a plus.

Responsibilities

Facilitate effective communication between program offices and the administrative team.
Oversee regular touchpoints to support effective workflows and ensure administrative tasks are completed to a high standard and by deadlines.
Analyze each office’s business processes and develop common operating procedures, forms, and processes for the administrative team.
Reengineer business processes to increase value, effectiveness, and efficiency.
Document standard operating procedures, develop training protocols, and build redundant skill sets to support an agile team.
Ensure staff have professional development opportunities focused on continuous improvement of business processes.
Develop an annual operating plan with milestones and deliverables for administrative activities, managing peaks, troughs, and throughput.
Build a seamless relationship between the administrative team and managers to ensure needs are met in a timely fashion.
Standardize business processes where possible and implement best practices across the unit.
Facilitate change management for directors and the administrative team.
Ensure the administrative team is well versed in Workday and other administrative systems needed to support business processes.
Seek appropriate opportunities to use artificial intelligence to improve business process effectiveness and efficiency.
Directly manage operations in the Class Deans’ Office.