Service Center Manager - Student & Campus Life

Cornell University•Ithaca, NY

2d•Onsite

About The Position

Student & Campus Life (SCL) inspires transformation in all Cornell students on their journey of individual, academic and personal evolution. Our division is comprised of leading student affairs experts who support our campus on pressing student life matters including public service, health, wellbeing, connection and belonging, residential living, food services, sports, recreation, career services, and student activities and organizations including sorority and fraternity life. We provide support and services to roughly 25,000 undergraduate, graduate, and professional students on multiple campuses in the U.S. and abroad. Campus Life Enterprise Services (CLES) is the primary revenue-generating unit within Student and Campus Life, inclusive of Cornell Dining, Cornell Catering, Housing and Residential Life, Conference and Event Services, The Cornell Store(s), and a dedicated CLES Marketing and Communications team. CLES is a large campus-wide organization, with an annual budget of approximately $200 million and employs over 800 regular (union and non-union) staff members and over 800 contingent and student employees to successfully operate its broad-ranging business operations. As a part of the larger CLES unit, and reporting to the Executive Director of Conference and Event Services, the Conference and Event Services (CES) team supports the planning and execution of high-volume conferences and special on-campus events, ranging from small meetings to large university-wide events. This team is driven by a passion for attention to details, providing an excellent guest and user experience, and working collaboratively with a very broad range of university constituents to ensure operational coordination and delivery. Reporting to the Associate Director, the Service Center Manager provides overall leadership and responsibility of Cornell’s entire Service Center operation, which includes multiple distinct service center locations, currently 5 in total, all serving as hubs for mail/package services, key disbursements, and general inquiry from a range of constituency groups (students, faculty, staff, alumni, and other distinguished guests). With increased oversight, this role is responsible for the overall performance, service delivery, and success of each location through the effective management of a multi-dimensional team, including an assistant manager, multiple full-time staff, temporary staff, as well as a large team of student staff. The Service Center Manager will serve as the university representative for the Service Centers when collaborating on multiple cross-functional teams or engaging with divisional partners. Additionally, will look to regularly identify and implement effective solutions or guidance while enforcing compliance standards with federal, state, and university laws and policies that ultimately ensure positive user satisfaction and success of the operations. While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others. A successful Service Center Manager will: Exemplify a positive, energetic, and customer service mindset that helps to maintain strong and lasting relationships with colleagues, campus partners, and service providers. Display strong leadership and communicate effectively with a multi-layered team to inspire, motivate, and develop an engaged and dynamic team. Possess solid organizational, problem-solving, and prioritization skills in order to multitask, effectively delegate, and meet critical established goals and deadlines Regularly look to implement and improve operational efficiencies, user experience, and connection of services to strategic priorities. Utilize an extensive knowledge base, take appropriate initiative, and exercise excellent judgement, navigating challenging situations with tact and diplomacy.

Requirements

Bachelor’s degree plus at least 4 years of experience in Hospitality, Business Management, or relevant experience managing a front-facing customer service operation, including at least two years of proven experience leading an active multi-functional operation or an equivalent combination of education and experience.
Previous supervisory experience, including proven experience successfully hiring, training, and supervising professional, temporary, and student staff.
Proficiency with standard office computer applications (Microsoft Office, Internet, and Desktop Publishing software).
Demonstrated skill in understanding cultural differences.
This position must be available to work varied and extended hours including nights, weekends and some holidays, as needed.

Nice To Haves

Additional years’ experience working in a Higher Education environment, actively participating on cross-functional committees addressing strategic planning and departmental objectives, policies, standards, and procedures
Strong knowledge and report writing utilizing various systems, including Housing Software (StarRez), Financial Systems, and Microsoft Office Suite (Microsoft Word, Excel, PowerPoint, SharePoint, and some database experience).
Project Management experience or knowledge

Responsibilities

Provides overall leadership and responsibility of Cornell’s entire Service Center operation, which includes multiple distinct service center locations, currently 5 in total, all serving as hubs for mail/package services, key disbursements, and general inquiry from a range of constituency groups (students, faculty, staff, alumni, and other distinguished guests).
Responsible for the overall performance, service delivery, and success of each location through the effective management of a multi-dimensional team, including an assistant manager, multiple full-time staff, temporary staff, as well as a large team of student staff.
Serve as the university representative for the Service Centers when collaborating on multiple cross-functional teams or engaging with divisional partners.
Regularly identify and implement effective solutions or guidance while enforcing compliance standards with federal, state, and university laws and policies that ultimately ensure positive user satisfaction and success of the operations.
Foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.
Exemplify a positive, energetic, and customer service mindset that helps to maintain strong and lasting relationships with colleagues, campus partners, and service providers.
Display strong leadership and communicate effectively with a multi-layered team to inspire, motivate, and develop an engaged and dynamic team.
Possess solid organizational, problem-solving, and prioritization skills in order to multitask, effectively delegate, and meet critical established goals and deadlines.
Regularly look to implement and improve operational efficiencies, user experience, and connection of services to strategic priorities.
Utilize an extensive knowledge base, take appropriate initiative, and exercise excellent judgement, navigating challenging situations with tact and diplomacy.