Staff Experience Manager

Loyola Marymount University•New York, NY

10d

About The Position

The LMU Information Technology Services team enables technologically-rich learning environments, provides effective teaching and scholarship resources and maintains reliable, accessible, and integrated information systems. This work is grounded in and supports the University’ mission: The encouragement of learning The education of the whole person The service of faith and the promotion of justice Under the direct supervision of the Director of Enterprise Applications Solutions, the Staff Experience Manager provides leadership and strategic direction for the staff digital experience, ensuring that administrative and operational systems, such as Workday, Adaptive Planning, and related platforms, deliver efficient, cohesive, and user-centered experiences. This role oversees the lifecycle of technology services that enable staff success, including process optimization, vendor management, system consolidation, and continuous improvement. The Staff Experience Manager leads, develops, and holds accountable a cross-functional team of Product Strategists and Application Support Analysts. They partner with Human Resources, Finance, Payroll, and other administrative offices to align systems, processes, and outcomes with institutional goals. The incumbent also plays a key role in university committees, contributing to governance alignment, digital transformation, and the continuous improvement of ITS operations and service delivery. Lead Staff Experience Solutions: Deliver end-to-end technology and service solutions that strengthen staff productivity, satisfaction, and operational effectiveness. Strengthen Cross-Functional Delivery: Partner with Application Development Services, Data Services, and the PMO to deliver seamless, integrated solutions for staff-facing services. Drive Staff Experience Strategy: Develop and execute a comprehensive staff experience roadmap that aligns technology, processes, and user experience improvements. Champion Inclusive & Accessible Services: Promote accessibility, inclusion, and continuous improvement to uphold high standards of staff experience and service. Represent Staff Experience in Governance: Serve as the ITS and Staff Experience representative on committees, governance groups, and institutional task forces. Develop High-Performing Teams: Coach and develop Product Strategists and Application Support Analysts to build capability, improve performance, and support professional growth. Conduct Performance Evaluations: Complete regular and structured performance appraisals that provide clear, actionable feedback to support employee development and accountability. Implement Performance Management Practices: Establish and execute performance standards and metrics to ensure service quality, responsiveness, and alignment with institutional goals. Streamline Staff Processes: Partner with HR, Finance, and administrative offices to reduce manual work, increase automation, and enhance business process efficiency. Oversee System Discovery & Documentation: Lead proactive discovery and documentation of administrative systems to improve visibility, governance, and operational alignment. Lead System Consolidation & Cost Optimization: Identify system redundancies and drive consolidation strategies that reduce costs and improve operational efficiency. Enhance ITS Operations & Collaboration: Work with ITS leadership to improve internal processes, strengthen operational coordination, and elevate service delivery. Leverage Analytics for Improvement: Use analytics to monitor processes, expand automation, and support data-driven decision-making across staff operations. Deliver Projects with Appropriate Methodologies: Lead Agile and Waterfall projects, selecting the most effective approach to ensure successful planning, delivery, and communication. Advance Change Management & Training: Lead change management and training strategies that build staff confidence, increase adoption, and promote successful transitions. Manage Vendor Performance & Compliance: Oversee vendor relationships and contracts to ensure SLA adherence, performance quality, and alignment with university policies. Support Procurement & Risk Alignment: Collaborate with Procurement and Risk Management on negotiations, renewals, and compliance evaluations to protect institutional interests. Promote a Culture of Service: Adhere to LMU’s service standards of Communication, Accountability, and Professionalism. Perform other related duties. Loyola Marymount University Expectations Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service.

Requirements

Demonstrated success in leadership, including coaching, developing, and managing staff performance.
Two years of leadership experience including coaching and performance management.
Seven years of experience in enterprise applications, administrative systems, or digital service management.
Comprehensive understanding of staff lifecycle and administrative systems (e.g., Workday HCM/Finance, Adaptive Planning, ServiceNow, or other enterprise administrative platforms).
Demonstrated success in developing staff experience strategies that improve satisfaction, adoption, and service quality across administrative functions.
Demonstrated ability to collaborate with HR, Finance, and other administrative units to improve processes, streamline operations, and enhance service delivery.
Knowledge of governance, portfolio management, and change control best practices.
Proven experience managing vendor contracts and evaluating SLA compliance.
Analytical mindset with ability to interpret data and translate it into actionable strategy.
Strong command of both Agile and Waterfall methodologies.
Excellent communication, facilitation, and relationship management skills across technical and functional areas.
Typically, a Bachelor’s degree in Information Systems, Business Administration, or related field (Master’s preferred).
Incumbent will be expected to continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation, policy and technology changes.
Commitment to inclusion, accessibility, and continuous improvement.

Nice To Haves

Experience implementing or optimizing major administrative systems such as Workday HCM/Finance, Adaptive Planning, ServiceNow, or related platforms.
Expertise in business process optimization and administrative service delivery improvement.
Experience negotiating contracts or managing vendor partnerships within a higher education or complex organizational environment.
Expertise in data-driven decision-making, including analytics, service metrics, and dashboards to drive operational or experience improvements.
Advanced certification or training in service management, such as ITIL, HDI, Prosci/ADKAR, Agile/Scrum, or Lean Six Sigma.
Familiarity with AI, automation, and cloud technologies (e.g., AWS) to enhance staff experience and operational efficiency.

Responsibilities

Deliver end-to-end technology and service solutions that strengthen staff productivity, satisfaction, and operational effectiveness.
Partner with Application Development Services, Data Services, and the PMO to deliver seamless, integrated solutions for staff-facing services.
Develop and execute a comprehensive staff experience roadmap that aligns technology, processes, and user experience improvements.
Promote accessibility, inclusion, and continuous improvement to uphold high standards of staff experience and service.
Serve as the ITS and Staff Experience representative on committees, governance groups, and institutional task forces.
Coach and develop Product Strategists and Application Support Analysts to build capability, improve performance, and support professional growth.
Complete regular and structured performance appraisals that provide clear, actionable feedback to support employee development and accountability.
Establish and execute performance standards and metrics to ensure service quality, responsiveness, and alignment with institutional goals.
Partner with HR, Finance, and administrative offices to reduce manual work, increase automation, and enhance business process efficiency.
Lead proactive discovery and documentation of administrative systems to improve visibility, governance, and operational alignment.
Identify system redundancies and drive consolidation strategies that reduce costs and improve operational efficiency.
Work with ITS leadership to improve internal processes, strengthen operational coordination, and elevate service delivery.
Use analytics to monitor processes, expand automation, and support data-driven decision-making across staff operations.
Lead Agile and Waterfall projects, selecting the most effective approach to ensure successful planning, delivery, and communication.
Lead change management and training strategies that build staff confidence, increase adoption, and promote successful transitions.
Oversee vendor relationships and contracts to ensure SLA adherence, performance quality, and alignment with university policies.
Collaborate with Procurement and Risk Management on negotiations, renewals, and compliance evaluations to protect institutional interests.
Adhere to LMU’s service standards of Communication, Accountability, and Professionalism.
Perform other related duties.