Assistant Director Operations and Customer Engagement

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Job Posting Title:

Assistant Director Operations and Customer Engagement

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM FA - FPO - Facility Services Operations (Gerald Sansoni Jr. (00058890))

   

Work Location:

0117 Facility Srvcs Central Shop

   

Pay Grade:

Professional

   

Job Description:

FPO maintains 14 million square feet of building space and 1300 acres of grounds at the A&M campus and supports 7 sister campuses. The Assistant Director of Operations plays a pivotal role in managing and enhancing the operational and customer engagement functions within Facility Services. This position is responsible for overseeing the Customer Service Center, campus building coordination, operational data analysis, and vehicle maintenance management. By optimizing processes, supervising staff, and fostering strong relationships with internal and external stakeholders, the role ensures the delivery of high-quality services across the campus. Key responsibilities include work order system accuracy, strategic planning, policy development support, and emergency response coordination.

Job Responsibilities

Leads the Customer Service Center (25%) - Oversight of operations, budget, & strategic planning, supervisory duties for 7 full time staff and student workers to include training, task assignment, performance evaluation, & discipline. Prepares unit performance and resource needs reports for management. Collaborates with Business Office to resolve work order and billing issues. Optimizes operations/financial interface for work order system to provide consistent, high quality customer experience. Liaison for quality assurance with customers.  

Campus Building Coordinators (20%) - Coordinates between Facility Services leadership and building coordinators to ensure seamless communication and collaboration regarding work requests. Works with the Quality Control Assistant Director to address concerns, align priorities, and ensure the delivery of high-quality services to the LSU campus community. 

Operational Data Collection/Policy Development & Review (15%) - Provides facilities operational data for annual Gordian and APPA reports utilized to increase operational efficiencies and benchmark against peers. Collaborates with organizational management in the development and reporting of key performance indicators (KPI). Uses data to monitor compliance with service level agreements. Supports the collection of campus asset data.

Reporting and Performance Auditing (15%) - Works with the Operations staff to review and make corrections to work order reports, and have accurate monthly financial closeouts. Oversight of customer satisfaction and work order analytics. Establish and review operational KPI's for work order progress. Reviews, edits and develops Facility Services Operating Instruction, reviews all facility-related Policy Statements and Permanent Memorandums, as requested. 

Management of Auto Shop Unit (15%) - Includes oversight of operations, budget, strategic planning and supervision of two full time staff members and one student worker. Ensures that all mobile equipment, vehicles, trucks, backhoes and other equipment used by Facility Services is properly maintained and inspected. Maintains a comprehensive listing of all vehicles and mobile equipment assigned to Facility Services, rates their condition, ensures that all required licensing, inspections, and letters of insurance and other required documents are current and with each vehicle. Assists Facility & Property Oversight Departments with acquiring replacement vehicles. 

Emergency Management (10%) - Assists the Facility Services Property Claims process by filing claims with the Office of Risk Management and communicating to all involved stakeholders. Serves as a Facility Representative for the campus Emergency Operations Center during activations. Conducts annual reviews of Facility Services emergency response policies, edits existing and drafts additional procedures as necessary. Other duties as assigned.

Additional Information

• This position requires a valid driver's license, will require an MVR, and is subject to drug screens per PM-33/PS-67/FASOP HR-04.

• This position is classified as a safety and security-sensitive posit