Reporting to the Vice President for Administration and Finance, the Director leads the operations of the College's auxiliary services departments with the objective of delivering a superior customer experience. Auxiliary services include dining, bookstore, conference services and events, post office, licensing, copy center and OneCard and related services. The customer is the College community of students, faculty, staff and visitors. The Director will design and deliver services that create a vibrant campus experience and a strong sense of community through the services provided and the way they are delivered, all in support of the College's mission of education and formation in the Jesuit liberal arts tradition. The Director will pursue customer-focused integration of services, both within Auxiliary Services and elsewhere within the College.
Collaboration partners include campus services such as Legal Counsel (for contracts negotiation and management, trademarks & licensing), Human Resources (for workforce management), Finance (for budget development and management), Facilities (for site management, waste disposal, etc.) and Public Safety. "Student experience" partners such as Student Affairs, Athletics, and Campus Ministry. Other large consumers of services include Advancement and Alumni Relations, Admissions and the Board of Trustees.
The Director also provides responsible financial oversight and manages all supporting operational policies, procedures, and processes with the goal of continuous improvement aimed at enhancing the overall customer experience and creating efficiencies and eliminating bottlenecks.
Major Areas of Responsibility
Provide visionary, strategic, innovative, flexible, and change-oriented leadership for the departments (including Dining, Bookstore, Conference Services and Events, and Post Office), students, faculty, administrators and staff with the various business operations.
Assure a positive organizational culture, empowerment with accountability, personal and professional growth, and congruence with College and Division values and expectations.
Evaluate programs, services, facilities, and staffing using data, best practices, and institutional expectations to make adjustments as needed. Work cooperatively with other colleagues to share best practices and resources related to auxiliary service management, staff training and development, programming and services and other areas where synergy and efficiency is possible.
Develop relationships and networks with academic, administrative, and community partners to meet mutual objectives, increase organizational visibility, and help staff achieve goals
Directs the strategies used to effectively promote and market conferences and event management opportunities in alignment with The College of the Holy Cross mission. Ensure that the communications, sales and services provided build and maintain applicable social media presence, delivering compelling communications to inform, motivate, and help connect the College community to the services.
Oversee the administration of all aspects of event management and deliver a one-stop-shop event management process and systems for all internal and external events. Analyze event performance and prepare metrics of results.
Manage and oversee contracts for the residence hall laundry services, E&R laundry services, snack vending, beverage vending, beverage sponsorship, ZipCar and other contracts for goods and services utilized by Auxiliary Services.
Develop policies and strategic planning for operations and budget oversight for the Auxiliary Services departments. Assist in compiling the departmental operational budgets. Prepare annual reports, progress reports and other financial statements necessary for monitoring the budget including benchmarking to peers.
In partnership with key constituents, take responsibility for financial operations; construct, monitor, and adjust budgets; develop long-range renovation and equipment replacement plans; determine financial operating models and other strategies to ensure long term stability of the department; identify new sources of revenue and cost efficiencies for short and long term success.
In partnership with Athletics and Communications, assure the management of branding and image efforts are congruent with College mission and standards, responsive to the campus marketplace, and supportive of business plans.
Via supervision of Conference Services and Events and Dining Services, take responsibility for assuring high quality sales, service, facilities, and food for events and functions in College facilities. Ensure the appropriate utilization of campus facilities and continue to identity opportunities to generate additional revenue.
Ensures Conference Services and Events builds and maintains a client list of external customers to capitalize on revenue enhancement opportunities through sustaining repeat conference business and by developing new client relationships.
Develops and maintains data-driven systems and reporting to analyze pricing, potential profit or loss activities, and opportunities of the operations.
Manage the Conference Services and Events functions that owns the College's scheduling software operation in conjunction with ITS to ensure proper functionality, oversee the application training of College employees on use of scheduling software. Update policies and procedures related to software use when appropriate.
Working in partnership with the Chief Risk Management/Compliance Officer, continually assess, design, and implement safety and risk management efforts with Directors for department programs, services, and facilities: ensure security and safety of participants, exercise appropriate procedures for crises response in cooperation with campus emergency preparedness planning, ensure compliance with all relevant policies, procedures, standards, and laws and conduct regular reviews to align organization with compliance obligations. Serve as manager of the primary compliance manager for the liquor license held by the College to assure strict legal compliance and risk mitigation.
Conceive, develop, and implement innovative and creative solutions leading to continuously improved services. Provide a means for frequent and on-going feedback to the department on the effectiveness of services offered and of interaction with the public served. Utilize data and feedback to drive change and sustain standard practices while evolving the culture, policy and procedures of the College.
Recruit, hire, train and manage direct reports. Complete appropriate performance management program to ensure goals, objectives and expectations are communicated and completed in alignment with the overall College mission as well as with division and department goals.
Keep current with new technologies in a rapidly changing environment. Demonstrate aptitude by quickly adapting to new technology and easily acquiring new technical skills
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies.
Perform special projects and other duties as assigned.
A master of Business Administration preferred, Bachelors required. Must be an expert in supply chain management and an expert in meeting customer expectations to accomplish customer satisfaction. A minimum of 10 years progressive experience in managing auxiliary operations. At least 5 years of supervisory experience in one of the auxiliary departments. Working operational knowledge of the functional areas within area and how each interfaces with other areas of the community. The ability to negotiate and manage contracts with outside vendors and experience and/or knowledge of managing retail operations. As well as the ability to establish and maintain appropriate network of professional contacts. Experience with and skills appropriate to working with senior level staff. Prior experience in marketing and promotion of conference, event, or related services is required. Sound understanding of the values and philosophy of auxiliary enterprises in a higher educational setting and a passion for quality service delivery.
ABOUT COLLEGE OF THE HOLY CROSS:
Founded in 1843 in Worcester, Massachusetts, the College of the Holy Cross is among the nation's leading liberal arts institutions. A highly selective, four-year, exclusively undergraduate college of 2,900 students, Holy Cross is renowned for offering a rigorous, personalized education in the Jesuit, Catholic tradition.
Holy Cross highly values the unique ski...lls, perspective, talents and passion that each employee contributes to its learning community. To work at The College is to accept an invitation to participate in the growth and development of all campus members--students, faculty and staff. The College's commitment to diversity is an important feature of the Holy Cross education. Informed by the presence of diverse interpretations of the human experience, Holy Cross is building a community marked by freedom, mutual respect, and civility. We seek others who support our values of diversity and inclusiveness. Job candidates of all diverse backgrounds who embrace the open and inclusive culture of Holy Cross are welcome and encouraged to apply.