Assistant Director of Auxiliary Services - SUA 2

The Assistant Director of Auxiliary Services reports to the Director of Auxiliary Administration and Systems within the Auxiliaries, Budget, and Project Management area.The incumbent works with constituents from across the University community/campuses to promote a service-oriented environment for cardholders through the coordination of auxiliary service technology operations via the following functions:The incumbent works with all administrative areas of the university and administrators of the various applications, which use the OneCard, to promote a coordinated and service-oriented environment for cardholders.Coordinates with all departments to determine needs, usage, equipment placement, and installation services.Monitors, controls, and assesses the overall operations of the OneCard system according program instructions and routines in all locations.Trains all workers operating the OneCard system, including card production and the operation of the card readers for all departments and users.Assigns and manages cardholder privileges including but not limited to meal plans, dine dollars, shop dollars, building access, fitness center access, and sport event access.Creates card designs layouts and corresponding links for card production.Responsible for the delivery of the PennWest OneCard and related service offerings.Coordinates PennWest OneCard production and distribution for students, employees, and specialty groups across the UniversityProcesses of online photo submissions for identification cardsAdministers student dining contracting process through Adirondack.Provides front line customer support; respond to inquiries from customers including answering general questions concerning OneCard and Auxiliary Services; assesses and resolves issues, informs them of services available or refers them to the appropriate offices when necessary.Supports meal plan software end-users, including troubleshooting hardware, software, and connectivity problems in conjunction with vendor support; to include conducting tests, performing minor repairs, and providing referrals to the appropriate service personnel for resolution when necessary.Provides first level troubleshooting and identification of system issues for auxiliary technology related inquiries and issues; provides information to the system administrator, information technology, and/or contracted vendor for follow up as needed; coordinates with repair personnel to resolve issues; logs and maintains files.Works collaboratively with staff employed by the contractors and the Student Affairs System Administrator on data input, updates, point of sale information, files, and reports.Program review and assessment:Compiles, prepares, and maintains departmental program reviews and outcomes assessment for auxiliary services; responsible for reviewing, monitoring, interpreting, analyzing, and comparing data to improve and control costs, increase services usage, identify user trends, and design market strategies.Monitors student service issues; ensures campus stakeholder input on key subjects are integrated into planning and assessment of outcomes.Develops goals and objectives to improve operations and increase effectiveness.Fiscal, compliance, and reconciliation:Ensures business and financial operations are performed in accordance with university policies, processes, and procedures, as well as federal and state laws; maintains departmental compliance with regulatory and accrediting agency standards, guidelines, and quality assurance standards.Reconciles various system accounts and services to ensure accuracy.Verifies, processes, issues purchase/payment requests, and maintains documentation for Auxiliary Service/OneCard related items and accounts.Maintains inventories for auxiliary services related supplies and equipment across the PennWest campuses.Assists with contract monitoring by reviewing activities, analyzing activities, assessing contract compliance, and providing financial reporting.Processes withdrawal workflows- monitors and adjusts meal plan related charges for students who change meal plans or separate from the University.Tracks incentive and commission payments for contracts, ensuring timely payment to the university for rent, account incentives, and revenues.Reconciles the meal plan board billing on a weekly basis for each campus; verifies the number of students participating in each meal plan and processing board billings for all PennWest campuses.Provides statistical reports, analysis, and information to members of the university community for planning purposes (past, current, and projected costs and earnings, past, current, and projected participants, etc.).Maintains up-to-date and innovative strategies for improvement and fiscal accountability, making appropriate recommendations and changes to enhance the services for our clients.Auxiliary Services:Assists with the administration of all auxiliary service operations.Monitors the service operations and enforces compliance to the specification with the applicable contract.Serves as a campus resource specialist for auxiliary services programs and primary point of student contact for dining concerns, ideas, or issues.Creates and conducts presentations to groups visiting campus (i.e., orientation, admissions, recruitment programs, etc.)Establish and monitor, in conjunction with the University Facilities Department, a schedule of maintenance, repair, and/or replacement for all equipment used in the auxiliary operations and make recommendations as needed for improvement.Assist with the coordination of auxiliary service area maintenance and housekeeping needs, in conjunction with the University Facilities Department. This includes the submission and follow-up of work orders, recommendations for facility enhancements, and serving as liaison to Facilities personnel.Supervise PennWest Pepsi Interns; oversee programming and budgetary needs.Assist with the writing, evaluating, and negotiation of Request for Proposal (RFP) for contracted services.Responsible for accurate dissemination of contracted service information to students and customers. This can entail notification of hours of operation, services available, and program details.Reviews, updates, and provides information for university publications containing material pertaining to auxiliary services (i.e., brochures, university catalog, student handbook, etc.)Coordinates marketing efforts for auxiliary services areas to educate students and consumers about the services being offered.Participates in divisional and university wide activities including but not limited to orientation, open houses, Family Day, Homecoming, and CommencementGeneral:Able to respond quickly to changing business needs and priorities and to balance strategic thinking with tactical implementation.Skills to work collaboratively and act persuasively in sensitive situations, competent in conflict management techniques.Strategic mindset with an ability to think through complex challenges, develop collaborative solutions and execute in ways that align with the organization's core values, with political savvy.Performs other duties as assigned.Manage non-routine, sometimes stressful situations. Must be willing and able to work a varied schedule, including, but not limited to, extended workday hours, nights, weekends, and holidays for emergent and time sensitive university needs. Will be required to access all areas of the facility and travel to all PennWest campuses when representing the University. Bend, reach, lift and carry materials in the set up and break down of a point of sale or other reader location. Withstand prolonged periods of standing, walking, bending, and stretching to perform job duties. Maintain physical stamina and proper mental attitude to deal effectively with guests, students, management, and other university employees while working under pressure and meeting deadlines. May be exposed to hot/cold temperatures when moving across campus.