Manager Operations and User Experience

JOB PURPOSE: Provide management and coordination of Schwab Learning Center's administrative and operations-related functions under minimal supervision. CORE DUTIES : Lead SLC community outreach via face-to-face presentations, website, social media, and print materials. Contribute to communication plan and change management elements. Serve as a subject matter expert in learning disabilities and ADHD, as well as Universal Design for Learning to other departments. Manage development and implementation of marketing strategy (print and digital) for the SLC, including how to engage clients and fundamentally impact their relationship with the SLC. Manage development and implementation of user experience strategy, including how to measure client satisfaction and process improvement. Oversee editorial strategy and voice of the content of print and digital communications (brochures, website, social media, newsletters, etc.). Evaluate business plans and processes for operational and/or financial effectiveness. Identify, analyze and resolve complex issues and provide alternative solutions as necessary which may include changes to programs, internal policies, guidelines and procedures. May lead process improvement projects and influence leadership on specific recommendations for current operations and future development. Publish quarterly and annual status reports, including interfacing with SLC Director on analysis and content experts within the SLC for data gathering, goal status, dashboard maintenance, and development of the narrative. Manage relationship with Chabot vendor, implement system updates and update website to reflect trends in client inquiries. Interpret, implement and ensure compliance with university administrative policies and procedures. Review and analyze trends to advise and develop recommendations to achieve or modify the goals of the program or function. Monitor digital (e.g. web, social media, surveys) analytics to derive trends and insights on clients' engagement, needs and process improvement. Analyze needs and make recommendations to leadership for changes in staffing, facilities, health and safety compliance, finance, technology and/or administrative functions. Run SLC's quarterly client feedback survey from start to finish, including data gathering, data analysis, strategic insights, recommendations for process improvement and summary reporting. Represent the program or function within the department, unit or school by committing resources and provide information and/or training. Represent the program or function at the university level and/or to external/internal stakeholders and constituencies. Attend university events such as New Student Orientation and New Graduate Office events to inform students, parents and staff of the services available at the Schwab Learning Center. Represent the center at student functions and Student Affairsevents. Provide advice to parents and incoming students on a range of issues related to learning disabilities to assist them in making appropriate choices and decisions about their academic support. Develop and implement quarterly speaker series to educate students, faculty/TA's, staff, parent/guardians on the gifts and talents of neuro-diverse learners. Partner with internal stakeholders, such as program teams, service teams, IT, campus partners to achieve marketing, user experience and outreach goals. May direct and/or supervise staff. In the absence of the Director, manage people, processes, and programs in support of the marketing and communications strategy and the overall vision of the Schwab Learning Center. In the absence of the Director, manage staff in the day-to-day operations for functional area(s) of responsibility. Responsible for hiring and retaining staff, career coaching, personal development for direct reports and accountable for the performance of employees. Ensure work completion within schedule and constraints. May independently or in collaboration with human resources manager, guide supervisors in the interpretation and implementation of human resources policies, procedures and programs.   - Other duties may also be assigned   MINIMUM REQUIREMENTS:   Education & Experience: Bachelor's degree and five years of relevant experience in administrative and financial management, or combination of education and relevant experience.   Preferred: MBA or MA preferred. Experience in outreach and extensive project management with multiple campus offices. Familiarity with learning disabilities.   Knowledge, Skills and Abilities: Demonstrated ability to establish priorities, manage shifting priorities, and handle numerous time-sensitive projects with multiple deadlines. Ability to accomplish goals working through formal and informal channels, with diplomacy and tactfulness. Demonstrated creativity, problem solving, critical analysis, initiative, judgment and, decision-making skills. Demonstrated ability to develop and meet budget goals. Demonstrated solid planning and organizational skills. Demonstrated experience working independently and as part of a team. Excellent interpersonal, written and oral communication skills. Strong relevant subject matter knowledge. Ability to direct the work of others, for jobs requiring supervision. 81342
Salary Range: NA
Minimum Qualification
5 - 7 years

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