Associate Director, Business Operations

· Leads cross-functional coordination across the portfolio aligning enrollment and admissions patterns with service planning. · Applies sound judgment and problem-solving in complex decision-making.

2 Sentiment Analysis and Feedback Management · Sustains a guest satisfaction rating of 75% or above across all business operations units, with measurable year-over-year improvement driven by data-informed action. · Collaborates with cross-functional teams, including service partner leads and campus stakeholders to ensure timely and thoughtful responses to guest feedback and service inquiries. · Accountable for quarterly benchmarks for guest satisfaction scores and presenting findings with actionable, data-informed recommendations. 10%

3 Cross-Divisional Engagement & Campus Partnerships Leads cross-divisional engagement efforts to strengthen the division’s role as a collaborative campus partner. Builds and maintains relationships with key university stakeholders including The Dean’s Office, Student Affairs, Planning Real Estate and Facilities, Academic Departments, Residential Life, Campus Events and Public Safety. · Represent Business Operations in university-wide planning initiatives, committees, and sustainability efforts. · Identify opportunities to integrate Business Operations into broader campus programming, events, and student success initiatives. · Serve as a Division ambassador at university events, orientations, and community engagement functions. 10%

4 Administrative: Leads administrative operations across the portfolio, including purchasing and procurement of goods and services, data analysis, revenue and expense tracking, and maintenance of standard operating procedures. · Leverages technology and data to identify efficiencies and modernize business unit operations. · Communicates operational status and insights to the Director; partners with Finance, HR, and divisional stakeholders to ensure adherence to University policies and industry best practices. · Manages project calendars, deadlines, and deliverables with accountability for outcomes. 10%

5 Policy & Compliance: Conducts annual policy review, proposes updates, implements and upholds policies specific to the division. · Proactively reviews operational practices for relevance, consistency, and alignment with institutional standards. 10%

· Ensures compliance through internal audits, reporting functions, and engagement with University partners including Finance and HR.

6 Financial Stewardship: Owns budget management for the Mail/Copy Center and contributes to annual revenue and expense forecasting, budget development, and ongoing financial management across the broader business operations portfolio in partnership with the Director. · Organizes and analyzes productivity and budgets against OKRs, tracking variance and surfacing budget variances with actionable recommendations. Exercises fiscal stewardship by leading contract management activities and identifying creative approaches to improving operational efficiencies and cost controls. 10%