Manager, SALES & Administration

Manager of Sales & Administration

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

Sales & Administration is the customer service unit of Transportation Services Division (TS) within the UW Facilities Operations group. Sales & Administration operates a technology-driven customer service center that administers vehicle and bicycle parking permits, processes customer inquiries regarding U-PASS and the full range of transportation options, and serves as a conduit between the entire UW community and TS management. Customer communications occur via email, telephone, in-person visits, and software applications. Transportation Services manages a variety of programs and facilities, including the renowned U-PASS program, that assist UW Seattle's more than 41,000 students and 26,000 employees in smoothly and sustainably traveling to, from, and around the Seattle main campus. The department also has responsibility for transportation programs for UW facilities such as Seattle medical institutions, UW Bothell, and UW Tacoma.

The Operations group includes TS, Maintenance & Construction, Campus Energy, Utilities & Operations, Building Services, and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group.

We have an outstanding opportunity for a Manager of Sales & Administration. Reporting to the Assistant Director of TS, the Manager is responsible for the supervision, strategy, planning, stewardship, and management of the Sales & Administration team. This role has significant authority in establishing workgroup procedures and tactics to ensure that activities are consistent with organizational strategy, departmental/institutional policy, and applicable laws and regulations. This includes development, implementation and maintenance of procedures to ensure operational excellence, thereby creating and sustaining a positive first and last impression with UW customers, constituents and the entire campus community.

The Manager is responsible for creating positive trusting relationships between the UW and a broad range of customers including students, faculty, staff, and visitors while providing excellent quality customer service. The Manager partners with the TS Leadership Group to deliver excellent services collaboratively and to resolve operational issues that emerge among workgroups.

Primary Duties and Responsibilities

Service (25%)

• Engage customers and business partners with excellent service and use process improvement tools to lead customer and staff-driven continuous improvement
• Provide customer and staff support regarding escalated issues to achieve a satisfactory resolution of customer concerns
• Represent the program to business partners and other internal and external stakeholders
• Devise and conduct customer relations activities for S&A in accordance with TS and UW Facilities customer service practices and initiatives
• Monitor program performance and ensure quality is maintained
• Ensure that proper business procedures and standard operating practices are followed
• Develop and maintain familiarity with business system functions, structures, capabilities, and limitations and participate in configuration and specification of enhancements
• Work collaboratively with other leaders of TS to ensure seamless and transparent delivery of services
• Develop and foster strong working relationships to optimize coordination and delivery of services to internal and external customers
• Maintain an understanding of call center/customer center statistical analysis and reporting

Personnel (25%)

• Direct supervisory responsibility for approximately three Program Coordinators, seven Program Assistants, one Assistant Manager, and one Program Operations Specialist, in addition to any Student Assistants
• Conduct effective hiring, staff development, work allocation, performance management, and disciplinary activities
• Ensure effective and efficient staff schedules
• Serve as the effective and respected leader of a diverse team

Project Management (15%)

• Manage one or more significant projects at any given time, including projects of departmental or institutional significance in addition to workgroup initiatives
• Set goals, establish timelines, manage resources, establish roles and allocate work, monitor/measure progress, take remedial action or celebrate project/team successes as appropriate

Technology (15%)

• Coordinate deployment of workgroup or program specific technology with TS Business Systems including development and administration of business processes
• Employ technology in optimizing performance metrics and tracking of email, telephone, in-person, and other customer communications
• Maintain expertise in business system functions, structures, capabilities, and limitations
• Make process improvements within software and technology systems; contribute to configuration of back office and customer facing functions
• Partner with all Transportation Services workgroups to streamline communication pathways and develop collaborative information sharing systems

Organizational Leadership (5%)

• Participate with other TS Managers as a member of the TS Leadership Team, ensuring that strategy and operations are coordinated among the departments varied and interdependent programmatic areas
• Translate and articulate the organizational strategy to staff in assigned programmatic areas and monitor implementation of strategy through Annual Team Plans
• Articulate a vision for assigned programmatic areas that challenges and inspires program staff

Budget/Financial (5%)

• Develop and monitor Sales & Administration program budgets and multiyear financial plans including both program revenues and expenses
• Forecast market changes affecting program performance and ensure incorporation into organizational financial plans
• Ensure that resources deployed are consistent with organizational goals
• Develop and manage implementation of procedures to ensure transactional accuracy
• Monitor programmatic return on resource investment and take actions required to ensure desired results

Professional Development (5%)

• Stay informed of industry trends and practices
• Lead and facilitate innovative practices at the University of Washington
• Represent the organization to industry peers and partners
• May require overnight and/or out of state travel
• Ensure presence of and participation in position-appropriate professional development programs and activities for/by staff in assigned program areas

Compliance (5%)

• Ensure organizational compliance with applicable laws and regulations
• Interpret requirements; develop, document, and implement procedures; conduct or oversee analysis and reporting; implement or make recommendations for remediation or correction
• Perform other duties as assigned

Core Competencies

• Demonstrate personal integrity and trustworthiness.
• Manage stressful situations and changing priorities effectively
• Anticipate, recognize and resolve problems
• Be responsible and accountable
• Use organizational skills and provide attention to details
• Maintain a positive, optimistic, and success-oriented attitude
• Exercise professionalism, which includes being tactful and courteous
• Exhibit a professional work ethic
• Continuously promote a safe work environment

Education & Experience Required

• A Bachelor's degree and five years of relevant management experience, including development of standard operating procedures, managing teams in a customer-facing environment, demonstrated ability to manage workplace performance, and supervision/personnel management
• Demonstrated excellent interpersonal, oral, and written communication skills; ability to work successfully with people at all levels throughout the organization and with a wide range of constituencies
• Ability to maintain and model composure in a fast-paced, dynamic customer service driven environment
• Excellent organizational skills; ability to work independently and successfully coordinate multiple tasks within project priorities; demonstrated flexibility to meet changing/unpredictable needs
• Excellent problem-solving skills; ability to analyze complex information, and to define and solve problems; ability to function effectively within a complex regulatory environment; ability to develop and interpret policies and procedures
• Demonstrated proficiency with standard productivity software include Microsoft Office Suite or equivalent
• Demonstrated skills managing a diverse team and providing exceptional customer service to a broad customer base using diversity, equity, and inclusion practices and principles

Desired

• Minimum of two years of supervisory/work unit lead experience
• Experience working in the public or higher education sectors; experience in the parking and/or transportation industries; experience in specific areas of programmatic oversight
• Experience working cooperatively with unionized staff members and union representatives
• Experience successfully leading team members within a Lean process improvement environment
• Experience with University business systems; experience with industry or program specific business systems
• Ability to communicate in one or more languages in addition to English