Dartmouth College · 21 hours ago
Director of Customer Relations and Logistics.
Hanover, NH
Full-time
Onsite
Director/Executive
$118K/yr - $147K/yr
15+ years expDartmouth College is seeking a Director of Customer Relations and Logistics who will play a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management department. This leadership position is responsible for overseeing customer relations, logistics, data analytics, and operational strategy to support the efficient functioning of Facilities operations.
EducationHigher EducationUniversities
Responsibilities
Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting
Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M
Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders
Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information
Develop, review and update Service Level Agreements between FO&M and the campus departments
Develop and document processes/ procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability
Develop methodology for cataloging standard operating procedures
Review of Departmental performance against industry standards (peers)
Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process
Develop replacement, and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process
Develop means and methods to make information accessible to technicians performing service. For example, O&M manuals and associated drawings
Develop, and implement, an inventory process for parts and supplies to support the work being done. This needs to be coordinated with the asset inventory, preventative maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and after proposal is developed, manage the inventory operations
Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow
Functional expert on those systems supporting the workflow, asset collection and inventory functions
Effectively manage ~eight full-time staff within Work Process and FOM administration
Works closely with Campus Services Operations on technology, contracts, and financial reporting
Holds direct reports accountable for compliance with divisional, departmental and DEI policies
Demonstrates a commitment to inclusion, and cultural awareness through actions, interactions, and communications with others
Participates in division wide CEB initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect)
Collaborates, when appropriate, on other CEB -related initiatives within the division and College
Demonstrates professionalism and collegiality through actions, interactions, and communications with others appropriate to an environment that is welcoming to all
Performs other duties as assigned
Qualification
Required
Bachelors plus 6 or more years' experience or combination of education and experience
Bachelor's degree or the equivalent combination of education and experience
15+ years of relevant experience related to customer service, resource management and data analytics
Minimum of least 10 years of facilities management and supervisory experience
Proficiency with computerized maintenance management systems and standard business applications
Excellent communications and interpersonal skills with the ability to interact with diverse College constituencies
Valid driver's license and ability to qualify as a Dartmouth approved driver
Excellent organization, analytical, and time management skills
Knowledge of building construction and maintenance practices
Preferred
Comfortable making decisions in a fast-paced and complex environment
Demonstrated commitment to sustainability
Company
Dartmouth College
Dartmouth College is a member of the Ivy League and consistently ranks among the world's academic institutions.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$61.2MKey Investors
US Department of EnergyAllison MagnusonAlfred P. Sloan Foundation
2022-08-25Grant
2018-10-28Grant· $10M
2018-05-07Grant· $20M
Leadership Team
Eric R Fossum
John H Krehbiel Sr. Professor of Emerging Technologies, Thayer School of Engineering
Recent News
2026-01-09
2025-12-15
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