Events Operations Manager, Norris University Center

Department: Norris University Center Admin
Salary/Grade: EXS/5

Norris University Center, located at 1999 University Drive, offers spaces, services and guidance for student learning, community engagement and belonging. It is home to dining options, meeting rooms as well as a bookstore, box office, bank, art gallery and more. Learn more about Northwestern's Norris University Center here: https://www.northwestern.edu/norris/index.html

Job Summary:
Under the supervision of the Assistant Director of Facilities, this position is responsible for overseeing Center Managers, Center Desk Staff, and Event Operations Staff. This position exists to educate students, and enrich the Northwestern Experience, by providing excellent customer service and training. The Operations Manager ensures that the Norris Center is open for business, and that clients and guests are provided with the highest level of service. This position also provides room set-up and AV support and guidance for Norris owned and/or controlled spaces. The Operations Manager supervises approximately 10 student Center Managers, 20 Center Desk staff, and 30 Event Operations staff. The Operations Manager is an integral part of student development within the Norris Center. The Operations Manager fosters purposeful partnerships by building relationships, providing service to, and collaborating with all members of the Northwestern community. Event set-up, event management, building operations, and customer service are all key priorities of this position.

This position requires some schedule flexibility for occasional early morning, evening, and weekend work, and is one of multiple staff who will occasionally need to respond to after-hours calls/messages. The Operations Manager works a reasonably flexible schedule to ensure student employee, client, and facility needs are met.

Pay Range: The salary range for the Event Operations Manager position is $53,000 - $55,130 depending on experience, skills, and internal equity.

Principal Responsibilities:

• (55%) Selects, trains, evaluates, and manages student Center Managers, as well as Center Desk and Event Operations Supervisors; works with those supervisors to select, train, evaluate, and manage Center Desk and Event Operations student attendants. Supervises one Event Operations Coordinator. Approves and processes payroll records for all employees within area of responsibility. Assists with staff coverage throughout the building and ensures student staff tasks are assigned and being completed. Assists student staff around the building and remotely to troubleshoot issues as they arise. Prepares, reviews, and updates operating guidelines and staff training instruction manuals for all student employee areas. Trains student staff in the safe operation of equipment and general emergency procedures, with support from Assistant Director of Facilities.
• (20%) Maintains open lines of communication among Center Managers, Center Desk staff, Event Ops staff, and general Norris building staff, including contracted tenants, regarding upcoming events to ensure standard of operations and quality customer service are provided. Works with Event Operations Coordinator and student staff to ensure accurate event set ups, assisting with setting spaces as needed. Identifies and notifies appropriate staff regarding issues of concern detailed in shift reports. Attends weekly check-in meetings to understand upcoming event-related needs and report on building activities.
• (10%) Identify training methods to provide the highest level of customer service to all guests and clients of the Norris University Center. Provides regular ongoing training to student teams, as well as participates in administering annual all-staff trainings. Completes regular personal training and professional development to remain up-to-date on best practices and safety regulations. Updates staff on new policies and fosters ongoing development of technical skills including basic familiarity with A/V systems.
• (5%) Collaborates with Assistant Director for Facilities to ensure upkeep and maintenance of relevant Norris Center infrastructure and equipment. Conducts regular inventory on event equipment. Collaborates with Assistant Director of Event Planning and Production to discuss long-range planning needs for event spaces. Collaborates with Event Planning and Tech Services teams on a daily basis to understand daily event needs and happenings.
• (5%) Prepares, submits for approval, and monitors the annual appropriated budgets for Center Managers, Center Desk, and Event Ops. Prepare budget reports and assists with development of long-range budget plan for area.
• (5%) Participates in departmental or divisional initiatives as requested and as appropriate to the position. Leads Norris Center package receiving and sign out program. Perform other related duties as assigned.

Minimum Qualifications:

• Bachelor's Degree required.
• Proven management and training experience with student staff; including hiring, supervising, and motivating students.
• Demonstrated knowledge of program development in areas such as: customer service, advising, and group dynamics as necessary to perform the duties designated by this position.
• Interpersonal skills which facilitate successful relationships working with a wide variety of people.
• Verbal and written skills necessary to articulate and implement goals and action plans for staff and to interpret Norris Center policies and procedures to the University community.
• Strong collaboration skills

Minimum Competencies:

• Microsoft Office suite

Preferred Qualifications:

• Master's Degree; preference will be given to candidates with experience in a service area and higher education/college union/student activities setting
• Possess exceptional interpersonal communication skills, with experience in facilitating workshops, teaching and training
• Event Production in a fast-paced environment
• Demonstrated ability to manage competing priorities
• Valid driver's license
• Base-level knowledge of A/V systems
• Experience with event management and diagramming software
• Demonstrated experience in emergency preparedness training, and building operations management standards.

Working Conditions: Must be able to occasionally work long hours (up to 12), and flex hours on other days. Must be able to lift at least 50lbs. Must be able to work occasional nights and weekends.

Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth and Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.