Associate Director, Auxiliary Services (13692)


The position of Associate Director of Auxiliary Services is a full-time, continuing 12-month position. The position reports to the Senior Director, Dining and Auxiliary Services and is responsible for the full scope of functional Support Center operations, including financial management and reconciliation, data integrity and reporting of issuance of One Cards, replacement cards, contractors cards, meal plan changes, and EagleBucks, reliable operation of access control systems, customer-facing operations, office operations, and a variety of outreach and support efforts with schools, departments, admission for special events. This position additionally supports the Senior Director with duties related to Dining Services, as necessary.

Essential Functions

1. Office Operations

  • Supervises the Auxiliary Services Support Center and routinely anticipates needs, meeting a diverse array of community needs related to the One Card program, campus card access, meal plans, mail services, vending, and the campus store.
  • Manages employees to provide high-quality customer support via all channels.
  • Manages, promotes, and develops a culture of service and innovation, leading a practice that empowers customers, promotes inclusivity, and motivates staff.
  • Oversees the timely processing of electronically submitted ID photos.
  • Manages the Auxiliary Services Support Center's daily operations, including but not limited to developing security-related procedures such as office opening and closing routines, staff training programs, services, and coordinating access controls with university police.
  • Plans and oversees the office's work, accounting for regular cycles, routinely meeting deadlines and ensuring completed projects on time.
  • Develops, tracks, and reports Key Performance Indicators (KPI's) for the office, regularly assessing and providing insight on service delivery.

2. Business Operations

  • Through diverse channels and media, Promotes information about Auxiliary Support Services Card Operations, Customer Services Systems such as Service Now Appointment System, Knowledge Base Documents for all Auxiliary Services.
  • Manages the inventory of card supplies, ribbons for card printers, and all other necessary card accessories.
  • Manages and ensures timely financial billing, reporting, and submission of required reports associated with meal plans, EagleBucks, replacement, and temporary cards.
  • Oversees charge processing of credit card and store value accounts for replacement cards. · Interacts with a variety of external and internal service providers.
  • Coordinates Special Projects at the request of the Senior Director, Dining and Auxiliary Services. · Serves as leader and participant on a variety of university and department committees.

Essential Functions Continued

3. System Operations

  • Leads the continuous smooth function of operating systems and applications on Card Production, Salto, and CCure systems.
  • Plans and executes systems upgrades, expansions, and other major infrastructure improvement projects, collaborating with the Senior Director, Dining and Auxiliary Services, Associate Director of Auxiliary Services Technology, and colleagues in other areas.
  • Maintains an understanding of data integrations between multiple Auxiliary Services Support Center systems, ensuring unity among and between systems and processes.
  • Maintains the configures and maintains ID card printing equipment.
  • Monitors all card systems infrastructure for service problems, remediating issues as quickly as possible, resolving the root cause to avoid problems recurring while ensuring transparency in communication.

Position Type/Expected Hours of Work
  • Full-time position (35 hours per week)
  • Sr. Coordinator/Analyst A
  • Exempt
  • Some occasional non-traditional, night/or weekend hours may be required during peak operational periods or hardware/software upgrades or outages at specific and unplanned times of the year.

Required Education and Experience
  • Bachelor's degree or equivalent
  • 4-6 years of relevant experience

Preferred Education and Experience
  • Master's degree or equivalent
  • 3-5 years of relevant experience

Additional Eligibility Qualifications
  • Demonstrated success in working individually and as a team member, promoting collaborative working relationships, and fostering excellent performance.
  • Demonstrated commitment to working with an ethnically and culturally diverse community of faculty, staff, and students in an environment with a strong commitment to diversity, equity, and inclusion.
  • Hiring offers for this position are contingent on successful completion of a background check.

  • Click here to learn about American University's unique benefit options

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Contact Us:

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American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

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