Director - Engagement

Director - Engagement & Organizational Excellence

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

JOB SUMMARY

The Director of Engagement and Organizational Excellence (E&OE) will develop and implement the short/medium/long-term engagement and customer experience vision for the Business Services department. Oversight includes planning/developing/implementing of annual marketing plan to measure and increase customer engagement/sentiment, deliver (via a series of outsourced partners) a cohesive internal/external brand message, and partners with department peers in aligning the offerings of services in delivering high quality, customer/student centric outcomes. These outcomes will create an inclusive campus environment for students, staff, administrators, faculty and guests while promoting excellence with each experience. Reporting to the Associate Vice President, this leader will be a key thought partner in coordinating at the strategic and tactical levels with other key partners of the University. They will have a growth mindset, be passionate about hospitality and driven by the mission and values of Northeastern.

The Director delivers high integrity in creating a staff experience that reflects the Finance Division's values and principles. This leader is ultimately accountable for increasing positive customer/student engagement, ensuring cohesive brand messaging, and implementing programs that measure and track these outcomes.

MINIMUM QUALIFICATIONS

Financial acumen with an ability to develop/measure key performance indicators in engagement/impact/sentiment. Data driven and holds peers/vendors accountable via collaborative leadership. Key relationship builder with strong communication skills and experience building collaboration with students, staff, faculty, and administrators. Possess creative, strategic, analytical, organizational, and personal sales skills. Adept at leading work teams with emphasis on diversity, equity, and inclusion. Excellent negotiation skills related to developing shared vision, student engagement, and contract management. Knowledge and skills required for this position are normally obtained through a BA/BS degree with 5-6 years' experience in organizational excellence, communications or public relations with demonstrated success, preferably in the not-for-profit sector; or a combination of education and experience that is commensurate.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

1) Operational ownership: reflect, articulate and promote the mission and vision of B&HE via a professional team of peers and outsourced vendors. Plans/develops/implements marketing and communications programs that will enhance the department's perception and position with students/faculty/staff/guests. Provides tactical oversight of:

Website, social media, video production

Marketing plans to promote department offerings

Sentiment assessment programs to enhance engagement and listening

2( Fiscal stewardship: supports financial viability of department through active development and management of initiatives that promote sales goals and guest sentiment targets

Accountable for OKRs (Objectives and Key Results) of the department including variance management against annual operational/capital budgets

Delivers sales goals to meet revenue targets

Acts on sentiment feedback positively increasing customer/student perception

Partners with contract/divisional partners including Finance/HR/P2P to ensure adherence to University policy and industry best practices

Develops creative approaches to improving operational efficiencies

3) University partnership: engages with a broad range of partners in academic and operational programs, including sustainability/student affairs to

Develop strong relationships with program stakeholders

Participates in monthly meetings of the Dining Services Advisory Committee

Coordinates third-party initiatives across departments

Promote sustainability efforts and participate in University-wide initiatives to advance the University's broader climate goals

4) Planning and projects: participates in initiatives including long-term financial and operational planning:

Setting and tracking outcomes to annual OKRs

Guide as SME (Subject Matter Expert) the development of hospitality and business initiatives:

Partners with colleagues on designing new concept launch campaigns

Benchmarks peer programs and creates actionable plans; monitors trends

Commits to working with shared leadership and in cross-functional team

Position Type

General Administration

Additional Information

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Director---Engagement---Organizational-Excellence_R108275 jeid-820779cbcd1ea54abda0c92ef365bff7