Scheduling & Engagement Manager

Scheduling & Engagement Manager

US-NJ-Princeton

Job ID: 2022-15662
Type: Full-Time
# of Openings: 1
Category: Campus and Auxiliary Services

Princeton University

Overview

Conference and Event Services (CES), a department within University Services, serves as a centralized resource for planning conferences, meetings, and events at Princeton University. CES provides guidance and education on event related policies and compliance, and space scheduling support for the University. The CES team shares a commitment to consistently providing exceptional customer service while cultivating sustainable relationships with internal and external clients. CES prides itself in being the best at what they do by embracing a holistic and comprehensive approach to supporting the event planner community and events at Princeton University.

Princeton University, University Services and Conference and Event Services support a work environment that values diversity, integrity, service excellence and collaboration.

Conferenced and Event Services is guided by the three University Services pillars: service excellence, efficiency and effectiveness, and team and people.

Under the supervision of the Assistant Director for Scheduling and Event Technologies, the Scheduling and Engagement Manager assists, provides direction, and expertise to the University community in scheduling campus space and planning events. The individual is responsible for managing incoming space requests through the EMS system for non-registrar managed events and activities on campus, and accurately communicating relevant room reservation information to space requestors. The Scheduling and Engagement Manager is responsible for maintaining the stewardship of EMS under the direction of the Assistant Director for Space and Event Technologies. Stewardship duties will include cultivating and engaging with an expanding group of EMS desktop users and working closely with the Assistant Director for Outreach and Communications to develop programming and other curated content relevant to the group. The Scheduling and Engagement Manager will also maintain stewardship of the system through user support and/or training as needed. This individual also needs to maintain close working relationship with the Registrar’s Office to balance the Registrar’s needs for classroom space for instruction with the availability of space to meet client requests for program space. The incumbent is also responsible for scheduling and planning for events, activities, and programs held in various locations across campus. This includes, but is not limited to, advising clients regarding the vision for their event, the space and equipment requirements, matching available space to requirements, and assisting with the coordination of support services, such as custodial, media, security, etc.

Responsibilities

Space Scheduling and User Support

• This individual will serve as the lead advisor on scheduling space and must be able to respond to questions and problem solve space related issues.
• The incumbent is responsible for the daily upkeep and management of space requests in EMS for non-class use of space on campus.
• Responsible for following up with departments to ensure that space requests are being processed in a timely manner.
• Serve as a conduit for information regarding scheduling and policies related to non-class reservations across campus and must have an awareness and understanding of academic scheduling managed by the Office of the Registrar.
• Provide accurate information to clients concerning space information and available services, related fees and appropriate policies, procedures and forms required for the use of individual spaces across campus.
• Must be able to efficiently and effectively troubleshoot and develop viable solutions to common scheduling issues such as room conflicts and able to help clients find alternative space options when necessary.
• Provide clients with information regarding technical capabilities and other available room equipment, and/or be able to refer clients to appropriate contacts or resources.
• Work collaboratively with the Client Systems Specialist to maintain accurate space attribute information in EMS.
• Work in tandem with the Assistant Director for Outreach and Communications to plan and execute webinars, programs, and other community building activities and events for EMS Desktop users. This may include, but is not limited to, hosting webinars or in-person meetings, and developing content for the CES Toolkit or other University sources of information.
• Responsible for providing both scheduled and ad hoc end user training for EMS desktop and web application users. Work collaboratively with the Systems Manager and Client Systems Specialist to report and develop solutions for common support issues.
• The Scheduling and Engagement Manager must maintain a working knowledge of university policies, procedures, and practices relative to scheduling academic and non-academic spaces on campus.

Event Management Advising and Support

• Provide advisory services and/or event management support for events, programs, and activities.
• Advise clients or secure services, as appropriate, from supporting departments, including but not limited to, Public Safety, Campus Dining, AV Services, Building services, and Facilities. Related support-services may include but are not limited to, room setup and breakdown, clean up, equipment use, food service, media and technical services, security and evaluation of the facility after the function has concluded.
• Event and service information must be detailed and presented in an accurate form to assure services are correctly provided.
• Attend events, programs or activities, as appropriate, to ensure all activities proceed smoothly and with a high level of success. This may often include attendance during evenings and weekends.
• Conduct site inspections of facilities with clients to determine the right mix of facilities to match the client’s vision for the event.
• Ensure that information concerning appropriate building security modifications is communicated to Public Safety and Life Safety and Security so that events can be adequately supported.
• Maintain all event records in the department’s event management system (Iris Conference) in accordance with departmental and University guidelines.
• Create and manage links for online event registration on behalf of clients using Iris Registration or other comparable University system.
• Assists with training student staff.
• Other duties as assigned, include but are not limited to, attending regularly scheduled staff, individual and committee meetings, staff development, and representing space scheduling and events technology issues, etc.
• Assist with major University programs and events including, but not limited to, Move-in, Opening Exercises, Princeton Preview, Reunions, Baccalaureate, Class Day and Commencement.

Job Complexity:

The Scheduling and Engagement Manager is the main point of contact for space reservation within Princeton University’s central Space Scheduling and Event Technologies area, Conference & Event Services. This position requires the incumbent to work in a high volume, fast paced, deadline-oriented environment with a high degree of accuracy. The Scheduling and Engagement Manager should have expertise in managing a broad portfolio of complex requests for non-academic campus space reservations. The incumbent should have a deep understanding of the roles of the large EMS Desktop User cohort, departmental and program space requesters on campus, graduate and undergraduate student organization requesters, and service providers. It is a goal to make space and space information available for appropriate activities to all segments of the University. The Scheduling and Engagement Manager must be adept at the complex and challenging tasks of effective communication and interaction, while having a deep understanding of the policies and procedures that apply to varied audiences across campus. Mastery of effective communication and interaction are critical to the succeeding in this role.

The Scheduling and Engagement Manager must ensure high levels of client satisfaction, while supporting the University’s broader goals related to EMS and campus space. It is imperative that the Scheduling and Engagement Manager focus on client’s needs and program goals, while also supporting the stewardship of the EMS system and University goals for emergency preparedness, space utilization, access to space and space information, and efficient utilization of campus resources to meet those needs. It is essential that available spaces are appropriately matched to the client’s needs and that support services are provided to the client’s satisfaction. The majority of the campus meeting rooms serve as classrooms first, and have academic classes scheduled by the University Registrar’s Office. The Scheduling and Engagement Manger needs to maintain a positive and effective working relationship with the Registrar’s Office and needs to balance the Registrar’s instructional needs for classroom space with the client’s needs for program space.

Qualifications

Essential Qualifications:

• Bachelor’s degree
• 3 - 5 years of work experience
• Ability to manage competing priorities in a fast-paced, team centered environment
• Demonstrated organizational and interpersonal skills
• Demonstrated ability to work autonomously and think critically
• Demonstrated accuracy and attention to detail
• Demonstrated ability in the use of technology and systems
• Demonstrated ability to cultivate and build relationships across the organization
• Ability to prioritize tasks and successfully meet established deadlines
• Ability to independently troubleshoot and resolve scheduling and space related issues
• Excellent written and oral communication skills
• Experience with conducting presentations and trainings for groups of varying sizes
• Experience with providing excellent customer service
• Must be able to work collaboratively in a diverse environment
• Must be able to work a flexible schedule, including extended weekdays and weekends
• Must have a valid driver’s license

Preferred Qualifications:

• Knowledge and experience using EMS room scheduling software
• Proficiency in Microsoft Word, Excel, PowerPoint, Zoom, Microsoft Teams
• Experience with planning and supporting events
• Familiarity with the Princeton University campus or working in higher education
• Financial acumen

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Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

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