Assistant Director, Quality and Continuous Improvement

Job Summary

The University of Colorado Boulder's Department of Housing Facilities Services (HFS) encourages applications for an Assistant Director of Quality and Continuous Improvement ! This position will assist the Director of Housing Facilities Services with leading the development and implementation of quality management policies, procedures, and initiatives that drive the continuous improvement of HFS processes, products, and services.

The breadth of this role incorporates forward planning, training and development, data collection, metrics, and reporting. Specifically, the position spearheads two distinct quality inspection programs: the preventative maintenance program and warranty management for all contracted work, in addition to managing the CMMS software central to supporting these operations.

This position also leads critical planning programs that help advise strategic decisions regarding capital construction, major renovation projects, and planned maintenance projects. This includes operating, maintaining, and modernizing SA facilities in accordance with Campus facilities standards, policies, and programs. Additionally, this position directly supervises four full-time employees (FTEs) and may lead consultants periodically.

The Assistant Director will manage an annual budget of approximately $370,000, and collaborates with leaders within HFS and Student Affairs (SA) to serve as a subject matter expert representing SA facilities to external campus, division, or departmental programs/committees/groups. The work of the Quality and Continuous Improvement office enhances HFS’ 24/7 essential services performance. Its customer segments include over 11,000 residents, 500+ staff and faculty, up to 10,000 conference guests, and thousands of visitors annually.

• Applies Lean and Six Sigma to HFS operations as they relate to quality.
• Trains staff at a variety of levels on quality concepts, standards, and requirements.
• Leads projects aimed at improving service based on critical-to-quality attributes.
• Presents the results of quality audits and analysis to multiple groups within HFS and periodically outside of HFS.

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Housing Facilities Services (HFS) is a comprehensive facility management operation that provides around-the-clock support to over 10,000 residents and 20,000 conference guests annually. Services include maintenance, repair, renovation, project management, capital construction, housekeeping, and grounds-keeping operations. HFS has approximately 190 full-time employees, as well as approximately 80 part-time and student staff, who all strive to give residents the best living experience possible.

What Your Key Responsibilities Will Be

Strategy, Planning, Tactical Execution, & Operational Excellence

• All staff in HFS possess unequivocal clarity of where HFS is headed overall and specific to their area, and understand the flow of value from their role and contributions to our customers' satisfaction.
• Drive HFS short-term tactical execution of the steps and actions needed to achieve HFS organizational goals.
• All staff in HFS possess unequivocal clarity of how their daily performance and activity help the organization achieve success.
• Develops and deploys a playbook of standardized organizational process and procedures for day-to-day functions.
• Drive Operational Excellence so that all staff in HFS can recognize interruptions to value streams for their assigned area and are empowered to repair them without the need for management intervention.
• Teach HFS staff to implement standard methodologies, streamline processes, and apply technology and data to drive decision-making.
• Teach staff the impact of delivering high-quality products and or services improve both customer satisfaction.
• Train to instill in employees confidence that they have the competence, information, skills, resources and authority to take actions to complete their job tasks.

Quality Management

• Training & Development
• Analyze and evaluate the current HFS onboarding and training programs for effectiveness and efficiency. Use an industry standard structured training evaluation model that identifies training gaps and discovers opportunities for improving.
• Help new employees acclimate to the HFS culture. Provide new hires information and training to perform their job duties successfully.
• Ensure all staff are aware of and understand HFS policies and procedures, and that they possess the skills and knowledge needed to perform their jobs to the best of their abilities to meet the company's performance standards.

• Quality Documentation
• Develop and maintain policies, processes, and procedures to guide the operations, maintenance, and modernization of facilities within the HFS department ensuring consistency and compliance across all aspects of HFS activities.
• Assist all staff members in understanding and adhering to the HFS policies, processes, and procedures, so that a high quality product/service is delivered to the customer and HFS receives a positive review every time.
• Quality Reporting
• Collect and analyze data to measure organizational performance. Monitor Key Performance Indicators (KPIs), Asset Performance Indicators (APIs) and Facility Performance Indicator (FPIs) through data dashboards and queries to gain clear understanding of how HFS is performing.
• Identify trends and patterns, to help HFS make informed decisions to improve performance.
• Interpret quality assurance standards as set by trade organizations (i.e. APPA, ISSA) and determine their application in HFS.
• Benchmark against similar universities with a focus on PAC 12 universities.
• Quality Outreach
• Gather feedback from customers, employees, and other collaborators via surveys, focus groups, and quality circles.
• Establish a customer education program to help users better understand and value the products and services we offer, how to go about requesting them and to set expectations.
• Analyze outreach feedback for understanding customer needs, expectations, and satisfaction level of HFS performance.
• Quality Planning
• Update and review the process of reporting KPIs, APIs and FPIs, and ensure the Scope of work aligns with improving these at specific locations.
• Participate in scope development, verification to ensure our work requirements are balanced with improving customer satisfaction and what we can accomplish within our resources of funding and time available.
• Run HFS annual operational calendars coordinating with various teams and University partners to ensure we are performing the correct task at the correct time.
• Quality Inspection
• Through regular inspections, make sure the appearance, performance, and maintenance of facilities, systems, and equipment are being evaluated.
• Ensure the effective management of preventative maintenance programs for equipment, facilities, and systems that drive reactive maintenance to minimums.
• Ensure that any issues that arise are quickly identified, reported, and addressed to minimize the impact on customers and the company's operations.
• Develop and maintain a warranty management program that handles warranty claims, including assessing the validity of claims and figuring out appropriate course of action.
• Create and operate an incident investigation program to identify the root cause of problems and take corrective actions to prevent future incidents.

Process Improvement Management

• Facilitate and lead cross-functional teams through process improvement activities to deliver impactful results.
• Apply RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Action) on a continual basis.
• RCA to identify the underlying cause of a problem/issue and CAPA for implementing corrective and preventive actions to address problems and prevent them from happening again.
• Use after-action reviews to evaluate the performance of the projects and special events, identify areas for improvement and learn from the experiences, and implementing effective corrective and preventive actions to prevent future errors.

Leadership & Development

• Lead and developmentally grow the Quality & Process Improvement (QPI) team in capabilities and effectiveness (i.e. adding Quality Assurance, Quality Control, and Warranty Management).
• Keep well-informed of quality management trends and changing concepts
• Focus efforts on development, and implementation of quality management policies, procedures, and initiatives that move HFS to meeting organizational goals and objectives.
• Grow QPI team members (direct and associated) through:
• Employee training to develop and improve skills and knowledge for a specific job/role.
• Employee development gradually improves skills and expanding knowledge over time to take on higher level duties, and progress in their careers.

Computerized Maintenance Management System (CMMS) Management

• Ensure data integrity for consistency and accuracy using data validity measures (i.e. audits and other activities).
• Review policies, processes and procedures to confirm they are effective, being followed, and that data is collected and entered correctly.
• Ensure CMMS functionality leads HFS to perform the right activity is being done at the right time.
• Leverages work order management to summarize service activities and allow drill down into specifics: actions taken on service requests, status, service technicians assigned, time taken to complete the job, material used, customer feedback, documentation, etc.

Other Duties

• Collaborate with CU departments outside of HFS.
• Make presentations Miscellaneous.
  

What You Should Know

• All University of Colorado Boulder employees are required to follow the campus COVID-19 vaccine requirement . New employees are responsible for providing proof of vaccination or receiving a medical or religious exemption within 30 days of employment.
• This position operates a University Vehicle and requires a valid Drivers License.
• Onboarding assistance is available within Student Affairs division guidelines.

What We Can Offer

The salary range for this position is $82,800 - $87,800 annually.

Benefits

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Be Statements

Be enlightened. Be impactful. Be Boulder.

What We Require

• Bachelor's degree from an accredited college or university in environmental science, business, public administration, or related field.
• 2 years of supervisory experience in quality control, developing and implementing continuous improvement initiatives.
• A combination of education and experience may substitute on a year-for-year basis.

What You Will Need

• Detailed knowledge of quality management systems such as ISO 9000.
• Experience in implementing quality management programs.
• Basic data analysis skills-descriptive statistics, inferential statistics, and interpretation.
• High level of proficiency in MS Excel and MS Access or other analytical or data management software.
• Understanding of business strategy planning and execution.
• Critical thinking.
• Exemplary communication, organization, interpersonal, and leadership skills.

What We Would Like You to Have

• Master Black Belt, related Lean Six Sigma certification, or equivalent experience.
• International Executive Housekeepers Association certified (CEH, REH).
• Experience in facilities management organization.
• Five years’ supervisory experience of four or more employees.
• Five years' experience developing and implementing continuous improvement initiatives, and/or with a work management system.
• Demonstrated experience in strategic and tactical activities.
• Demonstrated facilitation and negotiation skills.
• Experience in auditing and root cause analysis and permanent/preventive action planning.
• Fire Life Safety knowledge and experience.
• Bilingual in English and Spanish or Nepali.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.

Please apply by April 3, 2023, for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs .

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu