Location: Ithaca, New York
Student Service Center Manager - Student & Campus Life
Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.
Student and Campus Life (SCL) inspires transformation in all Cornell students on their journey of individual, academic and personal evolution. Our division is comprised of leading student affairs experts who support our campus on pressing student life matters including public service, health, wellness, social justice, residential living, food services, sports, recreation, career services, and student activities and organizations including sorority and fraternity life. We provide support and services to roughly 25,000 undergraduate, graduate, and professional students on multiple campuses in the U.S. and abroad.
Campus Life Enterprise Services (CLES) is the primary revenue-generating unit within Student and Campus Life, inclusive of Cornell Dining, Cornell Catering, Housing and Residential Life, Conference and Event Services, The Cornell Store(s), and a dedicated CLES Marketing and Communications team. CLES is a large campus-wide organization, with an annual budget of approximately $200 million and employs over 800 regular (union and non-union) staff members and over 800 contingent and student employees to successfully operate its broad-ranging business operations.
As a part of the larger CLES unit, and reporting to the Executive Director of Conference and Event Services, the Conference and Event Services (CES) team supports the planning and execution of high-volume conferences and special on-campus events, ranging from small meetings to large university-wide events. This team is driven by a passion for attention to details, providing an excellent guest and user experience, and working collaboratively with a very broad range of university constituents to ensure operational coordination and delivery.
Reporting to the Associate Director, the Service Center Manager provides overall leadership and responsibility of Cornell's entire Service Center operation which includes multiple distinct service center locations, currently 5 in total, all serving as unique hubs for mail/package services, key disbursements and general inquiry from a range of constituency groups (students, faculty, staff, alumni and other distinguished guests). With increased oversight, this role is responsible for the overall performance, service delivery and success of each location through the effective management of a multi-dimensional team including an assistant manager, multiple full-time staff, temporary as well as a large student staff. The Service Center Manager will serve as the university representative for the Service Centers when collaborating on multiple cross-functional teams or engaging with divisional partners. Additionally, will look to regularly identify and implement effective solutions or guidance while also enforcing compliance standards with federal, state and university laws and policies that ultimate ensure positive user satisfaction and success of the operations.
A successful Service Center Manager will:
- Exemplify a positive, energetic and customer service mind-set that helps to maintain strong and lasting relationships with colleagues, campus partners and service providers.
- Display strong leadership and communicate effectively with a multi-layered team to inspire, motivate and develop an engaged and dynamic team.
- Possess solid organizational, problem-solving and prioritization skills in order to multitask, effectively delegate and meet critical established goals and deadlines
- Regularly look to implement and improve operational efficiencies and user experience and connection of services to strategic priorities.
- Utilize an extensive knowledge base, take appropriate initiative, and exercise excellent judgement, navigating challenging situations with tact and diplomacy.
- Bachelor's degree plus at least 4 years of experience in Hospitality, Business Management, or relevant experience managing a front-facing customer service operation including at least two years of proven experience leading an active multi-functional operation or an equivalent combination or education and experience.
- Previous supervisor experience including proven experience successfully hiring, training, supervising professional, temporary, and student staff.
- Highly effective verbal and written communication skills
- Proficiency with standard office computer applications (Microsoft Office, Internet, Desktop Publishing software).
Individual must be able to work varied and extended hours including nights and weekends and some holidays.
- Additional years' experience working in a Higher Education environment, actively participating on cross-functional committees addressing strategic planning and departmental objectives, policies, standards, and procedures
- Strong knowledge and report writing utilizing various systems Housing Software (StarRez), Financial Systems, and Microsoft Office Suite (Microsoft Word, Excel, PowerPoint, SharePoint, and some database experience).
- Project Management experience or knowledge of
Visa sponsorship is not available for this position
This position is located in Ithaca, New York. The successful applicant will be expected to work fully on campus.
University Job Title:
Guest/Client Services Manager
Pay Rate Type:
$65,933.00 - $76,625.00
Remote Option Availability:
Job Titles and Pay Ranges:
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:
Prior relevant work or industry experience
Education level to the extent education is relevant to the position
Unique applicable skills
Academic Discipline (faculty pay ranges reflects 9-month annual salary)
Online Submission Guidelines:
Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday - Friday between the hours of 8:30 a.m. - 4:30 p.m. to use a dedicated workstation to complete an online application.
Notice to Applicants:
Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.