Campus Operations Manager

The Campus Operations Manager is accountable for overseeing the campus facility operations. As the lead operations expert, she focuses on providing subject matter expertise to the outsourced site operations personnel relative to the day-to-day facility and campus operations. The Campus Operations Manager ensures the adherence and control of existing processes and procedures used to deliver contracted Compass services as well as the creation and enhancement of new ones. This position will be accountable to customers for all services provided, including any customer service escalations.

Culturally, this role acts as the bridge and culture carrier between Compass and the outsourced team for effective Compass Culture adoption and permeation across the site team.

Main Responsibilities

• Customer Experience and Facility Management
• Lead local campus resources in delivering uncompromising operations management and customer support.
• Assist in executing Global Operations and Compass strategic initiatives.
• Manage site start-up activities leading into daily operations as sites reach steady-state operations, including functional management of site teams and associated monthly billing controls.
• Promote Exceptional Customer Services and maintain audit-ready facilities.
• Provide strong technical leadership support and coaching for local resources, including Site Managers and front-line staff.
• Execute timely and accurate completion of daily operations management tasks, such as site rounds and readings, vendor management, customer tickets, and interface with customers related to site operations communication and escalation of site anomalies and overall customer relationship management at the site level.
• Work with Sales team and other Compass teams during the sales process in setting proper customer expectations in the deployment of contracted solutions, supporting site tours for prospective customers and investors.
• Monitor and report on service level KPIs.
• Continuously train the local team on Compass products, services, and operational guidelines.
• Assist in developing, documenting, and implementing policies, processes, and procedures as necessary.
• Be responsible and accountable for ensuring 100% adherence by all facility technicians to all customer SLAs, including facility uptime.

Team Management

• Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers.
• Consistently monitor and evaluate the campus operations in search of methods and tools to optimize the process.
• Be a strong advocate of Compass Culture and lead the team by providing guidance and coaching.
• Actively engage and energize team members.
• Conduct regular meetings with direct reports and front-line staff to identify and resolve departmental or cross-functional issues.
• Identify training requirements of all existing and new team members and ensure all team members are fully trained and well-informed on products, services, policies, and procedures to meet performance expectations.
• Ensure adequate staff are always available to meet the business needs and identify recruitment needs as required.
• Conduct performance evaluation of the direct reports and provide effective suggestions and feedback on staff performance.
• Continually assess team members and engage outsourced suppliers for any disciplinary actions or dismissals.

Required to Travel

Required to travel between locations on an infrequent basis and as required to support the business.

Other Responsibilities

• Comply with all safety procedures and requirements and reinforce a culture of safety at all levels of operation.
• Advise and keep Site Managers informed of progress of all jobs in order to control cost effectiveness in work assignments and availability of manpower.
• Provide required information to co-workers pertaining to service contracts, agreements, and equipment guarantees.

Job Description

This description is intended to reflect the primary functions of the job. However, it is not an all-inclusive listing. Further, the job description is subject to change at the discretion of management.

Requirements

• A bachelors degree or equivalent and a minimum of 3 years of related experience or 5 years of data center-related experience in lieu of a bachelors degree.
• Expertise in the operations of critical MEP infrastructure, including UPS systems, emergency generators, various critical cooling systems, computer room air handlers, and air conditioners, and electrical distribution.
• Excellent understanding of various infrastructure redundancy configurations and the related limitations of each.
• A comprehensive understanding of critical environment management and the challenges of multi-tenant, hyperscale data center occupancy.
• At least five years of supervisory experience managing physical operations in an IT and/or Critical Environment infrastructure.
• At least three years of experience as a junior to mid-level manager leading and motivating a diverse technical workforce.
• As a condition of employment, the employee must successfully complete a background investigation.

Preferred Requirements

• Enterprise-level experience in managing large-scale and complex projects/programs.
• Working knowledge of audit and compliance requirements in a large global enterprise.
• Financial management experience and good business acumen.
• Strong problem-solving skills, analytical capabilities, data analysis, and attention to detail.
• Strong verbal and written communication and organization skills.
• Must be able to multi-task and project manage many tasks simultaneously.
• College or university degree in Electrical/Mechanical Engineering, Computer Science, Telecommunications, or equivalent experience.
• Military experience will be advantageous.