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 "noopener noreferrer" target="_blank" href=
"https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.northeastern.edu%2Fdiversity&data=02%7C01%7C%7C056469d7f6cf47552eee08d61f0c7f65%7Ca8eec281aaa34daeac9b9a398b9215e7%7C0%7C0%7C636730535857378803&sdata=KIi0gAqGY5SPmeHUb21vdPtLQAysu3YBVHfaichuP%2Bg%3D&reserved=0">
www.northeastern.edu/diversity.





To apply, visit "https://apptrkr.com/3530887">https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Director---Engagement---Organizational-Excellence_R108275
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