Customer Service Manager Jobs in Hardwick, VT (NOW HIRING)

Department

OPS Facilities Building Trades and Campus Services Management

About the Department

Facilities Services supports the mission of the University of Chicago through efforts to maintain and enhance the University campus and environment and provide superior client service to our community including faculty, students, staff, neighbors and visitors.

Job Summary

The Campus Service Manager Operations provides strategic leadership and operational oversight for key outsourced service contracts that support daily University operations. Reporting to the Director of Building Trades, this role ensures the delivery of high-quality, cost-effective services aligned with University standards and sustainability goals.
This position manages large-scale vendor contracts, including custodial services (225+ FTEs), elevator maintenance and inspection, pest control, waste and recycling, window washing, and other outsourced services. The Campus Service Manager serves as the primary liaison between Facilities Services, external vendors, and campus stakeholders, ensuring contract compliance, financial accountability, and service excellence across the University.

Responsibilities

• Manage and oversee outsourced service contracts, including custodial, elevator, pest control, waste/recycling, window washing, and other vendor-supported services.
• Develop and update service-level agreements (SLAs), FS2 Standards, scopes of work, and proposal/invoice reviews.
• Conduct building inspections and coordinate with internal staff, consultants, vendors, the Office of Risk Management, Legal, and regulatory authorities (DOB, AIC, OSHA) to ensure compliance and risk mitigation.
• Serve as the primary escalation point for service issues and disruptions, coordinating corrective actions and communications among vendors and internal stakeholders.
• Manage a combined annual service budget exceeding $20 million.
• Oversee contract renewals, vendor proposals, service scopes, and compliance documentation.
• Develop and monitor standing purchase orders, invoice coding, and work order recharges to ensure fiscal accuracy and efficiency.
• Investigate and resolve financial discrepancies; maintain accurate records and reporting on vendor performance, service metrics, and financial activity for Facilities Services leadership.
• Supervise exempt staff and coordinate daily operations in partnership with unionized and vendor workforces.
• Collaborate with internal partners, including Planning, Project Management, Finance, and Procurement, to align operational services with capital and maintenance goals.
• Serve as a central point of contact between Facilities Services, campus customers, and vendors.
• Communicate and collaborate effectively with building managers, department directors, Registrar's Office, Deans, and other campus leaders.
• Support campus events and special projects requiring vendor coordination.
• Foster strong relationships with University departments and external partners to ensure service excellence and customer satisfaction.
• Develop and maintain standardized workflows for contract and invoice tracking using systems such as Oracle and Maximo.
• Track vendor performance through metrics, SLAs, inspections, and reporting tools.
• Conduct regular service quality reviews through inspections, customer feedback, and compliance audits.
• Provide after-hours and emergency response support for facilities-related service disruptions as needed
• Works mostly independently to create and proactively maintain partnerships with clients, internal and third party service providers and other University partners in an assigned campus area.
• Proactively identifies substandard conditions and services and recommends corrective actions.
• Interprets needs and gaps in service to collaborate with and recommend appropriate services to colleagues and vendors.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Bachelor's degree.
• Master's degree in Facilities Management, Business Administration, or a related field.

Experience:

• 7-10 years of progressively responsible experience in facilities or operations management.
• Proven experience managing large, outsourced service contracts involving 100+ FTEs.
• Demonstrated success managing budgets of $10 million or more.
• Works mostly independently to create and proactively maintain partnerships with clients, internal and third party service providers and other University partners in an assigned campus area.
• Proactively identifies substandard conditions and services and recommends corrective actions.
• Interprets needs and gaps in service to collaborate with and recommend appropriate services to colleagues and vendors.

Certifications:

• Valid driver's license with the ability to pass a motor vehicle background check.

Technical Knowledge or Skills:

• Proficiency with financial and CMMS systems such as Oracle and Maximo.
• Strong understanding of service contract negotiation, vendor compliance, and performance management.
• CEFP or equivalent facilities management certification.

Preferred Competencies

• Strong leadership and team management skills.
• Excellent written and verbal communication abilities.
• Advanced planning, scheduling, and analytical skills.
• Effective problem-solving and decision-making abilities.
• Customer service orientation with a focus on timely issue resolution.
• Ability to manage multiple priorities and perform under pressure.
• Proficiency in reading and interpreting contracts, blueprints, building codes (City of Chicago and International Building Codes), OSHA standards, and safety regulations.

Working Conditions

• The requirement is mobility and agility necessary to climb stairs and ladders, capable of high-altitude work, capable of working in restricted spaces.
• Ability to move around campus to inspect buildings.
• The ability to work in extreme temperatures.
• Must have mechanical aptitude and manual dexterity and be physically capable of strenuous activity over extended periods of time.
• Keyboarding, stooping to reach files and light lifting.

Application Documents

• Resume (required)
• Cover Letter (required)
• List of References (required)

The University of Chicago uses AI-assisted tools to streamline and augment some recruitment processes; however, AI is not used to make hiring decisions.
When applying, the document(s) MUSTbe uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Facilities Management

Role Impact

Individual Contributor

Scheduled Weekly Hours

40

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

Yes

Pay Rate Type

Salary

FLSA Status

Exempt

Pay Range

$82,170.49 - $96,671.16

The included pay rate or range represents the University's good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at:http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.