Director Customer Operations Jobs in Rhode Island

Job Description:

This position is responsible for overseeing the planning and organization of the Brown Dining catering division. With supervisory responsibility, this position will effectively lead a team of managers, supervisors, and union employees by promoting a culture of collaboration, trust and accountability. The successful candidate will maximize customer satisfaction by ensuring high quality services and a variety of contemporary and on-trend menu packages. This position will work with OUC and the department's Communications and Outreach Manager to effectively market the services of Brown Dining's catering division. This position will maintain oversight of the budget for this area while offering competitive pricing to consumers. This position will report directly to the Vice President of Dining Programs.

Major responsibilities include but are not limited to:

• Ensure relevant staff are TIPS and food safety certified and compliant with University, OSHA and other training requirements.
• Ensure compliance with standards in all areas of operations, menu development, service quality, food safety and sanitation, and adherence to budget.
• Create and manage programs in Catering that increase community engagement and develop strategies to increase membership and sales.
• Analyze sales and revenue data to evaluate the success of projects and programs.
• Develop program enhancement and cost saving initiatives for Brown Catering
• Maintain a presence at events to ensure successful execution and guest satisfaction.
• Partner with clients to create and define their vision for high profile events.
• Coordinate menu tastings.
• Assign appropriate catering personnel to develop menu, order quantities, auxiliary service requirements, develop equipment lists, identify staffing needs, and other details as needed.
• Estimate function expenses and provide to client
• Review menu with Director of Culinary Operations.
• Notify Assistant Director of Purchasing of special requirements, and of alcohol and floral needs.
• Confirm all details prior to events.
• Review post-event paperwork to identify problems or issues that require follow up.
• Solicit feedback from clients and follow up as appropriate.
• Review consumption data and compile billing details.
• Create and manage programs in Catering that increase community engagement and develop strategies to increase membership and sales.
• Analyze sales and revenue data to evaluate the success of projects and programs.
• Develop program enhancement and cost saving initiatives for Brown Catering
• Mentor, support and lead managers through open dialogue
• Set standards and expectations and hold staff to accountable
• Provide constructive feedback
• Serve as a positive role model
• Develop and maintain a cohesive and high-performing team by promoting trust, respect and collaboration
• Develop strong internal communication systems in both areas
• Effectively manage conflict
• Build relationships with staff and create a positive and productive environment.
• Ensure team members stay motivated through positive reinforcement, coaching, and accountability.
• Train and develop managers, shift supervisors, and service personnel.

Education

• Required: Bachelor's degree in Hotel, Restaurant and Institutional Management, Food Service Management, or related discipline or equivalent combination of education and professional experience.

Required Experience:

• 3-5 years' progressive professional experience in food service, restaurant/catering, or project management with progressively increasing levels of responsibility.
• Successful record of accomplishment managing in a union environment strongly preferred.

Job Competencies

Indicate the essential job competencies. Competencies are required knowledge, skills and abilities necessary to perform the job successfully.

• Strong leadership skills and effective change agent
• Track record of successful collaboration and relationship-building; ability to manage through others
• Effective prioritization and problem-solving skills
• Goal-oriented and results-driven
• Strategic thinker
• Outstanding problem--solving skills, ability to implement solutions.
• Excellent organizational skills, task prioritization and ability to juggle multiple projects
• Excellent negotiation and communication skills
• Demonstrated excellent customer service orientation.
• Organized and high attention to detail
• Ability to manage expenses and work within budgetary guidelines.
• Competency using MS Office suite including Word and Excel. Experience with catering or event planning software preferred.
• Culinary knowledge and/or professional experience preferred.
• RI Food Safety and Bar Code certification preferred, or willingness to obtain both certifications upon hire is required.

All offers of employment are contingent upon a records check satisfactory to Brown University.

Benefits of Working at Brown:

Please review additional information on the Benefits of Working at Brown.

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Submission Guidelines:

The designated Position Work Location for each position determines the approved modality of work. Positions are classified based on the operational and business needs of the department and may be designated as on-site, hybrid, or remote.

Employees with a designated position work location as remote must reside and perform their work in a state where Brown University is registered to do business. Brown University is a registered employer in the following states: Rhode Island, California, Colorado, Connecticut, Florida, Maryland, Massachusetts, New York, New Hampshire, New Jersey, North Carolina, Washington, D.C.

Please note that to be considered for a staff position at Brown University, you must submit a separate application for each position you wish to be considered for. Applications are reviewed only for the specific position to which they are submitted and are not automatically considered for future openings.

This position is not eligible for visa sponsorship.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

Brown is an E-Verify Employer.

EEO Statement:

Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person's race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law.