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Full Time Admin Jacksonville, FL, US

2 days ago Requisition ID: 1299

Job Title:Vice President of Campus Services

Reports to:Senior Vice President for Finance & Administration (or equivalent leadership)

Department:Campus Services

Direct Reports:Warehouse Manager; Office Services Manager (oversees Post Office and Print Shop); Dining Services Contract Liaison; Bookstore Contract Liaison

Position Summary:

The Vice President of Campus Services provides strategic leadership and oversight for the University's auxiliary and support services, ensuring high-quality, cost-effective operations that serve students, faculty, and staff. This role directs the daily operations of the University's outsourced dining services and campus bookstore contracts, ensuring vendor compliance with contractual obligations, service standards, and University policies. This position also oversees the University's internal Warehouse, Post Office, and Print Shop operations through direct supervision of the Warehouse Manager and the Office Services Manager. The VP of Campus Services serves as the primary point of contact between the University and its contracted service providers, builds effective relationships with internal and external stakeholders, and is accountable for the overall customer experience across all campus services functions.

Key Responsibilities:

Outsourced Dining Services Oversight:

• Serve as the University's primary liaison to the contracted dining services provider, overseeing day-to-day performance against the management agreement.
• Monitor compliance with contractual terms, including menu standards, food safety and health code requirements, staffing levels, hours of operation, and financial reporting.
• Conduct regular site visits, vendor meetings, and performance reviews to evaluate service quality, cleanliness, and adherence to University standards.
• Review and approve dining program changes, pricing adjustments, meal plan structures, and special event catering arrangements in coordination with the vendor.
• Address escalated student, faculty, and staff concerns regarding dining services and ensure timely, satisfactory resolution.
• Partner with the vendor on sustainability initiatives, dietary accommodation programs, and campus engagement events.

Outsourced Bookstore Oversight:

• Serve as the University's primary liaison to the contracted bookstore operator, overseeing adherence to the management agreement.
• Monitor course materials availability, textbook affordability initiatives, inventory management, and adherence to institutional branding standards for licensed merchandise.
• Review vendor financial and sales reporting, commission structures, and reconcile revenue-share payments due to the University.
• Evaluate customer service performance, including checkout experience, order fulfillment, and responsiveness to student and faculty needs.
• Coordinate with academic departments to ensure timely textbook adoption processes and resolve course materials issues.
• Lead or participate in periodic contract review, renewal, and competitive bid processes for both dining and bookstore agreements.

Warehouse, Post Office, and Print Shop Oversight:

• Directly supervise the Warehouse Manager, who is responsible for surplus storage, event décor and large-item deliveries, asset safety, forklift operations, and end-of-life asset disposition.
• Directly supervise the Office Services Manager, who oversees the Post Office Supervisor and Print Shop operations, including mail distribution, staffing coverage, print production, equipment maintenance, and print job pricing.
• Ensure all internal service areas operate within published hours, maintain adequate staffing coverage, and meet established turnaround and service-level expectations.
• Review and approve operating budgets, pricing structures, and capital equipment requests for the Warehouse, Post Office, and Print Shop.
• Ensure safety, training, and compliance standards are consistently upheld across all internal operational areas.
• Negotiate, administer, and enforce management agreements and service-level agreements (SLAs) with all outsourced service providers.
• Track vendor performance metrics, financial commitments, and contract deliverables; report findings to executive leadership on a regular basis.
• Ensure all outsourced providers maintain appropriate licensing, insurance, and regulatory compliance.
• Lead annual or periodic vendor performance evaluations and contract renewal negotiations.
• Hire, train, supervise, and evaluate direct reports and provide leadership direction across all Campus Services functional areas.
• Develop and manage the overall Campus Services budget, including tracking of expenses, revenue-share income, and resource allocation across all functional areas.
• Establish and continuously improve Campus Services policies, procedures, and training programs in partnership with functional area managers.
• Analyze operational and customer satisfaction data to identify trends and drive continuous improvement initiatives.
• Escalate significant risks, service failures, or contract compliance issues to senior leadership as needed.
• Represent Campus Services on University committees and in interactions with students, faculty, staff, and the campus community.

Customer Satisfaction Expectations:

The VP of Campus Services is accountable for ensuring a consistently positive service experience across all dining, bookstore, mail, print, and warehouse functions. Specific expectations include:

• Establish and monitor customer satisfaction targets (e.g., survey scores, response-time benchmarks, complaint resolution rates) for all outsourced and internal service areas.
• Implement regular feedback mechanisms, such as satisfaction surveys, comment cards, focus groups, or town halls, to capture student, faculty, and staff input.
• Require dining and bookstore vendors to meet minimum contractual customer satisfaction thresholds and implement corrective action plans when standards are not met.
• Ensure timely acknowledgment and resolution of service complaints, with escalation paths clearly communicated to the campus community.
• Review customer satisfaction data quarterly with vendors and internal managers, using results to inform service improvements and contract negotiations.
• Promote a culture of responsiveness, professionalism, and continuous service improvement among all Campus Services staff and contracted partners.
• Report customer satisfaction trends and improvement initiatives to executive leadership on a regular basis.

Qualifications

Education: Bachelor's degree in business administration, hospitality management, supply chain management, or a related field is required; Master's degree preferred. Equivalent combination of education and progressively responsible experience will also be considered.

Experience: Significant experience (typically 7+ years) in auxiliary services, facilities/operations management, or contract/vendor management, including demonstrated experience overseeing outsourced service providers in a higher education, hospitality, or corporate services environment. Supervisory experience managing multiple functional teams is required.

Skills: Strong contract negotiation and vendor management skills; excellent financial acumen for budgeting and revenue analysis; superior communication, customer service, and conflict-resolution skills; ability to lead through influence across diverse operational teams; proficiency with Microsoft Office Suite and relevant reporting or contract management systems.

Other: Ability to maintain confidentiality, uphold ethical standards, and represent the University professionally in dealings with external vendors and partners.