Manager, Programs and Operations

Case Western Reserve University is committed to providing a transparent estimate of the salary range available for this position at the time of its posting. The salary range is between $56,395 and $71,340, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.


Job Description

POSITION OBJECTIVE

Working with a high degree of independence and under general direction, the Manager of Programs and Operations will provide overall administrative expertise for a variety of business-related functions in the Office of the Provost, including event and program management, operating budget management, purchasing and contract oversight, space and facilities planning, and management of all standard administrative operating procedures. Function as a technical resource and advisor to the senior leadership team, including the provost, exercising discretion and independent judgment to ensure top-tier management and execution of all administrative work completed within the Office of the Provost. The manager of programs and operations has responsibility to accomplish major objectives, investigate and resolve matters on behalf of leadership, and has the authority to formulate, affect, interpret, or implement management policies or operating practices. As a key decision-maker, this position is responsible for establishing and maintaining a robust and efficient operating model that ensures streamlined, efficient work processes and procedures and enables strategic alignment for the projects, program and administrative work of the Office of the Provost's senior leadership team. Oversee the execution and serve as on-site management for all office of the provost programs and events which are often complex and high-profile in nature. This position develops event plans and timelines, drives clear and timely communications, proactively identifies and resolves issues, delegates tasks to support staff, and manages vendors to ensure seamless delivery from kickoff through post-event debrief and evaluation.


ESSENTIAL FUNCTIONS

1. Advise and direct the senior leadership team in planning programs and events, including compiling required processes and procedures and developing estimated budget expenditures; monitor and verify spending; ensure compliance with Case Western Reserve University policies and procedures; prepare progress and evaluation reports. Direct the end-to-end operational lifecycle for high-profile university events and programming hosted by the Office of the Provost, including speaker series, board and donor meetings and dignitary visits. Design and execute comprehensive logistical plans for partner and stakeholder visits and select strategic projects and programs, ensuring alignment with the office's mission and structure, including delegating tasks to support staff to ensure seamless delivery. Exercise independent judgment to negotiate vendor contracts, oversee audiovisual and facility setups, and manage on-site logistics, serving as the point of contact for real-time troubleshooting and on the spot decision-making for all major events and programs hosted by the Office of the Provost. Meet senior leaders on a regular basis to review operational objectives and provide appropriate administrative direction. (30%)
2. Serve an active role on the leadership team in developing long- and short-term department strategic planning. Chart yearly plans, monthly work plans and determine measurable targets for programs, events, and routine administrative business planning. Provide strategic counsel to the senior leadership team regarding operational feasibility and logistics for proposed initiatives. Working with the assistant provost for strategic initiatives, develop a work plan with key activities, deliverables, and milestones for the Office of the Provost. Establish and monitor metrics for office performance and program/event execution, producing data-driven reports and analysis in written and graphic report form to advise the provost's senior leadership team on operational effectiveness and strategic improvement. Lead special projects as assigned by the assistant provost, coordinating cross-functional teams to advance the office's mission. (15%)
3. Create department policies and procedures, make decisions on specific operating problems, and issue instructions in the name of the Office of the Provost in accordance with departmental precedents and policies. Interpret university policies and procedures and ensure compliance by all staff. Communicate any changes to policies and procedures to appropriate staff to ensure implementation. Develop, document, and enforce office-wide standard operating procedures to manage administrative workflows and sustainable operational excellence and exceptional customer service. Independently identify operational bottlenecks and formulate solutions to enhance efficiency, ensuring the development and maintenance of centralized knowledge systems. (15%)
4. Directly supervise the Administrative Coordinator, ensuring the delivery of executive-level reception, office supply management, coordination of schedules, and calendaring for approximately six to seven members of the office's senior leadership team. Define and assign individual tasks, delegate administrative execution responsibilities, maintain schedule and standards, conduct performance reviews and administer disciplinary action. Determine office of the provost administrative staffing needs, develop job descriptions, and work with Human Resources to select and hire candidates. (15%)
5. Work with the senior director of finance to plan operational budget needs by analyzing initiative plans on both a short and long-range basis and considering past requirements and expenditures and current initiatives and future goals. Perform needs assessment, and forecast based on multiple items and unknown variables, analyze budget variances and recommend courses of action. Prepare analytical reports in written and graphic forms based on management needs. Manage program and event-specific budgets, exercising authority to authorize routine expenditures, process complex procurements, and ensure compliance with university financial policies. Serve as the department's primary agent for the procurement of specialized equipment and supplies, independently resolving discrepancies in billing or service delivery. (10%)

NONESSENTIAL FUNCTIONS

1. Oversee the management of physical office space and resources, making recommendations to leadership regarding space allocation/utilization, renovations, and technology needs to support organizational goals. Coordinate purchasing, maintenance and renovation activities for the office of the provost and departments within the provost's portfolio as needed. Develop the most efficient and effective means for purchasing supplies. Negotiate and facilitate major equipment and technological purchases and installations. (5%)
2. Represent the Office of the Provost in administrative meetings and/or conferences to achieve cooperation between functions. Serve as a high-level liaison for internal and external stakeholders, including donors, corporate partners, and university leadership to support relationships and ensure compliance with university protocols and departmental norms. (5%)
3. Provide backup for front-office administrative support, including office staffing coverage, calendar management, and inquiry triage for other departments as needed. (3%)
4. Perform other duties as assigned. (2%)

CONTACTS

Department: Continuous contact with the provost, senior leadership team (i.e., vice, associate and assistant provosts), and office of the provost administrative staff for oversight of business functions and program and event management.

University: Frequent interaction with senior university leadership and their administrative teams, including departments within the provost's portfolio (i.e., vice presidents and deans) as well as the Office of the President, University Marketing and Communications, Development and Donor Relations and other departments to coordinate university-wide programs and events.

External: Moderate to regular interaction with external vendors, donors, alumni, and high-level guests in the planning and execution of projects and events.

Students: Occasional contact with students for event and program coordination.


SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibilities for the administrative coordinator. May also supervise additional administrative and/or student support staff as needed.


QUALIFICATIONS

Experience: Minimum of 5 years administrative work experience required; experience in a university or non-profit setting preferred. Demonstrated experience in end-to-end event management and program development and execution is required; experience in operations management, project administration and/or work within an executive leadership setting is preferred.

Education: Bachelor's degree in business, communications, education, hospitality management or related field is required.


REQUIRED SKILLS

1. Ability to work independently to organize multiple projects simultaneously; proven ability to proactively identify and troubleshoot complex operational issues, make sound decisions, and deliver results under pressure without immediate supervision.
2. Demonstrated ability to proactively research, benchmark and find or create innovative solutions where there are no precedents.
3. Ability to manage a varied portfolio of high-level programs and events, strictly adhering to deadlines and quality standards in a fast-paced environment.
4. Proven ability to develop accurate and effective program plans and event briefs, provide real-time progress updates, and draft concise documents and directives for a wide range of stakeholders and cross-functional groups.
5. Ability to maintain confidentiality of highly sensitive information while demonstrating tact and professionalism in a high-pressure and fast-paced setting. Ability to develop and manage relationships with a wide range of stakeholders on and beyond campus that advance the Office of the Provost's goals as a collegial administrative partner.
6. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
7. Ability to educate/train staff, delegate and supervise effectively.
8. Superior written communication skills with the ability to develop error-free communications in alignment with guidelines provided by University Marketing and Communications without supervision.
9. Superior verbal communication skills with the ability to provide exceptional customer service to a wide range of stakeholders in and beyond the campus community.
10. Advanced proficiency in Microsoft Office (Excel, PowerPoint) and Google Suite is required. Familiarity with higher education CRMs (e.g., Oracle/PeopleSoft), event management platforms (e.g., Campus Groups), cloud storage (e.g., SharePoint), project management software (e.g., Smartsheet) and website platforms (e.g., Drupal) is preferred.
11. Ability to effectively collect and interpret data to develop long-term operational strategies that advance the overall strategic and operational goals of the unit.
12. Skills in budget management, financial analysis, and resource forecasting. Knowledge of financial spreadsheets and basic best practices.
13. Ability to meet consistent attendance in person/on-site for regular office hours as well as off-hours special events as required.
14. Ability to interact with colleagues, supervisors, and customers face to face.
15. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
16. Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.

WORKING CONDITIONS

General office environment. The role requires the ability to move and set up event materials (lifting up to 20 lbs.) and travel to various on- campus locations for site management. Occasional travel off campus. Regular office hours are M-F 8:30-5:00. This position requires flexibility to work occasional evenings and weekends to oversee critical events and meet project deadlines, with the ability to flex time contingent upon the operational needs of the office and event schedules. This position is ineligible for the staff hybrid work program.


EEO Statement

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at View phone number on click.appcast.io to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.


.