Director of Business Services

Department Administration & Finance

Compensation

General Description

The Director of Business Services, reporting to an Assistant Vice President or higher, provides leadership, direction, and operational oversight for a diverse portfolio of auxiliary and business service functions at the University of North Florida. This position ensures the effective delivery of services through a combination of direct operations, third-party contract management, and hybrid service models, aligning operations with institutional priorities and advancing service excellence across campus. Key areas of responsibility include oversight of the Bookstore, Convenience Copier and Pay-for-Print services, Food Services, Pouring Rights, Retail Leases, ID Card and Ozzie Bucks programs, Logo Royalties, Vending, Postal Services, Osprey Print and Ship, the Golf Learning Center, and the Business Services Office.

Functions / Essential Duties and Responsibilities

• Direct and oversee the full portfolio of Business Services operations, ensuring consistent, high-quality service delivery across multiple service lines that support 17,000+ students, faculty, staff, and campus visitors annually.
• Develop, negotiate, and administer complex third-party contracts and partnerships, managing agreements that generate significant auxiliary revenue and achieve measurable cost savings and service performance improvements.
• Establish, manage, and monitor operating and capital budgets across all assigned units, maintaining fiscal accountability and achieving annual financial targets with minimal variance (e.g., within ±2–3%).
• Lead strategic planning and program development for Business Services functions, implementing new initiatives and service enhancements that improve operational efficiency, expand offerings, increase utilization rates year over year, and strengthen the institution’s overall financial stability.
• Oversee and optimize technology systems and software supporting Business Services operations (e.g., ID card systems, POS platforms, print management), ensuring system reliability, data integrity, and service uptime exceeding established benchmarks (e.g., 99% availability).
• Evaluate performance and drive continuous improvement using key performance indicators (KPIs), customer feedback, and operational data to increase customer satisfaction and operational effectiveness (e.g., achieving measurable improvements in satisfaction scores).
• Ensure compliance and risk management across all operations by adhering to university policies, regulatory requirements, and contractual obligations, maintaining audit readiness and minimizing compliance-related findings.

Marginal Functions

• Represent Business Services on university committees, task forces, and working groups to provide subject matter expertise and support institutional initiatives.
• Assist with special projects, feasibility studies, and pilot programs that evaluate new services, technologies, or partnership opportunities.
• Support emergency operations, continuity planning, and incident response efforts to ensure uninterrupted delivery of critical business services.
• Review and contribute to policy development, updates, and procedural documentation impacting auxiliary and business service operations.
• Participate in professional development activities, conferences, and industry benchmarking to remain current on best practices and emerging trends.
• Provide input to campus planning efforts, including facility design, renovations, and service integration for new or existing spaces.
• Respond to inquiries, issues, or escalations from campus stakeholders and external partners as needed to support overall service effectiveness.

Supervisory Responsibilities

• Supervise a team of administrative and professional staff within the Business Services unit, providing clear expectations, guidance, and accountability for performance outcomes.
• Hire, onboard, and train staff to ensure alignment with departmental goals, university policies, and customer service standards.
• Evaluate employee performance through regular reviews, goal setting, and feedback, ensuring achievement of individual and departmental objectives.
• Coach and develop staff by identifying professional development opportunities, supporting skill enhancement, and preparing employees for increased responsibilities.
• Assign and prioritize work to ensure efficient operations and timely completion of departmental functions and initiatives.
• Partner with Human Resources to support workforce and operational needs within the Business Services unit.
• Foster a collaborative, inclusive, and service-oriented work environment that promotes teamwork, accountability, and continuous improvement.

Core Competencies

Behavioral

• Strong verbal and written communication skills with the ability to effectively engage and influence internal stakeholders, external partners, and senior leadership.

• Commitment to delivering exceptional service experiences, resolving issues proactively, and maintaining high levels of customer satisfaction across diverse service areas.
• Ability to analyze complex operational and financial issues, evaluate alternatives, and implement sound, data-driven decisions in a timely manner.
• Skill in building and maintaining collaborative partnerships with vendors, campus departments, and external stakeholders to achieve mutually beneficial outcomes.

Technical

• Familiarity with enterprise systems supporting point‑of‑sale, ID card management, payment processing, and reporting tools, combined with knowledge of auxiliary enterprise operations such as retail, dining, print services, and ID systems within a higher education environment.
• Ability to interpret data, establish key performance indicators (KPIs), and leverage analytics to drive operational improvements and measure success.

Required Qualifications

Preferred Qualifications

• Experience managing a golf course or training facility is highly desirable.

Statement(s) of Understanding

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.

The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator

Equal Opportunity

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

Carnegie

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University’s collaboration with community partners from the local to the global level. It reflects UNF’s mission to contribute to the public good and prepare educated, engaged citizens.