Associate Director, SON Customer Experience

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

255 Crittenden Blvd, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

600220 SON Central Administration

Work Shift:

UR - Day (United States of America)

Range:

UR URG 114

Compensation Range:

$86,482.00 - $129,723.00

Responsibilities:

Independently lead and manage the provision of high-quality customer care in technical solutions and support, while ensuring the School of Nursing's systems operate efficiently and securely. Lead technology initiatives in collaboration with faculty and cross-functional teams to introduce and integrate innovative technology that enhances nursing education, including digital learning/collaboration, high-fidelity simulation, and augmented/virtual reality simulation tools. Collaborate with the University and Medical Center IT organizations to ensure technical alignment, efficiency, security, and cost containment. Significant industry knowledge, creativity, ingenuity and flexibility are expected. Directs and supervises professional staff and resources to ensure effective and efficient departmental operations and School objectives. This position will also perform analytics using multiple data sources to monitor trends, project outcomes, and creatively inform leadership decisions.

ESSENTIAL FUNCTIONS

• Independently establishing a culture of continuous improvement across technology related services for the School of Nursing. Leads, coaches, and develops team of service representatives to ensure meetings, classes, and day to day operations run as smoothly as possible for our faculty, staff, and students.  Reviews incidents logged in the ticket system to identify opportunities for improvement, trends in issues, and gaps in knowledge. Implement and evolve KPIs, surveys, and other strategies to ensure high quality technical and operational support across our education, research, and practice missions during normal business hours.
• Maintain and evolve the optimum portfolio of software to meet the needs of our diverse functions across the School in partnership with faculty and staff. Ensure software selections work within our University environment in collaboration with University and medical Center IT departments. Ensure the ITS team can install, support, and educate customers on the use of School of Nursing selected software solutions.
• Collaborate with relevant stakeholders to identify, select, and evaluate technology providers including internal University partners, external vendors and suppliers. Assess provider performance, negotiate contracts, and ensure compliance with the University's procurement policies. Cultivate and maintain positive relationships with technology partners. Address and resolve any issues, disputes, or escalations in a timely manner. Advocate for the School of Nursing's interests in partnerships. Collaborate with key stakeholders to facilitate the procurement of hardware and software solutions. Ensure that technology acquisitions align with the School of Nursing's IT standards and strategic vision.
• Direct projects and ITS operations Supporting education and other missions. Planning, purchasing, setting up, distributing, and supporting desktop/laptop solutions, mobile technology, simulation technology, audio visual technology, education software, and other evolving technical solutions. Represent School of Nursing interests on multiple cross campus teams including Educational Governance Council, Technical Advisory Council, and others.
• Manage knowledge initiative at the School of Nursing.  Establish guidelines and policies pertaining to knowledge centered support.  Ensure articles are created appropriately and updated as needed.  Ensure knowledge created is shared at appropriate levels to empower School of Nursing Faculty, Staff, and Students are empowered to resolve their own issues while maintaining privacy of administrative accounts, resources, etc.
• Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• Bachelors in technical field required
• 5 years experience in a technology related environment required
• 1-2 years management or leadership experience preferred
• or equivalent combination of education and experience required

KNOWLEDGE, SKILLS AND ABILITIES

• Strong communications skills
• Must be very customer focused
• Substantial experience with Windows and professional software such as MS Office

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.