Job Description

Salary Grade

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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 $52,705 and $66,672, 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.

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POSITION OBJECTIVE


The Operations Manager provides strategic and operational oversight for the facilities, systems, and data infrastructure that activate Sears think[box] as a dynamic hub for creativity, knowledge exchange, and cross-disciplinary collaboration. Working with a high degree of independence under the guidance of the Director for Business Operations, this position plays a critical role in maintaining, improving, and connecting the myriad digital and physical systems integral to think[box]'s daily operations.


The operations manager applies a systems-level perspective to streamline workflows, automate routine processes, and strengthen cross-team collaboration. The incumbent will act as the primary liaison between think[box] and Case Western Reserve University [U]Tech and Facilities personnel, acting as a key decision maker for all internal information technology and facilities operations. Key responsibilities include internal oversight of IT platforms, facilities coordination, data collection and analysis, and Welcome Desk operations, ensuring seamless experiences for users and staff alike.



ESSENTIAL FUNCTIONS

Operations and System Management: design, implement, document, and continuously improve upon digital and physical systems that enable Sears think[box] to operate efficiently and sustainably. Manage a suite of hardware, software, and information systemsincluding Airtable databases, scheduling tools, access control, data collection dashboards, and the think[box] websitecritical to operational excellence. Recommend, develop, and manage customized tools and workflows that automate routine processes, improve cross-team collaboration, and enhance efficiency. Evaluate commercial options and collaborate with internal and external stakeholders to deliver robust, original solutions when precedent is unavailable. Oversee welcome desk operations to ensure a consistent and professional user experience, recruit, train and manage a rotating team of graduate and undergraduate student workers. Present novel operational workflows, tools, and other initiatives to peer institutions at conferences to promote Case Western Reserve University's position of leadership in innovation and entrepreneurial activities on an international stage. (40%) Technology Management, Support, and Mentorship: serve as the primary think[box] liaison to University Technology ([U]Tech) and act as a key decision-maker to direct the purchasing, implementation, and administration of university hardware and software systems vital to think[box] operations. Lead or support the onboarding (waking up) of new equipment and technologies and ensure seamless integration with existing infrastructure, training systems, and data collection tools. Identify, analyze, and resolve IT issues in conjunction with [U]tech. Advise think[box] leadership on IT infrastructure planning, equipment selection and integration, and system design to support fabrication, research, and outreach activities. Provide IT technical support, mentorship, and trainings to think[box] users (includes students, researchers, faculty, staff, and entrepreneurs) through one-on-one meetings and think[box] programs. (25%) Facilities Management: serve as an internal primary point of contact for Facilities Services for requests, repairs, upgrades, and maintenance within the Richey-Mixon Building. Partner with Facilities Services, Access Services, the Veale Athletic Center, and external vendors to ensure safe, efficient, and sustainable operations across all seven floors. Manage internal access controls and environmental services. Support capital planning, major equipment installations, and space upgrades to align with evolving operational and strategic needs with multiple such projects on the near and distant horizon, (e.g. PA system upgrade, threshold sensor system, machine usage monitoring system, Floor 2 upgrades). Manage external services such as custodial and security. Participate in capital projects and major equipment upgrades. (20%) Data, Reporting, and Special Projects: develop and maintain systems for collecting, analyzing, and visualizing operational and user data to inform decision-making, resource allocation, and storytelling. Produce clear, effective documentation for internal systems and processes. Create reports and presentations that visually communicate key performance indicators (KPIs) to internal and external stakeholders. Lead assigned and self-directed special projects, including piloting and evaluating new systems and technologies that enhance user experience and operational outcomese.g. check-in kiosks, sensors for machine and usage monitoring, and 3D printer filament recyclingand other innovative programs. Provide mentorship and technical support to students and staff contributing to or requiring data or systems-related initiatives. (10%)


NONESSENTIAL FUNCTIONS


Perform other duties as assigned. (5%)



CONTACTS


Department: Continuous contact with full-time think[box] professional staff and student technicians to produce, establish, and facilitate think[box] operations.


University: Frequent contact with a wide variety of university departments, offices, and programs. Frequent contact with [U]Tech, Development, Admissions, Security, Building Services, and Parking Services to facilitate core think[box] operations, advise on needs, and participate in planning meetings.


External: Regular ongoing contact with a variety of hardware and software service providers to design, implement, evaluate, and update organizational systems. Regular contact with peer spaces and partners to benchmark and discuss best practices. Moderate to regular contact with users of think[box] to answer questions, participate in planning meetings, administer evaluation surveys, etc.


Students: Continuous contact with student workers including Makerspace Technicians and Programming Assistants. Continuous contact with student Welcome Desk Workers to recruit, hire, and manage a team responsible for providing exemplary customer service. Regular contact with students to provide technical mentorship and programming.



SUPERVISORY RESPONSIBILITIES


Recruit, train, and manage a team of undergraduate and/or graduate student workers.



QUALIFICATIONS


Experience: 3 to 5 years of experience in operations, systems and facilities management, information technology, or a related field with a proven record of project management, systems design, user experience, documentation, and/or software development. Prior experience within an educational, industrial, or non-profit environment is a plus. A collaborative approach to problem solving is essential.


Education: Bachelor's degree required.



REQUIRED SKILLS

Excellent communication skills, both written and oral, including for process documentation. Excellent project management and organizational skills. Excellent collaboration skills both internally and with external partners and stakeholders. Proficiency with workflow and data management platforms (e.g., Airtable, Google Workspace, or equivalent). Demonstrated ability to design, implement, evaluate, and maintain advanced information technology systems. Demonstrated ability to research, benchmark, and find or create innovative solutions where there are no precedents. Demonstrated ability to make decisions and deliver results with minimal supervision. Demonstrated knowledge of human-centered design. Commitment to innovate and expand the role's value to the organization. Commitment to high professional ethical standards. Commitment to delivering quality solutions and "getting the job done". Open to direction and feedback. Committed to operational excellence and leadership. 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. Ability to meet consistent attendance. Ability to interact with colleagues, supervisors, and customers face to face.


WORKING CONDITIONS


The employee's responsibilities will involve working with a variety of software applications, sensors, projectors, and other IT equipment, as well as manual and computer-controlled machines used for woodworking, metalworking, welding, and electronics fabrication. Also present within the Makerspace are materials and processes related to molding, casting, 3D printing, and other advanced fabrication techniques. If any aspects of the role require it, appropriate personal protective equipment will be provided as needed. Some travel may be required for benchmarking, conferences, or presentations. Flexible hours including occasional evening and weekend coverage may also be necessary.

EEO Statement

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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

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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 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.


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