Program Operations Manager

26-Feb-2024

Yale Conference and Events

86818BR

University Job Title

Program Administrator

Bargaining Unit

None - Not included in the union (Yale Union Group)

Compensation Grade

Administration & Operations

Compensation Grade Profile

Associate (22)

Wage Ranges

Click here to see our Wage Ranges

Searchable Job Family

Administration

Total # of hours to be worked:

37.5

Work Week

Standard (M-F equal number of hours per day)

Work Location

Central Campus

Worksite Address

55 Whitney Avenue
New Haven, CT 06510

Position Focus:

Reporting to the Program Operations Director, the Program Operations Manager (POM) shall be responsible for operational projects, the creation and execution of a range of department conferences and events. As part of the YC&E program operations team, the POM is responsible for short and long-term planning and execution of academic year and summer programs. The POM will ensure the successful delivery of services and projects which contribute to the financial viability of YC&E.

Outline dining hall usage for summer programs and facilitate creation of reports to communicate client meals and needs to Yale hospitality. Work closely with Yale Hospitality to ensure policies and procedures are followed by programs. Manage/troubleshoot the execution of all summer programs in the dining halls, which includes daily meal plans, specialty space requests, and to go meals.

Strategically map out the use of all space during the summer for over 140 classroom and specialty spaces. This includes hundreds of complex program requests to maximize use of on and off -campus space and revenue.
Consult with internal departments on securing additional space for summer programs. Liaise with Athletics on indoor and outdoor space to accommodate program athletic courses. Manage all internal Yale classroom requests from end of May to early August. Provide University partners with reports regarding space usage for each week. Manages a roster of summer housing programs and serves as main point of contact for intern housing. Balance competing priorities to meet all program requirements and manage the delivery of services by working closely with both internal and external service providers contracted on behalf of YC&E. Leads service provider meetings with YC&E and communicates clients operational and programmatic requirements. Utilize Salesforce and StarRez event management databases to provide constant client communication and manage the workflow between the program and operations teams, as well as, other stakeholders. Will create processes to manage data, which includes reports to be distributed to University stakeholders.

Responsible for securing revenue-generating programs, fortifying client relationships that enhance Yale’s academic and financial mission, and identifying operational solutions that reduce overhead cost while producing greater operational efficiencies. Initiates and develops all aspects of a conference, event, or summer program budget, and works with the client to evaluate the appropriate price structure while managing interactions with internal and external service providers. Handles all aspects of program logistics for assigned academic year and summer programs; including on and off campus housing, food and beverage, space requests, media services, print, travel, etc. Provide comprehensive onsite management as dictated by programs. Provide a high level of customer service to guests and clients, ensuring that respect, responsiveness, and professionalism is demonstrated. Ensure that the experience of program participants and guests meets Yale's standard of excellence. Advise clients regarding line item expenses and ensure that the funding sources are sufficient to cover the program budget. Creates, tests, monitors, and maintains online CVENT conference web pages, registration forms, Attendee Hub virtual platform and apps. Consults registrants with registering, editing and cancelling registrations, payments and refunds.  Reviews standard and custom ad hoc registration reports for accuracy and troubleshoot as necessary. Manages relationships and creates systems with internal and external providers, including delivery of all services contracted by YC&E working closely with providers such as, Yale Hospitality, Media Services, Facilities, Athletics, Custodial Services, Security, and Yale Police, as well as local hotels, caterers, and others. 

Essential Duties

1.  In support of the overall mission, plans, directs and oversees programmatic activities. 2.  Develops, implements, and maintains operational policies and procedures. 3.  Manages program communications; identifies outreach potential, and promotes philanthropic and collaborative support of the program.   4.  Works closely with leadership, internal and external colleagues, and community residents to further develop and implement strategic plans.  5.  Identifies, solicits, and cultivates community partnerships and collaborations to assist in the development and growth of the program. 6.  Tracks all program activities and regularly informs leadership of progress on each initiative. Recommends structural or programmatic adjustments, changes or additions based on full knowledge of missions, goals, and objectives.  Develops metrics to identify and measure the success of the program.  7.  Assists in identifying and evaluating potential future funding sources, and contributes to the submission of grants and contracts supporting the program, including the annual submission and writing of all content areas and budgetary sections of grant applications. 8.  Develops and manages the program's operating budget.  9.  Manages the administrative infrastructure of the program. Manages human resources including staffing and hiring, supervision, performance development, counseling and discipline, if warranted. Oversees and manages information systems, facilities, and space needs.  10. May perform other duties as assigned.

Required Education and Experience

Bachelor's Degree in a related field and two years of related experience or an equivalent combination of education and experience.

Required Skill/Ability 1:

Proven record for superior customer service. Flexible upbeat team player.  Talented problem solver, able to react quickly and have composure under pressure.

Required Skill/Ability 2:

Excellent written and verbal communication skills, superior interpersonal skills. Demonstrated ability to multitask and deliver requested results

Required Skill/Ability 3:

Demonstrated experience with utilization of various technologies and software (Drupel, Salesforce, Excel, StarRez, Adobe Illustrator, PowerPoint and Word).  

Required Skill/Ability 4:

Excellent computer skills. Superior organizational skills and flawless attention to detail.  Quick study. Excels in fast paced, results oriented, community environment.

Required Skill/Ability 5:

Highly proficient at managing multiple priorities while exceeding client expectations.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

COVID-19 Vaccine Requirement

The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus