Associate Director, Facilities Customer Services, Albuquerque

Associate Director, Facilities Customer Services

29 Days Old

Assoc Dir,FS Customer Service

Requisition ID
req33829

Working Title
Associate Director, Facilities Customer Services

Position Grade
15

Position Summary

The University of New Mexico (UNM) is seeking a dynamic, service-driven leader to join our Facility Services team as the Associate Director of Customer Services. Reporting to the Assistant Vice President for Facility Services, this position provides strategic leadership and operational oversight for all customer service functions related to facilities requests, work order management, and client engagement across the UNM campus.

This role is essential to delivering timely, effective facility services, maintaining high levels of customer satisfaction, and ensuring alignment with the University's institutional goals and operational priorities. The Facility Services division-comprising Building &Landscape Services, Facilities Design & Construction, Facilities CustomerServices, and Technical Services-is responsible for maintaining more than10 million square feet of facilities and 680 acres of open space. The AssociateDirector will ensure an integrated administrative support model that adheres toinstitutional standards, promotes operational excellence, and supportsstrategic priorities across the division.

Key Responsibilities

Lead, supervise, and develop the Facility Services customer service team to ensure consistent, high-quality service delivery.
Serve as the primary liaison between Facility Services and campus clients-resolving service issues, providing timely updates, and escalating concerns when necessary.
Oversee the implementation, management, and optimization of the Computerized Maintenance Management System (CMMS), including end-user training and reporting functionality.
Establish and monitor customer service standards, key performance indicators (KPIs), and quality assurance protocols.
Manage operational processes related to work order lifecycle, material and supply tracking, and fleet management.
Coordinate closely with maintenance and operations teams to schedule and ensure timely completion of work orders.
Analyze service trends, metrics, and client feedback to identify opportunities for improvement and enhanced service delivery.
Collaborate with marketing and communications teams to deliver proactive and timely information to internal and external stakeholders.
Develop and manage annual budgets; monitor fiscal performance and prepare strategic reports to measure unit effectiveness.
Ensure compliance with all applicable university policies and state/federal regulations.

See the Position Description for additional information.

Conditions of Employment

Minimum Qualifications

Bachelor's degree; at least 6 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis

Preferred Qualifications

Proven experience managing a customer service team within a complex organizational environment, ideally in facilities maintenance or operations.
Proficiency in using CMMS platforms and managing facilities-related work order systems.
Strong customer service acumen with a demonstrated ability to build and maintain relationships and strategic partnerships.
Exceptional verbal and written communication skills, with the ability to resolve conflicts diplomatically.
Strong leadership and team-building skills, including staff training and development.
Ability to assess operational needs and implement policy and procedural improvements effectively.
Proficiency in budget development, resource planning, and data-driven reporting.
Experience fostering cross-functional collaboration between operational and administrative units.

Additional Requirements

Campus
Main - Albuquerque, NM

Department
FM Main Campus (821A)

Employment Type
Staff

Staff Type
Regular - Full-Time

Term End Date

Status
Exempt

Pay
Monthly: $5,619.47 - $8,044.40

Benefits Eligible
This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.

ERB Statement
As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.

Background Check Required
Yes

For Best Consideration Date
7/17/2025

Eligible for Remote Work
No

Eligible for Remote Work Statement

Application Instructions

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

To be considered for this position, applicants must submit the following materials:

Cover Letter - Addressing qualifications and interest in the role.
Resume - Including employment history, education, and relevant experience.
Three Professional References - Including names, titles, relationship to the applicant, email addresses, and phone numbers

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.

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Location:: Albuquerque
Job Type:: FullTime

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