Job Summary: Reporting to the Assistant Vice President of Facilities, the WildCARD Manager will lead and manage all aspects of the WildCARD Program (card services), including developing and implementing strategic plans, monitoring and analyzing financial data, establishing an excellent service delivery/customer service program, strengthening partnerships and synergies with NUPD and Facilities lock shops, and managing overall day-to-day operations. The role is responsible for strategically leading the WildCARD program, implementing best practices, identifying and implementing process improvements, standardizing and documenting procedures and processes, trouble-shooting equipment issues, and optimizing staff resources for the Evanston and Chicago campuses.
The role will support the department’s mission and values by exhibiting the following: inclusiveness, respect, initiative, collaboration, innovation, and accountability. The incumbent will strive to provide excellent service when performing job responsibilities and will practice safe work procedures, and follow safety rules at all times. Position’s Scope: The WildCARD manager serves as the lead of the card access program on campus. The role serves as the frontline manager who is responsible for the production of all Northwestern University identification cards, and collaborates for the provisioning of electronic access and services onto these cards. The role works closely with NUPD and Facilities lock shop. The role is responsible for leading and managing WildCARD staff and ensuring appropriate staff training and development. The role is responsible for the continued improvement of the WildCARD program.
Develops and implements a department-wide strategic plan reflective of University needs and aligned with University priorities, ensuring a highly professional service standard.
Manages the operations of the WildCARD Program to include issuing cards, managing custom requests and ensuring the integrity of WildCARD data.
Issues cards, maintains card history and the integrity of the card-issuing process.
Interacts and functions as the project manager for all internal installations and service request.
Manages stakeholder expectations and follows through effectively on requests for service by taking ownership of the problem and identifying solutions.
Provides data driven information and provides program enhancement recommendations, identifying process improvements to increase program efficiency and effectiveness. `
Interviews, hires, manages trains, develops and maintains appropriate staff levels to support programs; plans, assigns and reviews work activities.
Develops implements and trains staff in policies and procedures for operations.
Develops and implements a comprehensive service delivery program. Utilizes customer feedback to identify problem areas; appropriately implements process improvements based on feedback.
Develops reviews and analyzes financial and accounting records, verifies posting of revenue and monitors expenses on a monthly basis. Reconciles month-end postings to ensure accounting balance.
Prepares and maintains WildCARD fiscal year budgets.
Oversees and manages marketing aspects of the WildCARD Program.
Partners with Procurement to administer appropriate contracts and agreements with external suppliers and stakeholders.
Interacts, oversees hardware, software and platform vendors, and manages the timely ordering of badging supplies.
Designs, tests and modifies computer-based systems to meet organizational and user needs. In partnership with FMIT, updates systems data and prepares data for required uploads or downloads. Develops procedures to ensure systems integrity.
Analyzes and recommends equipment needs and service levels.
Plans and oversees all future phases of system installations.
Identify and implement solutions to improve the overall life cycle costs and performance of equipment and system assets.
Remains updated on technical advances in related areas. Researches future trends and best practices, as well as software and hardware solutions.
Performs other duties and responsibilities as assigned.
Minimum of a Bachelor of Science degree or equivalent in experience and education
Minimum of five years relevant experience
Knowledge of software and systems used in identification production
Minimum of two years of fiscal and supervisory experience in an educational environment; proven ability to successfully interact with faculty, staff, students and various on- and off-campus suppliers and vendors; proven ability to manage a budget; experience with a multi-tasking, multi-user network required
Strong oral and written communication skills, effective management and supervisory skills, technical and computer skills are required
Minimum Competencies: (Skills, knowledge, and abilities.)
Ability to lead through influence including guiding informal work teams
Excellent analytical and organization skills
Ability to self-motivate, multi-task and work in a fast-paced environment under deadlines
Effective written and verbal communication skills
Effective business acumen
Ability to foster positive collaborative work relationships with diverse stakeholders
Ability to identify and share industry best practices
Experience with basic project management and project prioritization
Preferred Qualifications: (Education and experience)
Five years relevant experience
Experience leading and training a team
Experience in customer service
Preferred Competencies: (Skills, knowledge, and abilities)
Specific experience in security and safety
Project management experience
Exceptional written and verbal communications
Exceptional business acumen
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 39344
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.