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University of Washington
Seattle, WA Full-time
Posted on August 7, 2019
Req #: 170468
Job Location: Seattle Campus
Posting Date: 08/06/2019 
Closing Info: Open Until Filled 
Salary: Salary and benefits are competitive. Salary is commensurate with qualifications and experience. 
Limited Recruitment: Open to UW Employees only
If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply.
Shift: First Shift 
Notes: As a UW employee, you will enjoy generous benefits and work/life programs. 
For detailed information on Benefits for this position, click here.

Applications received by 8/19/2019 will receive priority consideration.  

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for five consecutive years.

The College of Arts and Sciences Shared Services center supports units in the Arts, Humanities, Social Sciences, and Natural Sciences, plus the Dean’s Office, in payroll, purchasing and other related business process areas.  Established in 2011, CASSS serves as an extension of department and school business offices, providing transactional expertise so that unit administrative staff can focus on higher-level instructional, research and outreach missions. CASSS team members are highly motivated problem solvers who enjoy a fast-paced work environment dedicated to superb customer service, accuracy, creativity, and continuous improvement.

Reporting to the Director of Shared Services, the Manager of Program Operations is responsible for the day-to-day management of shared services activities; supervision and development of CASSS team members; reporting; strategic planning; member-unit management; process documentation; and tool development/deployment.

Day-to-Day Business Management:
  • Monitor ticket volume and distribute workload among team members to maximize efficiency and accuracy
  • Update website daily to reflect volume and turnaround expectations
  • Lead morning team huddles to daylight challenges, discuss lessons learned, celebrate wins, and anticipate workload
  • Support team members throughout the day by checking progress and addressing stress points
  • Drive team culture by encouraging knowledge-sharing appropriate to daily workload and ticket details
  • Serve as high-level subject matter expert for HR, Payroll, Finance, and Foreign-National Visa systems and policies
  • Serve as first escalation point for emergent issues involving member units and/or central offices
  • Liaise with member units and central offices as appropriate to maximize transparency, address challenges and concerns, and drive idea generation for continuous improvement
  • Coordinate with Director to address emergent issues

    Staff Supervision and Development:
  • Conduct monthly one-on-one check-ins with team members to address issues, celebrate wins, and develop and monitor professional development plans
  • Conduct annual performance reviews with team members
  • Manage hiring and training of new staff members
  • Perform daily check-ins with team members (morning huddles and periodic one-on-one check-ins) to support workloads and to anticipate and address emergent issues
  • Plan and lead periodic team retreats and team-building activities

    Strategic Planning:
  • In coordination with Director, develop vision, mission, goals, and initiatives for the expansion of CASSS scope of service and organizational structure
  • Develop hiring strategies and allocate staff to align with CASSS’sevolving goals and scope
  • Develop and maintain a team ideas-board to motivate, capture and track continuous process improvement goals and initiatives
  • Plan and lead monthly team workshops to address ideas for continuous improvement

    Member-Unit Management:
  • Collect annual Delegation of Authority and purchasing opt-in documentation
  • Meet on a semi-annual basis with each unit administrator and staff to catalogue and evaluate emergent issues; celebrate wins; support (as appropriate to shared services work) unit-level process improvement efforts; and anticipate upcoming workloads
  • As appropriate on a case-by-case basis, work with unit administrators and staff to address emergent issues and clarify policies and procedures
  • In coordination with the Director, prepare new-unit onboarding materials and training, including website overview, RT access and management, business process workflows, and contacts
  • Assist Director with development of a comprehensive communication plan

  • Gather and publish monthly volume and turn-around metrics
  • Gather quarterly customer satisfaction data using surveys or interviews, as appropriate
  • Prepare quarterly consolidated metrics on customer satisfaction; overall volume; by-queue volume, by-unit volume; turn-around times by queue and team member; by-queue and team member error rate; volume, turn-around, and error-rate trends (quarter over quarter)
  • Prepare annual overview of Shared Services work for distribution to Divisional Deans and publication on website
  • Using data (as above) and in coordination with team and Director, anticipate future workload

    Process Documentation and Tool Development/Deployment:
  • Review, update and maintain business process maps published on shared services website
  • As new transaction areas are adopted, coordinate with team members, Director, member units, and central offices to create business process maps and/or checklists for publication on shared services website
  • In coordination with team members, Advisory Group, and member units, evaluate and update intake forms
  • Periodically assess intake form appearance and construction to maintain and streamline functionality and accessibility
  • In coordination with Director and in response to campus-wide standardization and optimization initiatives, evaluate new website functionality and ticketing systems

    Additional Projects

  • Bachelor’s degree (or equivalent experience)
  • Demonstrated success working collaboratively in a complex, customer-service-oriented, team environment
  • Minimum 3 years’ experience supervising staff members in a fast-paced, team environment
  • Minimum 3 years’ experience allocating staff and other resources strategically in an ever-changing technological and operational context
  • Demonstrated ability to communicate effectively with faculty, students, staff, and visitors from diverse backgrounds and academic cultures
  • Demonstrated experience onboarding and training new staff members in complex systems
  • Demonstrated experience orienting new staff members to complex customer environments
  • Demonstrated familiarity with HR, Payroll, foreign-national visa, and Procurement-related policies and systems
  • Demonstrated ability to implement new processes and technologies
  • Demonstrated ability to work collaboratively to develop and document business processes associated with new systems and work-streams
  • Demonstrated experience gathering, analyzing, and presenting complex performance metrics
  • Excellent organization skillsand demonstrated ability to work well in a high-pressure environment
  • Proven attention to detail and accuracy
  • Outstanding interpersonal and communication skills
  • Demonstrated ability to evaluate new technologies to advance business objectives
  • Demonstrated familiarity with continuous process improvement management strategies
  • Demonstrated ability to use EXCEL (formulas, pivot tables), Outlook, Visio, PowerPoint, and Word

  • Experience with University of Washington systems and accounting procedures
  • Demonstrated experience working in a shared services or similar organization

    Application Process:
    The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These assessments may include Work Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
  • Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

    The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

    The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or

    Open to UW Employees only
    If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply.