Associate Director, Facilities Customer Services

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 Customer
Services, and Technical Services-is responsible for maintaining more than
10 million square feet of facilities and 680 acres of open space. The Associate
Director will ensure an integrated administrative support model that adheres to
institutional standards, promotes operational excellence, and supports
strategic 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.

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

• 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.

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.