Director - Event Staffing and Facility Operations | Western Michigan University

Kalamazoo, Michigan, General Summary Leads the hiring, training, and supervision of ushers and event staff for athletic events. Ensures a safe, inclusive, and welcoming environment at all athletic events. Collaborates to ensure appropriate staffing levels and address fan needs. Tracks and reconciles expenses related to event and facility operations. Major Duties HR Title for this position is Assistant Director, Event Staffing and Facility. Oversees the hiring, training, scheduling, and supervision of ushers, event parking attendants, and other event staff. Evaluates and monitors the effectiveness of services, policies, and procedures. Identifies and resolves operational issues. Updates and improves policies and procedures to enhance service delivery. Ensures excellent customer service is consistently provided. Collaborates with stakeholders to determine staffing needs for athletic home contests and other events. Develops and implements an effective training program focused on customer service, fan engagement, and guest safety. Coordinates identification checks and service training for selected individuals in accordance with applicable laws and University policies. Serves as the liaison to the business office to ensure accurate processing of expenses to the general ledger. Prepares division-specific business documents, submits invoices for payment, and reviews monthly expenses to confirm proper allocation. Troubleshoots game day operational needs and collaborates to develop and implement effective solutions. Ensures compliance with all applicable University, conference, and national governing body policies and procedures. Minimum Qualifications Associate’s degree or two years’ college coursework in a related field from an accredited institution. Three years’ relevant experience. Experience with athletic or large event management. Experience with customer service. Strong interpersonal, written, and verbal communication skills. Ability to work under pressure. Strong organizational skills. Proven attention to detail. Experience with budgeting, tracking hours and expenses. Ability to work irregular shifts and extended hours, including weekends and holidays required. Desired Qualifications Experience in reconciling accounts, accounting, or financial management. Management and/or oversight of a large group of employees. Five years’ customer service experience. Five years’ of collegiate or professional stadium and/or large arena event management experience. Physical Requirements and Working Conditions Moderate work occasionally working in difficult position or with physical demands such as continuously lifting or moving materials from 25 to 50 pounds and occasionally lifting or moving materials greater than 50 pounds. Work is performed with exposure to any number of elements which may occasionally require some precautions such as safety glasses, protective clothing, ear protection, etc. Western Michigan University offers generous benefits to its employees including health, dental, vision, life and disability insurance, retirement, and tuition discount for the employee and tuition remission for eligible dependents. To access information about the specific benefits available for this position, go to: https://www.wmich.edu/hr/enrollment-staff. Staff Compensation System pay grades and rates are available at: https://wmich.edu/hr/staffcompensation.