Manager, Customer Relations and Operations

Overview

The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for the University of Wisconsin-Madison, is seeking a Manager, Customer Relations and Operations

to join the Alumni Relations and Engagement team!

The Manager, Customer Relations and Operations oversees administrative operations, customer service,  facility use, and divisional support functions for the Alumni Relations & Engagement (AR&E) division, including supervision of the customer relations team and part-time visitor engagement staff. This position ensures efficient business operations, exceptional constituent experiences, and a welcoming, service-oriented environment for staff, alumni, donors, volunteers, and campus partners. This is a hybrid position that will require you to work weekly in our Madison, WI office location.

Who is WFAA?The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW–Madison. We provide important engagement opportunities to link UW–Madison alumni to each other and to their alma mater, building a strong community of Badgers.

Diversity and Inclusion:

Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.  

Essential Functions

Operations 

• Oversee daily operations for constituent-facing and staff-facing services.
• Ensure a high-quality customer experience for visitors, alumni, donors, volunteers, and internal staff.
• Serve as primary liaison with the WFAA Facilities team, Building Services, IT, Security, 650 Building and Grounds Manager and other operational partners.
• Develop and maintain operational procedures for building access, shared resources, guest services.
• Collaborate with 650 Building and Grounds Manager on building-related communications to staff.
• Manage divisional equipment, parking and facility resources, space use and other shared assets
• Lead continuous improvement efforts that enhance operational efficiency and service delivery.

Customer Experience and Operations Team Leadership 

• Supervise Customer Relations and Operations Specialists (full time staff) and Visitor Engagement and Operations Associates (VEOAs) (part-time staff)
• Establish service standards and ensure timely, professional responses to constituent and staff inquiries.
• Ensure adequate staffing coverage for front desk operations, visitor services, events, facilities support, and special projects.
• Monitor workload distribution, staffing coverage, and service performance.
• Develop and maintain operational training resources and service documentation.
• Partner with teams across the organization to resolve constituent issues and identify service improvements.
• Oversee constituent-facing services, reception functions, guest interactions, and visitor experience initiatives to ensure a professional, welcoming environment.

Budget Administration & Resource Management 

• Manage  the materials and operations budget.
• Ensure compliance with organizational financial procedures and policies.
• Support annual planning and budget development processes.
• Manage inventory of supplies to support divisional activity and facility use.
• Establish tracking, inventory control and replenishment processes.
• Manage storage solutions and inventory documentation.
• Coordinate procurement of event and operational materials.

Divisional Administrative Support 

• Maintain divisional calendars and schedule division meetings and events.
• Manage logistics, technology support, meeting schedules, and presentation coordination.
• Partner with employee engagement committees and culture-focused groups to lead or support initiatives such as staff appreciation events, recognition programs, and team-building activities.

Qualifications

Required Qualifications:

• Associate's degree or higher or related work experience.
• 5+ years of progressive operational experience.
• 2 + years of supervisory experience.

Other Qualifications: 

• Demonstrated ability to manage a wide variety of distinct service functions, including supervision and expectation management.
• Ability to work collaboratively with a wide variety of internal stakeholders, to design efficient and effective processes aimed at meeting the needs of others, and to effectively manage multiple concurrent projects.
• Experience documenting procedures, maintaining knowledge resources, coordinating administrative workflows, or supporting programs and events. 
• Experience in a complex, service-oriented organization or environment. 

Work Environment and Physical Requirements 

• Office-based role with significant front desk, reception, and customer-service responsibilities; regular on-site presence is required. 
• Regular movement throughout office and nearby work locations. 
• Ability to lift and transport supplies, materials, or packages, occasionally up to 40 pounds. 
• Periods of standing, walking, bending, and working at a desk. 

At WFAA, we are dedicated to creating an inspiring, creative, and respectful work environment for our employees. We offer competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being. Click here to learn more about our employee benefits! 

The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (supportuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.