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Associate Director, IPO Service Center
Rutgers University in New Brunswick, New Jersey
Date Posted 05/10/2022
Admin-Other Administrative Positions
Employment Type
Application Deadline Open until filled

Position Details
Position Information

Recruitment/Posting Title Associate Director, IPO Service Center
Job Category Staff & Executive - Administrative & Support
Department IPO-Strategic Services
Rutgers, The State University of New Jersey, is a leading national research university and the state of New Jersey’s preeminent, comprehensive public institution of higher education. Established in 1766 and celebrated a milestone 250th anniversary in 2016, the university is the eighth oldest higher education institution in the United States. More than 70,800 students and 27,000 faculty and staff learn, work, and serve the public at Rutgers locations across New Jersey and around the world.
Rutgers University–New Brunswick took root over 250 years ago. We are the state’s most comprehensive intellectual resource—the flagship campus of Rutgers, The State University of New Jersey, as designated by the Association of American Universities. We are the region’s most high-profile public research institution and a leading national research center with a global impact.
Posting Summary
Rutgers, The State University of New Jersey, is seeking an Associate Director, IPO Service Center. Under the direction of the Senior Director, Nexus Administration, this position will develop and lead the newly established IP&O Service Center. The IP&O Service Center is a centralized office that is a one‐stop shop for services provided by all 28 IP&O departments. It is the first point of contact for all university community customer and internal staff non‐police emergency inquiries and service requests.
Among the key duties of this position are:
  • Identify process improvement opportunities across IP&O service departments and will consolidate and standardize service workflow functions related to intake, processing, and dissemination of information and data for all IP&O non‐police emergency offered services.
  • Responsible for defining and establishing standard operating procedures, policies, protocols, key performance indicators (KPIs) and metrics for the IP&O Service Center. These responsibilities will be applied to customer inquiry case management, administering the customer transaction life cycle, monitoring differing service level agreements when applicable, and ensuring alignment with service delivery providers for an accurate and efficient coordination of service delivery dispatch.
  • Serve and impact a global university community of 80,000, aligning with strategic goals to bring clarity, simplicity, and ease when accessing services provided by IP&O through established mechanisms.
Position Status Full Time
Hours Per Week
Daily Work Shift
FLSA Exempt
Grade 08
Position Salary
Annual Minimum Salary 94016.000
Annual Mid Range Salary 119000.000
Annual Maximum Salary 143984.000
Standard Hours 37.50
Union Description Admin Assembly (MPSC)
Payroll Designation PeopleSoft
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
COVID-19 Immunization Requirement
Under Policy 60.1.35 , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption.  Prospective employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster within two weeks (14 calendar days) of eligibility .  Based on current guidance, individuals are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of any COVID-19 vaccine authorized or approved for use in the United States by the United States Food and Drug Administration (FDA) and recommended by the Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control and Prevention (CDC).  Eligibility for a booster against COVID-19 varies and is explained on the University’s web site located at https://coronavirus.rutgers.edu/covid-19-vaccine .  Failure to provide proof of primary vaccination and booster will result in rescission of a prospective employee’s offer of employment and/or disciplinary action up to and including termination.
Seniority Unit
Terms of Appointment Staff - 12 month
Position Pension Eligibility ABP


Minimum Education and Experience
  • Bachelor’s degree or an equivalent combination of education and experience that demonstrates a thorough knowledge and understanding of the University structure and organization.
  • A minimum of five years’ experience in a senior leadership role at an academic institution with a focus on customer service administration.
Required Knowledge, Skills, and Abilities
  • Extensive knowledge and a proven track record in fostering collaborative, cross functional working relationships, developing high performing teams, and building partnerships to advance and sustain an efficient, effective, and customer centric service delivery model.
  • Proven ability to develop and communicate customer service objectives and align them with institutional and divisional goals.
  • Extensive knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management.
  • Proven experience in work control models for cross‐functional units and departments.
  • Strong working knowledge of data analysis and performance metrics using business management software.
  • Proven ability to plan and manage operational process for maximum efficiency and productivity.
  • Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
  • Experience in the development of complex reports; organizational, interpersonal, communication, and diplomatic skills; and computer literacy to include advanced word processing, presentation and publishing software and spreadsheet development.
  • Also, the ideal candidate must have the ability to think strategically and must understand the role and responsibilities of the division as well as departments within the division and the multiple missions of the university and its many constituencies.
Preferred Qualifications
  • Certification in Business Process Management (BPM)
  • Experience with business plan development and process management
  • Proven ability to develop innovative solutions for increased productivity
  • Superior negotiating skills in both internal and external settings
  • Masterful organizational, communication, and leadership skills demonstrated by previous professional success.
Equipment Utilized
Physical Demands and Work Environment
Special Conditions

Posting Details

Posting Number 22ST1604
Posting Open Date 05/09/2022
Special Instructions to Applicants
Regional Campus Rutgers University-New Brunswick
Home Location Campus Busch (RU-New Brunswick)
Location Details
Piscataway, NJ 08854

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Infection Control and Safety

This position is subject to all Rutgers University policies, including TB surveillance and other infection control and safety policies. Please review the Tuberculosis Surveillance Policy for additional information.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

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