Director, Facilities Operations

Detailed Job Listing:

job family: Managerial & professional 

STARS Requisition: 42770BR
University Job Title: Manager 3
Department Job Title: Director, Facilities Operations 

Grade: 25

Position Focus: 

Reporting to the Managing Director (MD), Facilities & Operations, leads and manages building operations and related systems for Evans Hall and all other Yale School of Management locations. Ensures day-to-day operations function at the highest level, informs system design and implementation, assesses performance/trends and pro-actively improves procedures/efficiencies, directs trade procedures/services, and implements policies for maintenance, facilities/operations services and physical plant. Leads, directs and manages staff and ensures the highest level of customer service.  Works collaboratively with other Facilities/Operations colleagues to ensure seamless service to the Yale SOM community.

Essential Duties: 

With thorough knowledge and understanding of academic and administrative programs, serve as a key resource and leader in support of a campus that is integral to SOM’s mission and objectives.

  1. Leads and develops opportunities for improving facilities and operations services by ensuring effective communications with all customer groups, benchmarking with professional colleagues, and developing effective relationships with central Yale departments, contracted service providers and other resources.
  2. Leads, directs and manages School’s facilities operations needs and determines the appropriate services required. Oversees day-to-day facilities operations to ensure school-wide needs are met at the highest level, including after-hours and weekend programming. 
  3. Works closely with peers/colleagues to understand academic and co-curricular programming, to ensure best planning and highest level of service to SOM community.
  4. Develops and implements policies and procedures pertaining to operations systems, facility use, health, safety, maintenance and preventive maintenance schedules.
  5. Ensures optimal use of systems for tracking, implementing and analyzing operational needs to support Yale SOM community at the highest level of service.
  6. Conducts building operations inspections, investigates and resolves issues, and coordinates repairs and maintenance at the highest level of service.
  7. Works collaboratively with Yale SOM facilities-related colleagues in Engineering, Events Management, Custodial, SOM Hospitality, Sustainability and Security to ensure seamless service and optimal operational experience for all users of the facilities.
  8. Interacts with Yale and external service providers to engage maintenance services, arrange for repairs, and obtain information and price quotes for programs as needed. Ensure superb overall management of projects (initiate, track, iterate, communicate, complete, document, close, maintain).
  9. Leads, directs and manages the mailroom and related services, including assessment and analysis of services, equipment, and systems; space management; hours of operation; etc.
  10. Oversee sale of SOM merchandise, including product selection, pricing, inventories and optimizing sales venues/mediums.
  11. Working closely with Yale Parking and Physical Plant, directs and manages the care and maintenance of the garages at Evans Hall.
  12. Directs and manages building access control, keys, security cameras, etc., systems and procedures. Perform periodic audits of access control and key systems.
  13. In concert with MD, participates in budget development process to ensure appropriate operating funds for building operations and services.  Monitors spending versus budget.
  14. Determines staff assignments, tool and equipment requirements, and procedures for projects and work requests.
  15. Plans, estimates, coordinates, and follows-up on repairs, maintenance, and trade projects at the highest level of service.
  16. Coordinates activities for service response with various trades; ensures timely, high-quality and on-budget delivery and completion of service work in buildings and surrounding areas. Monitors charges imposed by service providers.
  17. Develops detailed work plans and establishes daily assignment priorities and time schedules for staff as necessary, to deliver superb levels of service.
  18. Responsible for ensuring up to date maintenance programs and operating procedures are in place to meet all customer needs. Monitor preventive maintenance programs.
  19. Develop and proactively implement practices that promote and protect the health, safety, security, and the quality of work life for the school.
  20. Serves as part of School’s emergency response team, assisting with planning, preparation, and drills for emergencies and implementing plans during actual emergencies such as fire alarms and power failures.
  21. Leads, directs and manages a staff of Building Operations Coordinators.
  22. Other projects and initiatives as assigned.

Required Education & Experience: 

Bachelor’s degree in construction management, property management or a relevant field. 5 years related experience, or equivalent combination of skills and experience.

Required Skills & Abilities: 

  1. Demonstrated understanding of construction methods and building systems. Demonstrated high-level experience with work order systems and ability to manage multiple projects/activities simultaneously, to excellent outcomes.
  2. Superior demonstrated written and oral communication skills. Superior interpersonal skills. Superior ability to lead and manage teams.
  3. A team player that works well with other members of the SOM community (staff, faculty, students, guests, etc.).
  4. A leader with a positive and can-do attitude that supports the mission and goals of the school.
  5. Ability to handle crises as well as a wide range of short and long-term management issues. Ability to work successfully in a fast-paced and changing environment. Ability to represent the school well in working collegially with peers and colleagues within and outside the University.


Knowledge of HVAC controls is preferred. Global orientation; experience working across countries and regions, and fluency in more than one language.


  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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