South Midwest HERC

Description:

Provides senior level leadership, strategic direction, and operational authority for a complex, multi-million dollar portfolio of customer-facing, revenue, generating auxiliary enterprises that support student life, enhance the campus experience, and advance the academic mission. Leads the Auxiliary Services enterprise with full accountability for service quality, customer satisfaction, operational effectiveness, and financial sustainability. Directs both the strategic execution and ongoing operations of Auxiliary Services programs, including dining and catering, campus stores, related event services, and other student and campus serving enterprises. Provides direct leadership, coaching, and performance oversight for Auxiliary Services management staff and directors, holding leaders accountable for customer experience outcomes, financial results, and operational performance. Reports to the Senior Associate Vice President and exercises delegated executive authority within institutional approval frameworks, functioning as the primary contract authority for Auxiliary Services operations and escalating strategic, financial, or capital decisions as appropriate.

1. Drives enterprise financial and service strategy by directing the development of long term and annual financial projections and executing entrepreneurial business models that deliver high quality service, continuous improvement, and sustainable operating performance across multiple auxiliary enterprises with independent revenue streams.

2. Exercises executive authority over Auxiliary Services operations, actively directing day-to-day performance to ensure service excellence, operational continuity, and alignment with institutional priorities.

3. Deploys and enforces systemwide performance management tools, including contract compliance systems, dashboards, and reporting platforms to monitor service quality, sales activity, and financial outcomes.

4. Holds Auxiliary Services units and vendors accountable through standardized operational monitoring, performance review processes, and executive-level reporting provided to senior leadership.

5. Leads contract strategy and vendor governance for all auxiliary agreements, including food services, campus stores (bookstores), pouring rights and vending, and auxiliary leases; oversees high-value, long-term master service agreements and ensures contractual, financial, and customer service expectations are met or exceeded.

6. Establishes and enforces enterprise contract oversight frameworks, including compliance protocols, performance standards, service-level expectations, and corrective action processes to ensure consistent accountability and risk mitigation.

7. Sets and executes pricing strategy for Auxiliary Services programs, including residential and commuter meal plans, learning materials, and other rates and charges, balancing affordability, access, service value, and long-term financial sustainability.

8. Defines, monitors, and acts on key performance indicators (KPIs) to drive improvements in service quality, customer satisfaction, operational efficiency, and financial performance across the Auxiliary Services enterprise.

9. Leads service excellence strategy by establishing enterprise service standards, reviewing customer satisfaction and feedback data, and directing corrective actions to resolve service deficiencies and elevate the campus experience.

10. Shapes auxiliary policy and operating standards by partnering with institutional leadership, departments, and campuses; ensures vendor brands, operations, and service models align with institutional values, expectations, and strategic priorities.

11. Directs outreach and engagement strategy to ensure Auxiliary Services programs are clearly communicated, understood, and effectively utilized by students, faculty, staff, and campus partners.

12. Owns financial and operational reporting for auxiliary master agreements, delivering executive-level analysis of operating results, financial risks, service outcomes, and strategic opportunities through weekly, monthly, and annual reporting to senior leadership.

13. Translates industry intelligence into action, leveraging national auxiliary services trends, benchmarks, and best practices to strengthen service quality, innovation, financial performance, and enterprise resilience.

14. Evaluates, prioritizes, and approves investments in technology, systems, and business processes that enhance customer experience, operational integration, data transparency, and enterprise effectiveness.

15. Sets strategic direction for innovation, guiding the adoption of new auxiliary service models and emerging technologies; establishes enterprise priorities that improve service delivery, scalability, and operational performance.

16. Directs Auxiliary Services capital planning and execution, including construction, renovation, and refresh projects; oversees brand implementation, equipment lifecycle management, and capital improvements within delegated authority thresholds, in coordination with the Senior Associate Vice President for Administration and Facilities.

17. Performs other duties as assigned.

MQ: Requires application of advanced principles, techniques and theory in a professional discipline or a thorough general business management knowledge. Knowledge of this level is typically obtained through a directly job-related Master's degree or equivalent formal training in a recognized field of specialization that is directly related to the type of work being performed.

Requires a minimum of seven (7) years of directly job-related experience.

Additional Posting Information:

Requires a minimum of (7) to (10) years of progressively responsible, direct higher education auxiliary services leadership experience, including accountability for multi?million?dollar auxiliary operating budgets, multiple enterprise operations, and long?term master service agreements.

Experience must include direct decision?making authority for auxiliary financial performance; multiple years of experience developing pricing and fees for residential meal plans; contract governance; procurement and vendor oversight; and accountability for service quality and customer experience outcomes.

Experience must reflect increasing scope of authority and demonstrated executive?level decision?making responsibility within higher education revenue?generating auxiliary enterprises.

Certified Auxiliary Services Professional (CASP) or comparable auxiliary services certification preferred but not required.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.