Senior Director - Business Services and Stakeholder Experience

The Senior Director â?? Business Services and Stakeholder Experience is a leadership position tasked with overseeing the strategic development, operations, and continuous improvement of business services across both the Omaha and Phoenix campuses with a focus on ensuring a frictionless and satisfactory stakeholder experience. This position requires a dynamic leader who can collaboratively bridge organizational goals with stakeholder needs, drive service excellence, and foster a culture of innovation and accountability.

Essential Functions

Core Responsibilities

University Values and Culture All times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.

Intranet Strategic Planning and Performance Oversight

• Acts as both a steward for the intranet's architecture and a champion for its users, continually refining the digital workspace to adapt to evolving institutional goals and the diverse requirements of stakeholders.
• Serves as the primary point of contact for intranet feedback, troubleshooting, and enhancement requests.
• Regularly assesses intranet structure to ensure alignment with the university's mission, strategic priorities, and regulatory requirements.
• Collaborates with IT, HR, Communications, and other departments to ensure the intranet supports institutional objectives and integrates seamlessly with other digital systems and platforms.
• Leads periodic review cycles to evaluate intranet effectiveness, implementing iterative enhancements based on data, feedback, and emerging technology trends, working closely with university departments to provide feedback on content needs.
• Enhances internal communication, knowledge sharing, and teamwork across the university community, resulting in increased employee satisfaction and productivity through streamlined access to resources and information.

Security Technology Infrastructure Planning and Operations

• Leads the Omaha and Phoenix campus security technology strategies, in collaboration with Public Safety, IT and leadership, including video surveillance and campus access systems.
• Supervises Card Services operations to ensure secure and convenient access to campus facilities and access to convenient prepaid payment platform to access campus dining services.

Parking Services

• Collaborates with facilities on parking inventory and signage.
• Develops annual parking plan, manages permit sales and parking enforcement operations, in collaboration with Public Safety.
• Collaborates with IT, HR and AIR on data and technology required to manage parking operations.
• Collaborates with campus partners on parking for special events.

Business Operations â?? Accounts Payable and TER Processing

• Responsible for accounts payable and TER processing, and collaboration with the Procurement department on continuous improvement opportunities for the procure to pay cycle.
• Recommends and implements strategies to improve transaction processing efficiency and cost, while collaborating with university leadership on change management and communication plans for effective implementations.
• Ensures the university's payment operations have strong internal controls and adhere to federal, state, and institutional regulations and policies.

Performance Management and Continuous Improvement

• Defines key performance indicators (KPIs) for areas of responsibility, such as intranet usage, engagement, and satisfaction.
• Benchmarks university practices against peer institutions to ensure competitive standards and innovative approaches.
• Responsible for determining the operational model to deliver assigned services and if services are outsourced for managing the vendor relationship, service levels and contract.

Fleet Management Strategy and Provision of Transportation Services

• Responsible for developing and oversight of the university's fleet management strategy to ensure effective purchasing and utilization of university-owned vehicles.
• Collaborates with Public Safety, Facilities, Athletics and other campus departments (Campus Ministry, Club Sports, etc.) to effectively and efficiently serve the recurring transportation needs of the campus community.

Education & Experience

• Bachelor's degree in Business Administration, Management, or a related field
• MBA preferred, but not required
• A minimum of 8-10 years of progressive experience in business services, operations management, stakeholder engagement, or a related field, with at least 3-5 years in a senior leadership or management role
• Demonstrated track record of leading cross-functional teams and managing projects or programs within a large organization
• Substantial experience in developing and implementing customer or stakeholder experience strategies that resulted in measurable improvements in service delivery and satisfaction
• Experience with change management and organizational transformation initiatives, particularly those focused on enhancing business services
• Proven ability to analyze business processes, identify gaps, and implement effective solutions to drive operational excellence

Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination. Creighton complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Applicants with disabilities needing reasonable accommodations to complete the application or hiring process should contact Human Resources at [email protected]. Creighton University seeks candidates who understand, respect, and can contribute to the University's mission and values.