Operations Manager

POSITION OBJECTIVE

The Operations Manager provides strategic and operational oversight for the facilities, systems, and data infrastructure that activate Sears think[box] as a dynamic hub for creativity, knowledge exchange, and cross-disciplinary collaboration. Working with a high degree of independence under the guidance of the Director for Business Operations, this position plays a critical role in maintaining, improving, and connecting the myriad digital and physical systems integral to think[box]'s daily operations.

The operations manager applies a systems-level perspective to streamline workflows, automate routine processes, and strengthen cross-team collaboration. The incumbent will act as the primary liaison between think[box] and Case Western Reserve University [U]Tech and Facilities personnel, acting as a key decision maker for all internal information technology and facilities operations. Key responsibilities include internal oversight of IT platforms, facilities coordination, data collection and analysis, and Welcome Desk operations, ensuring seamless experiences for users and staff alike.

Design, implement, document, and continuously improve upon digital and physical systems that enable Sears think[box] to operate efficiently and sustainably. Manage a suite of hardware, software, and information systems
¿ including Airtable databases, scheduling tools, access control, data collection dashboards, and the think[box] website
¿ critical to operational excellence. Recommend, develop, and manage customized tools and workflows that automate routine processes, improve cross-team collaboration, and enhance efficiency. Evaluate commercial options and collaborate with internal and external stakeholders to deliver robust, original solutions when precedent is unavailable. Oversee welcome desk operations to ensure a consistent and professional user experience, recruit, train and manage a rotating team of graduate and undergraduate student workers.

Present novel operational workflows, tools, and other initiatives to peer institutions at conferences to promote Case Western Reserve University's position of leadership in innovation and entrepreneurial activities on an international stage. (40%)

Serve as the primary think[box] liaison to University Technology ([U]Tech) and act as a key decision-maker to direct the purchasing, implementation, and administration of university hardware and software systems vital to think[box] operations. Lead or support the onboarding (
¿ waking up¿) of new equipment and technologies and ensure seamless integration with existing infrastructure, training systems, and data collection tools. Identify, analyze, and resolve IT issues in conjunction with [U]tech. Advise think[box] leadership on IT infrastructure planning, equipment selection and integration, and system design to support fabrication, research, and outreach activities. Provide IT technical support, mentorship, and trainings to think[box] users (includes students, researchers, faculty, staff, and entrepreneurs) through one-on-one meetings and think[box] programs.

(25%)

Serve as an internal primary point of contact for Facilities Services for requests, repairs, upgrades, and maintenance within the Richey-Mixon Building. Partner with Facilities Services, Access Services, the Veale Athletic Center, and external vendors to ensure safe, efficient, and sustainable operations across all seven floors. Manage internal access controls and environmental services. Support capital planning, major equipment installations, and space upgrades to align with evolving operational and strategic needs with multiple such projects on the near and distant horizon, (e.g. PA system upgrade, threshold sensor system, machine usage monitoring system, Floor 2 upgrades).

Manage external services such as custodial and security. Participate in capital projects and major equipment upgrades. (20%)

Develop and maintain systems for collecting, analyzing, and visualizing operational and user data to inform decision-making, resource allocation, and storytelling. Produce clear, effective documentation for internal systems and processes. Create reports and presentations that visually communicate key performance indicators (KPIs) to internal and external stakeholders. Lead assigned and self-directed special projects, including piloting and evaluating new systems and technologies that enhance user experience and operational outcomes
¿ e.g. check-in kiosks, sensors for machine and usage monitoring, and 3D printer filament recycling
¿ and other innovative programs. Provide mentorship and technical support to students and staff contributing to or requiring data or systems-related initiatives. (10%)

Perform other duties as assigned. (5%)

Continuous contact with full-time think[box]…