Administrative Program Manager​/Shared Services Hub Leader

Position: Administrative Program Manager 2/Shared Services Hub Leader
Location: Mansfield Depot

JOB SUMMARY The College of Liberal Arts and Sciences (CLAS) is seeking an Administrative Program Manager 2 to provide leadership within CLAS Shared Services for a cross-department Shared Services Hub serving multiple academic units across CLAS. Under the direction of CLAS Shared Services and the CLAS Shared Services Assistant Director, the incumbent will direct day-to-day administrative and academic support operations, manage intake, prioritization, and workload distribution, advance process improvements and service efficiencies, and serve as a primary liaison among supported departments, CLAS Shared Services, and college stakeholders to ensure responsive, consistent service delivery.

DUTIES AND RESPONSIBILITIES Manages and supervises assigned staff, including selecting, onboarding, training, assigning, managing, and reviewing work, coaching, providing performance feedback, and conducting performance evaluations. Establishes goals to ensure effective service delivery and operational performance. Leads daily hub operations across supported departments; establishes service standards and ensures consistent, high-quality customer service for faculty, staff, students, and visitors while balancing competing priorities and timelines.

Oversees day-to-day operations, including hub intake, triage, prioritization, and assignment workflows; ensures requests are accurately captured, tracked, and managed through the hub’s work management system in alignment with service goals and expectations. Applies prioritization guidelines and service targets to balance workload across staff based on deadlines, complexity, and available capacity; identifies and escalates resource constraints and service risks as needed.

Supports cross-training, coverage planning, and staff development to ensure continuity of operations, adequate service coverage, and operational resilience during absences and peak periods. Participates in administrative planning and in the evaluation and improvement of policies, procedures, and services; interprets and communicates applicable policies and procedures to staff. Develops, documents, and maintains standardized processes, reference materials, and a shared knowledge base;

analyzes processes and identifies inefficiencies, duplication, and rework, and implements improvements to enhance service delivery and operational effectiveness. Coordinates office coverage and onsite staffing needs; maintains coverage schedules and ensures continuity of service through cross-trained staffing and temporary reassignment of work as needed. Coordinates and/or performs advanced administrative support functions across operational and service areas, including event logistics, onboarding and offboarding support, communications coordination, and related administrative activities in support of departmental and hub operations.

Coordinates and/or performs administrative support for the academic portfolio across supported departments, including promotion, tenure, and review; faculty personnel processes; course scheduling; graduate program support; and related academic administrative functions, ensuring timely and accurate service. Coordinates and monitors business operations support activities, including purchasing and travel documentation, reimbursement tracking, records management, and confidentiality practices, in accordance with university and college policies.

Contributes to budget development by gathering and analyzing information, preparing recommendations, monitoring expenditures, and supporting management of approved program budgets in accordance with unit goals and funding requirements. Collects, analyzes, and reports workload, service, and operational metrics; prepares periodic reports for shared services leadership and departmental stakeholders; evaluates effectiveness and recommends adjustments to improve performance and service delivery. Coordinates and/or supports administrative processes related to applicable accreditation activities and, where relevant, clinical placement requirements, including documentation, deadline tracking, stakeholder communication, and compliance support.

Leads short- and…