Supervisor – Facilities Call Center; night shift Stanford Health Care

Facilities Services Response Center (FSRC) encompasses the five independent response centers that support the full scope of Facilities Services. As a unit, FSRC provides a broad range of operational support across Stanford Medicine.

As the driving force behind Stanford Health Care Facilities Services Response Center, you’ll lead a high-performing team that directly supports the clinical mission through seamless, behind-the-scenes operational excellence. This is a role where every call matters, and your leadership directly impacts patient experience, staff efficiency, and system-wide performance.

You will have a seat at the table with stakeholders across engineering, facilities, ambulatory clinics, and executive leadership — making this an ideal position for someone who thrives in high-visibility, high-impact environments. The role offers a rare blend of strategic influence and tactical execution and is perfect for someone who wants to be a bridge-builder, change agent, and culture driver all in one.

The ideal candidate is a resilient, emotionally intelligent leader who thrives in complex, dynamic environments. You are not just organized — you are operationally obsessed, with an eye for data-driven improvement, an instinct for triaging high-stakes escalations, and a passion for coaching others to be their best. You will be instrumental in optimizing workflows and driving operational excellence, utilizing your keen eye for data-driven improvement to implement innovative technological solutions.

You know how to balance urgency with empathy, ensuring that each interaction — whether with frontline staff or senior stakeholders — reflects Stanford Medicine’s commitment to excellence and compassion.

You are energized by process but motivated by people. You foster trust through accountability, celebrate wins loudly, and lead from the front when the pressure is on — whether during an emergency response activation or a routine day of high call volumes. If you’re looking to lead a team that is mission-critical, deeply collaborative, and constantly evolving, this is the role for you.

Under the direct supervision of the MGR-Fac Call Center, dispatches or manages a team that dispatches Facilities Personnel to emergency and non-emergency calls for service. Answers incoming phone calls and operates a computer dispatch system, monitors Enterprise Asset Management System (EAMS), and inputs incident reports into the computer system as needed. This position will be based in Menlo Park, CA but there are other Stanford Medicine Facilities Call Center sites around the San Francisco Bay Area that this position may need to visit and provide oversight of k schedules may include weekends and after-hours, including times when emergency response or special events may result in working outside of or beyond normally scheduled times, including being available to participate in on-call leadership rotation programs as needed.

Locations
Stanford Health Care

What you will do

Call Center and Service Request Operations Management:

• Oversee the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols.

• Monitor call and digital media volumes and routing to optimize staffing levels and maintain efficient response times.

• Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized.

• May supervise and lead a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests.

• Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.

• Organize regular team meetings, training sessions, and performance evaluations to support professional development and maintain high service standards.
Engineering, Maintenance, and Facility Management Support:

• Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness.

• Implement quality assurance…