Associate Director of the Customer and Staff Support Center

The Presidio Trust, an innovative federal agency created to save the Presidio, is seeking an Associate Director for our Customer and Staff Support Center to serve as our department head in organizing, tracking, scheduling, and providing quality assurance for our planned and reactive park, infrastructure, and building maintenance. Once an Army base, the Presidio is a unique national park located in San Francisco at the edge of the Golden Gate. With 1500 acres rich with history, nature, and open space, the Presidio contains hundreds of restored former military buildings animated by more than 3,000 residents and 200 companies, including high tech start-ups, innovative non-profits, and other organizations that offer a welcoming mix of visitor experiences. On any given day at the Presidio, you'll find organizations pursuing new ideas, scientists conducting research, and people of all ages volunteering, learning, playing, and exploring.

Our ideal candidate has strong interpersonal skills, excellent staff management skills, and engenders a "can do" spirit that brings positive energy and enthusiasm to a newly created department. You bring mastery skills in advanced analytics, estimating, and data management; and in-depth knowledge and abilities in facilities management, park management, public administration, or a closely related field. You partner effectively with all departments within an organization, and explore alternative ways to steward the Presidio. You are organized, expeditious, and can juggle a busy schedule coordinating a variety of sequential actions across different functional teams, all with the highest level of customer service.

Applications received by March 4th, 2019 will receive first consideration. We are planning to hold the first round of interviews the week of March 11th, the second round of interviews the week of March 18th, make a job offer in March, and set a work start date in April 2019.

Responsibilities

  • Direct the formulation, development and administration of CSSC programs, policies, and procedures to ensure department and Trust goals and objectives are met. Centralize the physical plant customer service functions. Monitor performance through information analysis and reporting, manage customer feedback programs, and act as the division internal and external communication hub.
  • Work directly with the Work Order Desk Supervisor to manage the operations of the call center and creation of work orders in the CMMS (approximately 20,000/year) with work valued at over $20M. Manage the functional work load analysts to prioritize, schedule, and issue work orders to the functional units using a priority structure, staffing availability, and MRO inventory data.
  • Work with the work analysts to organize, interpret and produce data driven conclusions to help set operational tactics and strategies, manage the flow of work, and solve complex problems using statistical and trend analysis. 
  • Work directly with the Warehouse Supervisor to implement, manage, and maintain a MRO system including a rational inventory system to support the division's work load.
  • Work directly with the Inspection Supervisor to implement a QC/QA inspection system to assure quality and timely service delivery across all functional units.
  • Using data from the CMMS, prepare reports for Senior Management to provide information on division performance, efficiency, budget, and staffing issues. Maintain and continually update the workload budgets and coordinate with physical plant service units on the annual maintenance plan. Create tracking metrics and reports to assist managers in making consistent course corrections to meet annual labor and budget targets.
  • Report on the division's obligations for meeting on-time, on-cost, and on-quality service delivery standards.
  • Develop feedback systems to internal and external customers, continually gathering feedback concerning satisfaction and overall conclusions about services.
  • Develop and manage budget, track expenditures, and manage procurement for the department, ensuring accurate, timely and pertinent information to control costs and achieve financial goals.
  • Prepare annual business plans identifying operational goals.
  • Consistently research technology and industry standards and provide recommendations for operational improvements. Advise Division Chief on industry and operational trends.

Required

  • Bachelor's Degree in park planning, recreation management, landscape architecture, Reliability or Industrial Engineering, Industrial Maintenance, or a related field from an accredited college or university AND at least five (5) years of experience in park management or professional public administration in the planning and organizing of parks maintenance programs. OR ten (10) years of increasingly responsible experience in the maintenance of parks infrastructure including five (5) years of supervisory and management experience. An equivalent combination of education and/or experience may substitute for the education requirement.
  • Substantial, in-depth knowledge and understanding of methods, materials, tools, and equipment used in building, utility, and land maintenance and stewardship.
  • Good working knowledge of the professional principles, practices and concepts of management and stewardship, sufficient to serve as the technical authority.
  • Extensive knowledge and understanding of computerized maintenance management systems and construction, maintenance, and operations inventory systems.
  • Ability to provide leadership with data to improve the ratio of planned work to unplanned work with a target of zero breakdowns.
  • Ability to conceptualize and manage complex work programs and to develop work estimates and schedules in support of the division's functional units.
  • Ability to communicate clearly and effectively orally and in writing.
  • Ability to work effectively with diverse groups around strategies, policies, and work plans.
  • Supervisory aptitude and experience to lead, coach, and support a diverse professional staff of technical experts, program administrators, and supervisors.

Desired

  • Passion for working for a park, particularly the Presidio Trust, and maintaining park assets.
  • Optimistic and positive attitude with a demonstrated deep commitment to the highest level of customer service.
  • Valid California Driver's License

About the Presidio Land and Building Stewardship Team

Our mission is to make the Presidio thrive by keeping the land, buildings and infrastructure of this beautiful park in excellent shape and by providing outstanding customer service to everyone we meet. We are proud of our role in making the Presidio successful and look forward to welcoming you, our next leader, to help us continue to excel.

Background Investigation

The Presidio Trust has identified this position as subject to a standard employment background investigation, which shall consist of a review of applicable county, state and Federal criminal and civil records. An individual's granting of a background investigation and resulting report is voluntary, however, employment is contingent upon the successful completion of the investigation. The Trust may refuse to hire an individual, rescind an offer of employment, or review and terminate the employment of a current employee who does not successfully complete a background investigation.

Financial Disclosure

This position may require the completion of the U.S. Office of Government Ethics (OGE) Form 278, Public Financial Disclosure Report, both as a New Entrant into the position and annually thereafter. The purpose of the financial disclosure system is to assist employees and their agencies in avoiding conflicts between official duties and private financial interests or affiliations.

The Presidio Trust is an equal opportunity employer, offering a competitive benefits package.  To apply call (415) 561-5300 (Monday-Friday, 8 am – 5 pm) to request an application package, OR download the application from our website, www.presidio.gov, and mail the application to Employee Support Services, Presidio Trust, P.O. Box 29052, San Francisco, CA 94129-0052.