Director of Customer Relations and Logistics
Dartmouth College, Hanover, New Hampshire, us, 03755
Director of Customer Relations and Logistics
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy
Overview Position Information:
Posting date: 01/19/2026
Open Until Filled: Yes
Position Number: 1128733
Position Title: Director of Customer Relations and Logistics
Hiring Range: Minimum $117,500 – Maximum $146,900
Union Type: Not a Union Position
SEIU Level: Not an SEIU Position
FLSA Status: Exempt
Employment Category: Regular Full Time
Scheduled Months per Year: 12
Scheduled Hours per Week: 40
Location: Hanover, NH
Remote Work Eligibility: Onsite only
Term Position: No
Grant Funded Position: No
Position Purpose The Director of Customer Relations and Logistics at Dartmouth College plays a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management (FO&M) department. This leadership position is responsible for overseeing customer relations, logistics, data analytics and operational strategy and coordination to support the efficient functioning of Facilities operations. This includes leading the strategic development of the resource management office to deliver an efficient, sustainable, and coordinated workflow that increases productivity and bolsters customer satisfaction.
Responsibilities Customer Relations/Resource Management Leadership and Strategy
Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting.
Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M.
Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders.
Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information.
Develop, review and update Service Level Agreements between FO&M and campus departments.
Develop and document processes/procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability.
Develop methodology for cataloging standard operating procedures.
Review departmental performance against industry standards (peers).
Logistical Planning and Oversight
Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process.
Develop replacement and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process.
Develop means and methods to make information accessible to technicians performing service, e.g., O&M manuals and associated drawings.
Develop, and implement, an inventory process for parts and supplies to support the work being done. This should be coordinated with the asset inventory, preventive maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and, after proposal is developed, manage the inventory operations.
Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow.
Serve as the functional expert on systems supporting the workflow, asset collection and inventory functions.
Culture and Employee Belonging
Demonstrates a commitment to inclusion and cultural awareness through actions, interactions, and communications with others.
Participates in division-wide diversity, equity and inclusion initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect).
Collaborates on other division and College initiatives as appropriate.
Demonstrates professionalism and collegiality appropriate to an environment welcoming to all.
Performs other duties as assigned.
Required Qualifications Education and Years of Experience
Bachelor’s degree or the equivalent combination of education and experience.
15+ years of relevant experience related to customer service, resource management and data analytics.
Minimum of at least 10 years of facilities management and supervisory experience.
Proficiency with computerized maintenance management systems and standard business applications.
Excellent communication and interpersonal skills with the ability to interact with diverse College constituencies.
Valid driver’s license and ability to qualify as a Dartmouth approved driver.
Excellent organization, analytical, and time management skills.
Knowledge of building construction and maintenance practices.
Preferred Qualifications
Comfortable making decisions in a fast-paced and complex environment.
Demonstrated commitment to sustainability.
Department Contact for Recruitment Inquiries Name: Celia Johnson
Email: Celia.G.Johnson@dartmouth.edu
Equal Opportunity Employer Dartmouth College is an equal opportunity employer under federal law. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications are welcome from all.
Other Employment Conditions Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Application Details Is driving a vehicle an essential function of this job? Yes
Supplemental Questions
Required fields are indicated with an asterisk (*).
How did you learn about this employment opportunity?
Current Dartmouth employee
Word of mouth
Mentioned on social, digital, or print media
jobs@dartmouth.edu email outreach
Recruiter
abilityJOBS
Chronicle of Higher Education
Glassdoor
Handshake
HigherEdJobs
HigherEdMilitary
Indeed
LinkedIn
Dartmouth’s Job Board
Other
If you would like to add more information to your answer, please specify here:
Documents Needed to Apply Required Documents
Cover Letter
Resume
Optional Documents
Additional Document #1
Dartmouth College Office of Human Resources | 7 Lebanon Street Suite 203 | Hanover, NH 03755 | Ph 603.646.3411 | jobs@dartmouth.edu
#J-18808-Ljbffr
Overview Position Information:
Posting date: 01/19/2026
Open Until Filled: Yes
Position Number: 1128733
Position Title: Director of Customer Relations and Logistics
Hiring Range: Minimum $117,500 – Maximum $146,900
Union Type: Not a Union Position
SEIU Level: Not an SEIU Position
FLSA Status: Exempt
Employment Category: Regular Full Time
Scheduled Months per Year: 12
Scheduled Hours per Week: 40
Location: Hanover, NH
Remote Work Eligibility: Onsite only
Term Position: No
Grant Funded Position: No
Position Purpose The Director of Customer Relations and Logistics at Dartmouth College plays a pivotal role in ensuring a seamless and positive experience for all customers of the Facilities, Operations and Management (FO&M) department. This leadership position is responsible for overseeing customer relations, logistics, data analytics and operational strategy and coordination to support the efficient functioning of Facilities operations. This includes leading the strategic development of the resource management office to deliver an efficient, sustainable, and coordinated workflow that increases productivity and bolsters customer satisfaction.
Responsibilities Customer Relations/Resource Management Leadership and Strategy
Develop, implement, and analyze metrics to measure performance through key performance indicators, business intelligence analytics, and associated reporting.
Develop and implement QA/QC responsibilities with FO&M working with the Senior Leadership Team in FO&M.
Develop methods to obtain, implement and analyze data related to feedback from customers including direct meetings and surveys with key campus stakeholders.
Develop and implement a communication plan for all customer/campus communications from FO&M to ensure consistent exchange of information.
Develop, review and update Service Level Agreements between FO&M and campus departments.
Develop and document processes/procedures/policies for FO&M and ensure they are aligned with high quality service delivery and sustainability.
Develop methodology for cataloging standard operating procedures.
Review departmental performance against industry standards (peers).
Logistical Planning and Oversight
Oversee the collection of asset data and integration into systems, the workflow and budgeting process. Using the data, create reports for the annual budget process.
Develop replacement and deferred maintenance schedules coordinated with information from the digital preventive maintenance program and facilities condition assessment. Make recommendations for the annual budgeting process.
Develop means and methods to make information accessible to technicians performing service, e.g., O&M manuals and associated drawings.
Develop, and implement, an inventory process for parts and supplies to support the work being done. This should be coordinated with the asset inventory, preventive maintenance schedule, lead times, and supplier contracts for materials. Recommend staffing levels and, after proposal is developed, manage the inventory operations.
Review and analyze how technology can better support the work of FO&M, making priority and budget recommendations with integration into the existing workflow.
Serve as the functional expert on systems supporting the workflow, asset collection and inventory functions.
Culture and Employee Belonging
Demonstrates a commitment to inclusion and cultural awareness through actions, interactions, and communications with others.
Participates in division-wide diversity, equity and inclusion initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect).
Collaborates on other division and College initiatives as appropriate.
Demonstrates professionalism and collegiality appropriate to an environment welcoming to all.
Performs other duties as assigned.
Required Qualifications Education and Years of Experience
Bachelor’s degree or the equivalent combination of education and experience.
15+ years of relevant experience related to customer service, resource management and data analytics.
Minimum of at least 10 years of facilities management and supervisory experience.
Proficiency with computerized maintenance management systems and standard business applications.
Excellent communication and interpersonal skills with the ability to interact with diverse College constituencies.
Valid driver’s license and ability to qualify as a Dartmouth approved driver.
Excellent organization, analytical, and time management skills.
Knowledge of building construction and maintenance practices.
Preferred Qualifications
Comfortable making decisions in a fast-paced and complex environment.
Demonstrated commitment to sustainability.
Department Contact for Recruitment Inquiries Name: Celia Johnson
Email: Celia.G.Johnson@dartmouth.edu
Equal Opportunity Employer Dartmouth College is an equal opportunity employer under federal law. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications are welcome from all.
Other Employment Conditions Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Application Details Is driving a vehicle an essential function of this job? Yes
Supplemental Questions
Required fields are indicated with an asterisk (*).
How did you learn about this employment opportunity?
Current Dartmouth employee
Word of mouth
Mentioned on social, digital, or print media
jobs@dartmouth.edu email outreach
Recruiter
abilityJOBS
Chronicle of Higher Education
Glassdoor
Handshake
HigherEdJobs
HigherEdMilitary
Indeed
Dartmouth’s Job Board
Other
If you would like to add more information to your answer, please specify here:
Documents Needed to Apply Required Documents
Cover Letter
Resume
Optional Documents
Additional Document #1
Dartmouth College Office of Human Resources | 7 Lebanon Street Suite 203 | Hanover, NH 03755 | Ph 603.646.3411 | jobs@dartmouth.edu
#J-18808-Ljbffr