Director, Business Services
Emerson College, Boston, MA, United States
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The Director, Business Services reports to the Associate Vice President, Facilities and Campus Services, and provides strategic leadership and fiscal oversight for the Business Services department, which includes a range of auxiliary operations such as the bookstore, print shop, mailroom, events, conferences and catering, vending, laundry, and dining services. The Director works closely with campus partners and external vendors to ensure that services drive operational excellence, meet the needs of the college community, and align with institutional goals. This role oversees vendor relationships, contract management, operational policies, and financial performance while supporting revenue generation and promoting high levels of customer service and operational effectiveness. The Director directly manages staff, department managers, a team of student workers, and an annual operating budget of approximately $15 million. Essential Job Duties
Hire, train, and supervise department managers and personnel to deliver exceptional performance and foster a culture of excellence. Manage vendor performance to ensure contractual obligations are met and that auxiliary services consistently achieve outstanding results, including sales performance, cost control, operational quality, service utilization, and customer satisfaction. Serve as the primary liaison between auxiliary services providers and campus stakeholders, ensuring alignment with institutional goals and community expectations. Lead and implement initiatives for auxiliary services to enhance financial performance, operational efficiency, service quality and exceptional experience for the Emerson Community. Propose policy and process changes as necessary to ensure that all support units are operating according to best practices and achieve measurable results. Develop and manage departmental budget to maximize efficiency, support revenue generation, and ensure fiscal accountability. Manage, monitor, and assist in negotiations for all outsourced vendor contracts. Oversee planning and execution of events and conferences for the division, ensuring high-quality experiences, seamless logistics, and alignment with institutional standards. Build and lead partnerships across campus and with external vendors to advance strategic goals and elevate the student and campus community experience. Perform other duties as assigned. Qualifications
Bachelor's degree in Business Management or equivalent experience required; MBA or other advanced degree preferred 7-10 years of progressive management and leadership experience required, including auxiliary services responsibility. Experience in a higher education environment preferred Demonstrated business and financial acumen, including revenue management, budgeting, and operational optimization required. Proven customer service expertise with a track record of translating insights into operational decisions required. Experience managing vendor relationships and service contracts required. Knowledge, Skills, and Abilities
Data-driven decision-making skills, with the ability to analyze operational metrics to continuously improve performance and service delivery. Excellent written and verbal communication skills with the ability to engage, influence, and build collaborative relationships across campus and with external partners. Exceptional strategic leadership with the ability to set direction, influence change, and drive excellence across multiple auxiliary service units. Strong financial and operational management skills, including budgeting, revenue optimization, and cost control. Ability to manage complex vendor relationships and service contracts to achieve operational and customer service goals. Strategic thinking, analytical skills, and ability to lead change across complex operations Exceptional customer service skills, with the ability to anticipate, understand, and exceed the needs of students, faculty, and staff. Strong organizational skills, with the ability to prioritize, manage multiple projects simultaneously, and execute with accuracy and efficiency. Exceptional attention to detail, follow-through, and accountability in all aspects of work. Physical Abilities
This position is generally sedentary in nature, movement throughout the area is required from time to time. Ability to have continuous oral and written communication with co-workers and supervisors is essential. Repetitive movements, occasional lifting of up to 10 pounds, reaching, lifting, stooping and the ability to read a computer screen, detect color-coding and read fine print will be expected. Work Environment
General office conditions. Exposed to moderate noise levels In-Office Expectations
This position is primarily a hybrid role with expected days in the office each week. The hybrid arrangement will be made upon hire. Candidates must reside within a reasonable commuting distance of the Boston campus to ensure operational effectiveness. This arrangement must be approved as outlined in the Remote Work Policy. Compensation: $104,000.00 - $130,000.00 annually, commensurate with experience. Grade of Position: 23-12E Employment Category: Regular Scheduled Weekly Hours: 36.25 Division of Physical & Digital Infrastructure In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week. Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits, such as life and disability coverage and commuter offerings, are available. Please refer to our benefits website for a full list of benefits and eligibility requirements.
The Director, Business Services reports to the Associate Vice President, Facilities and Campus Services, and provides strategic leadership and fiscal oversight for the Business Services department, which includes a range of auxiliary operations such as the bookstore, print shop, mailroom, events, conferences and catering, vending, laundry, and dining services. The Director works closely with campus partners and external vendors to ensure that services drive operational excellence, meet the needs of the college community, and align with institutional goals. This role oversees vendor relationships, contract management, operational policies, and financial performance while supporting revenue generation and promoting high levels of customer service and operational effectiveness. The Director directly manages staff, department managers, a team of student workers, and an annual operating budget of approximately $15 million. Essential Job Duties
Hire, train, and supervise department managers and personnel to deliver exceptional performance and foster a culture of excellence. Manage vendor performance to ensure contractual obligations are met and that auxiliary services consistently achieve outstanding results, including sales performance, cost control, operational quality, service utilization, and customer satisfaction. Serve as the primary liaison between auxiliary services providers and campus stakeholders, ensuring alignment with institutional goals and community expectations. Lead and implement initiatives for auxiliary services to enhance financial performance, operational efficiency, service quality and exceptional experience for the Emerson Community. Propose policy and process changes as necessary to ensure that all support units are operating according to best practices and achieve measurable results. Develop and manage departmental budget to maximize efficiency, support revenue generation, and ensure fiscal accountability. Manage, monitor, and assist in negotiations for all outsourced vendor contracts. Oversee planning and execution of events and conferences for the division, ensuring high-quality experiences, seamless logistics, and alignment with institutional standards. Build and lead partnerships across campus and with external vendors to advance strategic goals and elevate the student and campus community experience. Perform other duties as assigned. Qualifications
Bachelor's degree in Business Management or equivalent experience required; MBA or other advanced degree preferred 7-10 years of progressive management and leadership experience required, including auxiliary services responsibility. Experience in a higher education environment preferred Demonstrated business and financial acumen, including revenue management, budgeting, and operational optimization required. Proven customer service expertise with a track record of translating insights into operational decisions required. Experience managing vendor relationships and service contracts required. Knowledge, Skills, and Abilities
Data-driven decision-making skills, with the ability to analyze operational metrics to continuously improve performance and service delivery. Excellent written and verbal communication skills with the ability to engage, influence, and build collaborative relationships across campus and with external partners. Exceptional strategic leadership with the ability to set direction, influence change, and drive excellence across multiple auxiliary service units. Strong financial and operational management skills, including budgeting, revenue optimization, and cost control. Ability to manage complex vendor relationships and service contracts to achieve operational and customer service goals. Strategic thinking, analytical skills, and ability to lead change across complex operations Exceptional customer service skills, with the ability to anticipate, understand, and exceed the needs of students, faculty, and staff. Strong organizational skills, with the ability to prioritize, manage multiple projects simultaneously, and execute with accuracy and efficiency. Exceptional attention to detail, follow-through, and accountability in all aspects of work. Physical Abilities
This position is generally sedentary in nature, movement throughout the area is required from time to time. Ability to have continuous oral and written communication with co-workers and supervisors is essential. Repetitive movements, occasional lifting of up to 10 pounds, reaching, lifting, stooping and the ability to read a computer screen, detect color-coding and read fine print will be expected. Work Environment
General office conditions. Exposed to moderate noise levels In-Office Expectations
This position is primarily a hybrid role with expected days in the office each week. The hybrid arrangement will be made upon hire. Candidates must reside within a reasonable commuting distance of the Boston campus to ensure operational effectiveness. This arrangement must be approved as outlined in the Remote Work Policy. Compensation: $104,000.00 - $130,000.00 annually, commensurate with experience. Grade of Position: 23-12E Employment Category: Regular Scheduled Weekly Hours: 36.25 Division of Physical & Digital Infrastructure In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week. Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits, such as life and disability coverage and commuter offerings, are available. Please refer to our benefits website for a full list of benefits and eligibility requirements.