Director of Auxiliary Services & Business Support

The Office of Business, Hospitality and Auxiliary Services (BHAS) leads the University's foundational business services and is one of the many units under Finance and Operations . BHAS performs critical services to ensure our students, staff, faculty, and visitors have an exceptional experience on campus, including:

• All residence halls and University-owned leased apartments
• 36 dining concepts across campus 
• Hospitality services, including camps and conferences, the University Club, and Heinz Memorial Chapel
• University Logistics, including student and campus mail, surplus property, campus printing, and moving services
• Campus Mobility, including parking lots and garages, campus shuttles, and commuting opportunities
• Panther Central – the University’s one-stop shop for all campus needs including ID cards
• Campus retail operations, including three on-campus stores - The University Store on Fifth, Maggie & Stella's Cards & Gifts, and The Pitt Shop

We welcome you to BHAS, and invite you to explore our services, get to know our leadership team, and learn about our mission, vision, and values. For more information about BHAS, please visit our website at BHAS.pitt.edu  or follow us on LinkedIn . 

Oversees customer service operations and technical support. Develops and implements strategic plans and establishes policies and procedures. Oversees budgets, prepares equipment requests, and performs associated financial duties. Supervises staff, including hiring, performance reviews, and documenting disciplinary actions and other human resource administration.

Essential Functions 

• Oversees Panther Central (The University's 24 hours a day, 7 days a week concierge and ID Center), and Auxiliary Services' Business Systems Support Team.
• Leads, mentors, and manages a high-performing customer service team, including managers, supervisors, and front-line staff.
• Establishes clear performance goals and KPIs; regularly monitors and reports on team performance.
• Develops and implements customer service policies, standards, and procedures.
• Resolves escalated operational issues including customer service, quality assurance, and other special projects as assigned; resolves complex customer issues.
• Works cross-functionally with internal departments and responsibility centers.
• Analyzes customer feedback and metrics to drive continuous improvement initiatives.
• Oversees the selection, implementation, and optimization of customer service tools and technologies.
• Develops and maintains training programs to ensure staff are well-equipped to meet customer needs.
• Develops and monitors budget; may validate and pay invoices; may manage financial statements.
• Supervises staff, including hiring, performance reviews, and documenting disciplinary actions and other human resource administration; manages work schedules and approves timecards; provides professional development opportunities; distributes and reviews work.
• Conducts cost/benefit analyses for proposed IT projects as input to the organization’s IT roadmap. 
• Oversees project plans, including scope, schedule, and budgets for major projects. Tracks projects and reports status; resolves problems. Supervises and manages cross-functional projects.
   

sitting, standing, walking, lifting (up to 35 pounds), carrying, reaching, pushing, and pulling.