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Assistant Director of Service Operations

Work type: Officer of Administration

Categories: Business Administration/Management, Human Resources

Department: Central Business Services Office

Appointment Type and Duration: Regular, Ongoing

Salary: $65,000 - $75,000 per year

Compensation Band: OS-OA06-Fiscal Year 2025-2026

FTE: 1.0

Application Review Begins

September 22, 2025; position open until filled

Special Instructions to Applicants

Please include your resume and three professional references with your online application.

The CBSO is committed to finding the best candidate for this role, which may be someone with a less traditional background. If you’re excited about the position, we encourage you to apply, even if you don’t meet every preferred qualification. In your application, tell us what draws you to this opportunity and how your transferable skills and experiences would help you succeed.

To request a copy of the full position description, please email [email protected].

Department Summary

The Central Business Service Offices (CBSO), a shared service office, provides service within the Office of the Provost portfolio. The CBSO offers holistic support in the areas of Finance, Human Resources, Payroll, Purchasing, Contracting, Travel, and Accounts Payable.

The mission of the shared services group is to provide consistency through centralized services, offering our expertise in processing a wide variety of financial and human resources transactions and functions including acting as a liaison to the Business Affairs Office, Purchasing and Contracting Services, and University Human Resources, and Payroll Administration. We are committed to providing superior customer service, collaboration, and implementing fair, consistent, and equitable practices for all our partners to ensure their needs are fulfilled to the highest standard.

The CBSO provides shared services for several organizations within the Office of the Provost portfolio including:

Ballmer Institute for Children’s Behavioral Health

College of Design

School of Journalism & Communication

College of Education

Clark Honors College

Lundquist College of Business

The units supported by CBSO constitute a large business enterprise consisting of more than 3,500 employees and a total budget of more than $140 million in budgeted operations funds. There are additional operations funds such as foundation funds, research funding, designated operations, and other non-general funds, an estimated $15M before foundation funds. The CBSO works with multiple employee category types funded from various sources such as sponsored, gift, foundation, and research, outreach, and designated operations funds. The CBSO handles these fund transitions in addition to budgeted operations funds.

Position Summary

The Assistant Director of Service Operations serves as a member of the leadership team within the University of Oregon’s Central Business Services Office (CBSO), and is responsible for the day-to-day performance, strategy, and continuous improvement of shared service delivery across human resources, payroll, and business operations. This role ensures the seamless integration of services through the design, oversight, and optimization of CBSO’s service ticketing system and related workflows.

Focused on driving operational excellence and fostering a culture of accountability, transparency, and collaboration, the Assistant Director acts as both a strategist and practitioner, ensuring best practices for highly effective customer service are in place, managing escalations, analyzing service data, and acting as a key liaison between CBSO and campus stakeholders. This role is essential to delivering high-quality support that aligns with the University's mission and CBSO’s values of equity, responsiveness, and innovation.

This position reports directly to the Senior Associate Dean for Academic Operations, College of Design and Central Business Services Office.

Minimum Requirements

• Bachelor’s degree in business administration, public administration, human resources, information systems, or related field, OR equivalent combination of education and professional experience.

• Three years of progressively responsible experience in administrative operations, service delivery, or business process management.

• Experience supervising or leading teams in a fast-paced, service-oriented environment.

• Experience managing or administering a service ticketing platform (e.g., Smartsheet, ServiceNow, Salesforce, JIRA, Zendesk).

Professional Competencies

• Ability to maintain a client-centered approach with responsiveness and adaptability to evolving partner needs.

• Understands the systems and structures supporting business and HR operations in a complex institutional setting.

• Uses data to diagnose issues, make recommendations, and measure performance.

• Ability to build trust and accountability while supporting staff development and performance.

• Comfortable navigating and managing change in a dynamic, multi-unit environment.

• Ability to balances day-to-day operations with long-term planning and goal setting.

• Demonstrates clear, inclusive, and effective communication across diverse audiences.

• Committed to fostering a diverse, equitable, and respectful work environment for all.

Preferred Qualifications

• Experience in a shared services model within higher education or public sector.

• Experience designing and delivering training for service systems or procedures.

• Knowledge of University of Oregon systems such as Banner, MyTrack, Concur, or UKG.

• Familiarity with continuous improvement methodologies (e.g., Lean, Agile, Six Sigma).

• Experience analyzing and reporting data to improve service outcomes.

FLSA Exempt: Yes

All offers of employment are contingent upon successful completion of a background check.

The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off. For more information about benefits, visitour website (https://hr.uoregon.edu/about-benefits) .

The University of Oregon is an equal-opportunity institution committed to cultural diversity and compliance with the Americans with Disabilities Act. The University encourages all qualified individuals to apply and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, pleaseemail us ([email protected]) or call 541-346-5112.

UO prohibits discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, pregnancy (including pregnancy-related conditions), age, physical or mental disability, genetic information (including family medical history), ancestry, familial status, citizenship, service in the uniformed services (as defined in federal and state law), veteran status, expunged juvenile record, and/or the use of leave protected by state or federal law in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Office of Equal Opportunity and Access. Contact information, related policies, and complaint procedures arelisted here (https://investigations.uoregon.edu/reporting) .

In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is availableonline (https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report) .

Advertised: September 10, 2025 Pacific Daylight Time

Applications close: