EdCOMM provides professional video and photography services at Oregon Health & Science University, employing staff who are experts in video production, videoconferencing, and streaming video, as well as studio photography, group/event and environmental setting photography. EdCOMM also maintains and supports the AV equipment in many of the conference and classrooms, as well as stages and supports AV for various special events. OHSU schools, departments and affiliated organizations use EdCOMM’s services to communicate health and science to internal and external audiences around the world.
Reporting directly to the Vice Provost of Educational Improvement Improvement & Innovation, the employee will be responsible for systems development and administration, project management and improvement, departmental administration, and supervision. The employee will oversee supervision of multiple teams, provide staff development, conflict resolution, and HR-related activities.
The Manager will create a healthy working environment that uplifts the team. They will work as part of a team with other EdComm Managers to ensure service and support requests are met in addition to strategizing on expanding the department’s suite of services, performing outreach to other departments, and ensuring optimum customer service for all the department’s work efforts.
The employee must have excellent time management and customer service skills, be an effective negotiator, be goal-oriented and solution-focused, implementing change by building relationships, developing plans, recommending solutions, leading discussions and soliciting buy-in among various stakeholders.
1. Systems Development and Administration.
*Contributes to and influences the development of standards and changes to systems/applications
*Negotiate contracts, perform software upgrade rollouts, front-end application configuration, etc.
*Subject matter expert and point of contact for the product vendor and internal stakeholders.
*Oversee helpdesk triage process (i.e. equitable assignment of work) and conference and classroom AV break/fix issues; work with AV support staff on data collection to help inform AV upgrade projects and other technology needs.
*Must be able to act with urgency, immediacy, and efficiency and make situation appropriate decisions
2. Strategic Assessment and Growth Planning.
*Actively participate in and may lead pertinent committees related to space planning *Provide direct consultation on issues, risks, solutions and forward-thinking
*Build relationships and partner with management and leaders in other departments on effective strategies to meet ongoing space constraints and reservation management.
3. Project Management and Improvement
Examples of current ongoing special projects include
a) Space Scheduling Process and Procedures
Scheduling tuition-based classes, educational and research programmatic needs across EdCOMM managed rooms. Develop scheduling procedures and implement practices to support these procedures.
b) Space Planning & Consultation
Actively participate in and may lead pertinent committees related to space planning; provide direct consultation on issues, risks, solutions and forward-thinking; build relationships and partner with management and leaders in other departments on effective strategies to meet ongoing space constraints and reservation management.
c) Performance Improvement Initiatives
Analyze existing data to determine the quality of EdComm service. Recommend new or improved processes to effectively and efficiently ensure excellent customer service and support in the areas of administration, AV support, and photography services. Included but not limited to annual surveys, focus groups, departmental OPEX initiatives.
4. Department Administration.
*Develop and execute a departmental marketing and communications plan (i.e. internal/external) including the generic email accounts, main phone line, and front-line customer service.
*Develop and maintain procedures which are aligned with the department strategic goals and plan.
*Oversee internal (Oracle IBS) and external (accounts receivable) billing for departmental services. Ensure this function is performed in accordance with OHSU policies and procedures.
*EdCOMM internal (O2) website. Oversight and system approvals to keep this website up-to-date in accordance with department business needs/practices.
*Create and present effective presentations as needed.
5 Supervisory. See below for details.
*Play an important role in the growth of the department through a successful team
*Backup to other EdComm staff
*Assist and train EdCOMM staff on proper procedure and use of production equipment through coaching and mentoring opportunities.
*Developing, coordinating, and presenting professional development opportunities to the EdComm Staff
*Provide regular and ongoing feedback to EdComm staff that supports individual, team, and department goals.
Bachelor's degree or equivalent combination of experience and training.
*Specific education and/or training related to business process improvement or software analysis and support.
*Management and/or leadership training.
*Experience with 25Live or other electronic room reservation systems.
*Room resource and/or reservation management.
*Experience managing and working in a union environment.
*Prior management experience in higher education and/or academic health center.
*Experience teaching and training on software, educational technology, and systems.