Building Experience and Operations Manager, 511 Deacon

Wake Forest University; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

Wake Forest University seeks a Building Experience and Operations Manager for 511 Deacon to lead operations, hospitality, safety, and workplace services, ensuring a premier employee and visitor experience. The role focuses on aligning service standards with the Wake Forest brand and supervising a high-performing team.

The manager oversees daily facilities operations, vendor coordination, budget tracking, space management, and event support, while partnering with university partners to

Qualifications

• High School Diploma plus five years of relevant experience.
• Ability to communicate effectively in writing and speaking to broad constituencies.
• Ability to build alliances and partnerships with internal/external organizations.
• Knowledge of daily operations tied to managing a multipurpose facility.
• Strong diplomatic and conflict-resolution skills to manage shared spaces neutrally.

Responsibilities

• Lead workplace experience, hospitality, and service standards for 511 Deacon.
• Oversee daily facility operations, vendor coordination, budget monitoring, and event support.
• Coordinate building safety, access, and space management with university partners and security.

Skills

Effective communication

Building operations

Vendor management

Leadership

Public speaking

Education

High School Diploma

Bachelor's degree in related field

Tools

EMS room reservations system

QR-code reporting systems

Job description

Job Description Summary

The Building Experience and Operations Manager (Building Manager) serves as the experience and operational leader for 511 Deacon, ensuring the building consistently reflects the excellence, hospitality, and professionalism of Wake Forest University. This position is responsible for creating an exceptional experience for employees, visitors, tenants, and guests by integrating first-class building operations, hospitality, customer service, safety, and workplace services. The Building Manager establishes service standards that distinguish 511 Deacon as a premier workplace while overseeing all aspects of facility operations, vendor management, space management, and occupant services. The Building Manager partners with leaders and liaisons across Wake Forest University, including colleagues supporting 511 Deacon and other university facilities, to establish and continuously improve building management standards, operational processes, and service excellence. The position fosters strong cross-functional relationships to deliver an exceptional employee and visitor experience while maintaining the distinctive quality and hospitality that define Wake Forest. The Building Manager leads a high-performing team and demonstrates sound judgment, independent decision-making, and a proactive, customer-focused approach while adapting to changing priorities and organizational needs. Success in this role is measured by operational excellence, exceptional customer service, proactive problem solving, and the continuous enhancement of the employee and visitor experience.

Job Description Essential Functions

Workplace Experience & Hospitality (40%)

Responsible for developing and maintaining a first-class workplace experience that reflects the Wake Forest brand and culture. Develops, measures, and continuously improves service standards and occupant satisfaction to ensure 511 Deacon delivers a premier workplace experience consistent with the Wake Forest brand. Establish and maintain hospitality and service standards throughout the building. Ensure every employee and visitor interaction reflects professionalism, responsiveness, and exceptional customer service. Continuously assess the occupant experience and implement improvements that enhance satisfaction, comfort, and productivity. Coordinate lobby presentation, cleanliness, seasonal décor, amenities, conference spaces, and common areas to maintain a welcoming environment. Coordinate special events, executive visits, and VIP guest experiences within the building. Supports the logistics of conference, training, and meeting set-ups in shared spaces and special university facility-related events that impact areas in and around the building. Demonstrates commitment to operational excellence and exceptional customer experiences.

Operations and Vendor Management (50%)

Oversees the daily operations of the building; ensuring appropriate completion of necessary building maintenance, environmental / safety regulation compliance, grounds maintenance, custodial support, security personnel, reception, and other responsibilities as required. Provides hands-on oversight, intensive follow-up, and direct coordination with third‑party property management vendor(s), external contractors, and WFU Facilities to manage and resolve facility issues, escalating larger project needs to leadership when necessary. Manages daily facility requests utilizing both University work order systems and third‑party vendor platforms, implementing streamlined intake tools such as QR-code reporting systems to route issues efficiently. Assists in developing, implementing, and reviewing operational policies and procedures. Responsible for financial processes and developing and monitoring the annual budget to support the building and related activities. Works within and regularly references building room reservations system (EMS) to process building and room access requests. Serves as the single, neutral point of contact for building and parking access approvals to prevent departmental conflicts. Serves as the primary point of contact in the event of unresolved or conflicting storage needs and partners with Facilities as needed to identify solutions in the best interest of the University. Maintains strong operational relationships with departmental space liaisons within the building, with partner groups like University Police, Facilities, and Transportation, and with third‑parties like the property manager. Partners with the building Security Officer, University Police, and property management to coordinate building safety, participating in regular cross‑partner security meetings. Serves as first point of contact for event support and coordinates building maintenance with FSC property management team. Coordinates building support for evening and weekend events as needed, and occasionally may be required to provide on‑site leadership for major events.

Communications and Community Relations (10%)

Responsible for maintaining clear and up‑to‑date directional signage and managing central digital displays to ensure consistency in messaging across the building. Compiles and distributes regular building‑wide communications to bridge individual departmentals and foster community awareness. Coordinates building tours for diverse constituencies as needed, excluding donor and alumni tours, which will be led by University Advancement.

Other Functions: Upholds and leads by example the principles of dialogue, collegiality, respect, knowledge, integrity, learning, awareness, accountability and responsiveness.

Required Education, Knowledge, Skills, Abilities

• High School Diploma plus five years of relevant experience.
• Ability to communicate effectively, verbally and in writing, to broad constituencies, including via communication methods like newsletters.
• Ability to build alliances and partnerships with other internal and external organizations.
• General knowledge of daily operations tied into the management of a multipurpose facility.
• Strong diplomatic and conflict‑resolution skills to manage shared spaces neutrally among diverse departmental stakeholders.
• Ability to organize workflow and coordinate a multitude of activities.
• Comfort with many computer and software tools to meet the position's needs.
• Ability to research and resolve building maintenance, custodial, dining service, and security problems and opportunities.
• Public speaking and leadership skills.
• A strong attention to detail.
• Ability to successfully lead a team.

Preferred Education, Knowledge, Skills, Abilities

• Bachelor’s Degree in a related field.

Physical Requirements

• Light work: occasionally lifting or exerting force of up to 10-15 lbs.

Accountabilities

Responsible for own work.

Additional Job Description

• This position is not eligible for sponsorship of non‑immigrant or immigrant visa status through Wake Forest University.
• All eligible applicants are encouraged to apply.

Time Type Requirement

Full time

Note to Applicant

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job‑related instructions and perform job‑related duties as may be reasonably assigned by his/her supervisor. In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement

The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status.

Accommodations for Applicants

If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact [e-mail] or [phone].

About WFU:

Wake Forest University, formed in 1834, has experienced decades of growth and innovation. WFU is a distinctive university that combines a liberal arts core with graduate and professional schools and innovative research programs. The University embraces the teacher‑scholar ideal, which prizes the personal interaction between students and faculty. It is a place where exceptional teaching, fundamental research and discovery, and the engagement of faculty and students in the classroom and the laboratory are paramount. Wake Forest University is a community that seeks the enlightenment and freedom which come through diligent study and learning. Its higher goal, however, is to give life to the University motto “Pro Humanitate,” as members translate a passion for knowledge into compassionate service. The community shares a tradition that embraces freedom and integrity and acknowledges the worth of the individual. The heritage, established by the school's founders and nurtured by succeeding generations, promotes a democratic spirit arising from open‑mindedness and discourse. Wake Forest fosters compassion and caring for others. Its collective strength and character are derived from the values and distinctive experiences of each individual; therefore, it affirms the richness of human intellect and culture and its contribution to knowledge, faith, reason, and dialogue. Furthermore, it strives toward a society in which good will, respect, and equality prevail. To that end, Wake Forest University rejects hatred and bigotry in any form and promotes justice, honor, and mutual trust. The University is comprised of: the undergraduate college, Graduate School of Arts and Sciences, School of Business, School of Divinity, School of Law, and School of Medicine (located on the Bowman Gray campus with Wake Forest University Baptist Medical Center) and today enrolls about 4,846 undergraduates and 2,823 students in graduate programs at its principal location, the Reynolda campus. Students at Wake Forest University enjoy a great deal of access to and interaction with world‑class faculty both in and out of the classroom setting with a student‑faculty ratio of 11:1. Wake Forest employs approximately 2,772 full and part‑time faculty and staff. Wake Forest is a collegiate university offering a vibrant, intellectual community with a rich cultural life, an impressive array of facilities, and a strong athletics program competing in the fifteen‑team Atlantic Coast Conference (ACC). Since its founding, the university has adopted the motto “pro humanitate,” which is exemplified by a deep institutional commitment to public service and engagement with the world. Wake Forest has a strong commitment to holistic, eight‑dimensional well‑being for students, faculty and staff as evidenced in the Thrive initiative. Winston‑Salem, North Carolina Wake Forest is located in Winston‑Salem, North Carolina, a beautiful, mid‑sized city centrally located in the Piedmont‑Triad region of North Carolina. Winston‑Salem is a family‑friendly city with high quality schools, numerous outdoor recreational activities and events, and is known for its vibrant and thriving arts scene. Winston‑Salem residents enjoy close proximity to the beautiful Blue Ridge Mountains (1.5 hours) and Atlantic beaches (4 hours), a moderate climate with four distinct seasons, a very reasonable cost of living, and an eclectic variety of restaurants, wine bars, and breweries for dining with friends and family. Winston‑Salem offers many of the amenities of a large city but with the sense of community and quality of life of a smaller town.