Building Experience and Operations Manager, 511 Deacon

Wake Forest University; Winston-Salem (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Wake Forest University is seeking a Building Experience and Operations Manager for 511 Deacon. This role leads the building experience, hospitality, and operations, ensuring premier service and a seamless occupant experience across staff, visitors, and guests.

The position oversees facilities, vendor relationships, space management, and safety compliance, aiming for operational excellence and exceptional customer service in a dynamic university environment.

Qualifications

• High School Diploma with five years of relevant facility management experience.
• Strong written and verbal communication across broad constituencies.
• Ability to build alliances and partnerships with internal and external organizations.
• Experience managing a multipurpose facility and coordinating with vendors.
• Excellent organizational, leadership, and problem-solving skills.

Responsibilities

• Lead building operations, hospitality, safety, and workplace services to deliver an exceptional experience for employees, visitors, and guests.
• Oversee daily facility operations, vendor management, space management, and occupant services.
• Coordinate events, meetings, and access for building users while maintaining brand standards.
• Develop and monitor operational policies, procedures, and annual budget related to the building.
• Coordinate with security, facilities, transportation, and space liaisons to ensure safety and efficiency.
• Serve as the primary point of contact for event support and post-event follow-up.

Skills

Communication

Team leadership

Public speaking

Conflict resolution

Organizational skills

Education

Bachelor’s Degree in related field

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].