Visitor User Employee (VUE) Center manager, SLAC

Job ID

6278

Location

SLAC - Menlo Park, CA

Full-Time

Regular

SLAC Job Postings

Position Overview:

SLAC National Accelerator Laboratory seeks an experienced service center manager to transform and lead a customer-oriented team providing a broad range of services to the thousands of visitors, employees, and scientific users who make use of our internationally leading research facilities.

SLAC is one of 17 Department of Energy (DOE) National Laboratories. Operated by Stanford University on behalf of the DOE, SLAC has been creating the future since its establishment in 1962. Our laboratory develops and operates some of the world¿s premier science facilities (including SSRL, LCLS, FACET and NLCTA ), attracting teams of researchers who investigate some of the most exciting and important problems facing our society, in areas such as clean energy, environmental science, biomedicine, and advanced materials.

SLAC has an exciting opportunity for a customer service associate to join its Visitor, User and Employee (VUE) Center as the liaison and key point of contact for visitors, guest researchers and users coming to the laboratory. As the Security VUE Center Coordinator, you will serve as an important resource to staff and our incoming guests regarding pre-arrival steps and onboarding, and coordinate the registration and documentation needed to enable access to SLAC. You will interface with a diverse group of people on a daily basis and ensure needs are met in a streamlined, customer-focused, compliant manner; you will use your customer service experience and sound judgment to support an efficient, well-organized and respectful environment for users and visitors who come to the Laboratory.

For the last 60 years, SLAC has been operating science facilities for US-based and international users. We are looking for a leader who can design, update, and manage our processes to deliver a level of service to all personnel that come to the Laboratory. The manager of these services and processes needs to be highly proactive, service-oriented and responsive to the dynamic needs of VUE Center customers; be able to win the trust and respect of all concerned. They also need to ensure that all activities are compliant with the diverse requirements of our laboratory and funding agencies, including adherence to strict rules on safety, financial probity, confidentiality, and security. The Security VUE Center Manager will have a dual hard line reporting relationship to Security office and User support offices for LCLS and SSRL.

Specific responsibilities include, but are not limited to the following:

• Manage a team of approximately 6 professional and administrative staff that provides the following services to SLAC and its user research community: provide guidance on User Agreements & Finance, functionally supervise the badging process, work with SLAC¿s Security, International Services, Staffing Services, Housing Office, IT Support for personnel, and Lobby Reception.

• Manage the badge office at SUSB.

• Work with international service team to support to ensure compliance with US State Department visa requirements and US Department of Energy foreign visits and assignments.

• Ensure efficient policies and procedures are in place to minimize the administrative overhead expected from visitors and users.

• Ensure that user agreements with the visiting scientist home institutions are established.

• Provide logistics support for conferences, meetings, workshops, and exhibitions using the VUE Center.

• Facilitate effective communication and collaboration between these diverse constituents and managing diverse interests and constituents.

• Proactively and constructively resolve conflicts focusing on solutions and achieving results through others.

• Provide complex administrative or operational support with minimal supervision.

• Serve as primary onboarding point of contact for users; administer new user registrations, training and check-in documentation.

• Manage user agreements and ID#s for site access and ensure accuracy of user demographics data and compliance with policies and regulations.

• Coordinate with security manager to implement the collecting and tracking of unclassified foreign visits and assignments program requirements, enter users and/or visitor information into various database systems. Process data, verify foreign national identity, and coordinate with hosts. Data entry into the Foreign Access Central Tracking System (FACTS) and verify for restricted party access. Work closely with security/badging to ensure seamless interactions and communication.

• Implement existing manual processes and procedures with accuracy and attention to detail. Document procedures, identify potential process improvements and participate in improvement efforts.

• Respond to enquiries, determine and take appropriate action as required. Serve as a liaison to resolve problems and resource regarding policies and procedures. Act on behalf of the supervisor, department manager, or chair regarding establishing priorities and identifying and resolving problems that are administrative in nature. Provide general administrative support to VUE center including VUE inbox management, and VUE webpage review to identify necessary updates.

• Research and/or write background information for meetings. Participate in meetings on supervisor¿s behalf and keep manager and/or others informed of meetings details after.

• Support and/or perform duties associated with user events such as scheduling, organizing, and operating complex conferences, seminars, and events for users, and coordinating and administering logistics for user check-in at these events.

• Create complex reports and spreadsheets which may utilize specialized software and systems. Make recommendations to manager or security based on reports.

• Analyze and review material and extract pertinent information for briefing purposes.

• May also perform one or more of the following duties:

• Responsible for leading the administrative functions of a program or unit.

• Oversee or supervise day-to-day work of other administrative or support staff, student and/or temporary workers, including scheduling, assigning, and prioritizing workloads, setting appropriate deadlines, and reviewing work for quality and timeliness.

To be successful in this position you will bring:

• Bachelor¿s degree and three years of relevant experience, or combination of education and relevant experience supervising and/or leading a group.

• Advanced computer skills and demonstrated experience with office software, database entry, and email applications.

• Excellent customer service and interpersonal skills.

• Excellent ability to handle difficult situations with tact and diplomacy.

• Proven success in following through and completing projects.

• Excellent organizational skills and attention to detail.

• Excellent verbal and written communication skills.

• Ability to prioritize, multi-task, and assign work to others.

• Ability to take initiative and ownership of projects.

• Ability to routinely and independently exercise sound judgment in making decisions.

• Demonstrated ability to prioritize own work and multi-task.

• Demonstrated excellent organizational skills.

• Demonstrated ability to take initiative and ownership of projects.

• Ability to communicate effectively both orally and in writing.

• Ability to routinely and independently exercise sound judgment in making decisions.

• Demonstrated experience working independently and as part of a team.

• Relevant subject matter knowledge.

• Ability to direct the work of others, for jobs requiring supervision.

SLAC employee competencies :

• Effective Decisions: Uses job knowledge and solid judgment to make quality decisions in a timely manner.

• Self-Development: Pursues a variety of venues and opportunities to continue learning and developing.

• Dependability: Can be counted on to deliver results with a sense of personal responsibility for expected outcomes.

• Initiative: Pursues work and interactions proactively with optimism, positive energy, and motivation to move things forward.

• Adaptability: Flexes as needed when change occurs, maintains an open outlook while adjusting and accommodating changes.

• Communication: Ensures effective information flow to various audiences and creates and delivers clear, appropriate written, spoken, presented messages.

• Relationships: Builds relationships to foster trust, collaboration, and a positive climate to achieve common goals.

Job-Specific Competencies:

• Customer service: Operates with a focus on ensuring compliance and safety while supporting a respectful, pleasant, seamless experience for SLAC customers.

• Process focus: Implements processes consistently with an eye for identifying opportunities to improve process efficiencies.

Physical requirements and working conditions:

• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Work standards:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for environment, safety and security; communicates related concerns; uses and promotes safe behaviors based on training and lessons learned. Meets the applicable roles and responsibilities as described in the ESH Manual, Chapter 1¿General Policy and Responsibilities: http://www-group.slac.stanford.edu/esh/eshmanual/pdfs/ESHch01.pdf

• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu

• Classification Title: Administrative Services Administrator 1

• Job code: 4121 Grade: H

• Duration: Regular Continuing

The expected pay range for this position is $99,015 - $126,383 per annum. SLAC National Accelerator Laboratory/Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

SLAC National Accelerator Laboratory is an Affirmative Action / Equal Opportunity Employer and supports diversity in the workplace. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All staff at SLAC National Accelerator Laboratory must be able to demonstrate the legal right to work in the United States. SLAC is an E-Verify employer.