Tennessee State University Department of Facilities invites applications for the position of Manager-Customer Service.

The Manager-Customer Service position serves the Campus Operations and PDC division as well as Facilities Management team as a Construction Project and Client/ Stakeholder Relations Manager. This role is responsible for overseeing and coordinating all aspects of construction projects while serving as the primary liaison between campus stakeholders, contractors, and internal teams. This role involves project planning, scheduling, budgeting, and management of construction activities, while ensuring exceptional service and satisfaction. The Manager-Customer Service position plays a key role in ensuring successful project delivery by managing relationships, coordinating with various stakeholders, and supervising construction personnel to exceed expectations.
Essential Position Functions
Project Planning & Development

Plan, schedule, and coordinate construction project activities to ensure projects meet deadlines and stakeholder expectations

Participate in the conceptual development of construction projects, working closely with architects, engineers, and stakeholders to define project scope

Develop construction budgets and cost estimates to ensure cost-effectiveness

Evaluate construction methods and optimize resource allocation to reduce costs

Conduct regular site visits to monitor progress, quality, and safety compliance
Budgeting & Financial Management

Prepare and submit detailed budget estimates, progress reports, and cost-tracking documents to monitor financial performance

Process and track change orders, RFIs, submittals, and payment applications

Negotiate contracts or revisions to agreements with subcontractors, architects, and suppliers to ensure favorable terms

Identify and mitigate project risks while developing contingency plans
Client Relations & Service Management

Serve as the primary point of contact for campus stakeholders throughout the project

Build and maintain strong, trust-based relationships with stakeholders

Conduct initial consultations to understand project goals and constraints

Provide regular project updates, progress reports, and transparent communication

Address concerns, questions, and requests promptly and professionally

Manage expectations by setting realistic timelines and deliverables

Resolve conflicts and handle complaints with diplomacy and problem-solving skills

Conduct post-project reviews and gather feedback for continuous improvement
Stakeholder Communication & Coordination

Interpret and explain project plans, specifications, and contracts to construction personnel, owners, and administrative staff

Confer with contractors, owners, and design professionals to resolve issues such as work procedures, complaints, and construction challenges

Lead project kickoff meetings and coordinate cross-functional teams

Facilitate communication between field personnel, office staff, and external partners

Apply for and obtain all necessary permits or licenses from regulatory agencies to ensure project compliance
Supervision & Workforce Management

Direct and supervise construction personnel, including subcontractors and craft workers

Determine labor requirements and oversee the acquisition of materials and supplies necessary to complete projects

Schedule and conduct regular progress meetings with all stakeholders

Mentor team members on project procedures and best practices

Documentation & Compliance

Maintain comprehensive project documentation including contracts, permits, and inspection reports

Review and approve project plans, specifications, and construction documents

Ensure all work complies with building codes, regulations, and safety standards

Track project performance metrics and prepare reports for management

Additional Requirements:

Strong knowledge of construction methods, safety regulations, building codes, and construction best practices

Proficiency in construction management software such as Procore, Buildertrend, or Primavera, and the ability to create detailed project plans and budgets

Excellent leadership and communication skills, with the ability to manage teams and coordinate with various stakeholders

Proven ability to manage multiple projects simultaneously

Valid driver's license and reliable transportation for site visits

Preferred Qualifications:

Professional certifications (PMP, CCM, LEED AP, or similar)

Experience with CRM systems and client management tools

Knowledge of OSHA safety regulations