Manager, Student Services & Operations in Hamilton

Monday – Friday; 8:30am – 4:30pm (35 hours per week)

Minimum of 5 years of progressive experience in student services, work-integrated learning, post-secondary education or a related service environment.

McMaster University's Faculty of Engineering is a collaborative and ambitious community advancing transformative education, research excellence and innovation with impact. Recognized as one of Canada's most research-intensive engineering faculties, we attract approximately $65 million in annual research funding, with strengths spanning bio-innovation, advanced materials and manufacturing, mobility, artificial intelligence and nuclear engineering.

We are equally committed to delivering an unparalleled learner experience, connecting experiential learning with real-world challenges and preparing students to lead with purpose. Through interdisciplinary collaboration and strong partnerships with industry, government and communities, our faculty, staff and students work together to address complex challenges and shape a better future. We foster an inclusive environment where people, ideas and expertise are valued, professional growth is encouraged, and everyone has opportunities to contribute to meaningful change.

About the Centre for Career Growth & Experience:

Within Engineering Outreach, the Centre for Career Growth & Experience (“the Centre”) prepares Engineering students to launch, grow and succeed in their careers. The Centre supports students through career education, experiential and work-integrated learning, and delivers Canada’s third-largest engineering co-op program, enabling more than 4,500 undergraduate and graduate co-op work experiences each year. Through courses, workshops, advising, employer engagement and partnerships across the Faculty, University, and student clubs, teams and societies, the Centre connects students to meaningful professional and skill-development opportunities inside and beyond the classroom.

About the Position:

Reporting to the Associate Director, Centre for Career Growth & Experience, the Manager, Student Services & Operations provides leadership across the Centre’s shared operational services, ensuring coordinated, effective and student-centred service delivery. This role translates strategic priorities into operational plans, oversees student services and co-op administration, and leads improvements to systems, processes, data and reporting, communications, events and office operations.

The Manager leads a team of professional staff, manages operational and financial resources, and works collaboratively with colleagues across the Centre, Faculty and University to enhance the student and employer experience, strengthen operational effectiveness and support the Centre’s strategic objectives.

Key Accountabilities:

• Strategic Planning & Operational Leadership: translate Centre strategic priorities into coordinated operational plans, identify service needs and emerging trends, and lead cross-functional initiatives that improve service quality, efficiency and outcomes.
• Student Services & Policy: oversee front-line student services, co-op enrolment and registration, scheduling and records management. Establish and monitor service standards, interpret policies and resolve complex or exceptional student matters.
• Data, Systems & Reporting: oversee internal and external student and employer data, reporting, key performance indicators and dashboards. Ensure data quality and appropriate privacy practices and lead enhancements to OSCARplus and other systems and platforms.
• Events & Communications: establish standards and frameworks for Centre events, oversee event delivery, and manage the communications strategy and execution relating to Centre services, programs, events and operational timelines.
• People Leadership: lead, coach and develop a team of staff, establish objectives and accountabilities, support performance management, and foster a collaborative, inclusive and accountable work environment.
• Financial & Administrative Management: manage operational budgets, student-fee revenue tracking, vendor relationships, system licences and expenditures. Coordinate HR and financial processes with central Faculty resource teams.
• Continuous Improvement & Risk Management: identify operational risks, streamline processes, maintain service continuity and lead improvements to systems, procedures and resource allocation.

Qualifications:

Education: Bachelor's degree in education, business, human resources, or a related field. Ontario Certified Career Development Certification or a similar credential is considered an asset.

Experience: Minimum 5 years of progressive experience in student services, work-integrated learning, post-secondary education or a related service environment. Demonstrated experience leading staff and supporting the development of high-performing teams. Experience managing complex administrative operations, programs or services. Experience in data analytics and strategic communications is preferred.

Knowledge & Skills: Knowledge of co-operative education and work-integrated learning guidelines, Canadian labour law, labour-market conditions, employer practices and emerging trends. Ability to provide clear direction, coach and support staff, and foster an accountable work environment. Strong operational planning, project management and continuous process improvement skills. Excellent analytical, organizational, judgment and problem-solving skills, with the ability to make sound independent decisions. Strong written, verbal, interpersonal and facilitation skills, including the ability to build collaborative relationships and influence across organizational boundaries. Demonstrated ability to manage competing priorities, exercise discretion and handle confidential information. Commitment to inclusive, accessible and student-centred service.