Facilities Customer Advocate

Join a team that directly supports world‑class cancer research, including work led by a Nobel Prize–winning investigator. With two new state‑of‑the‑art research buildings coming to MD Anderson’s South Campus, this role offers the chance to grow alongside major innovation. You’ll play a key part in maintaining the indoor air quality and advanced BAS‑controlled systems that keep breakthrough science moving forward. If you’re eager to learn, grow, and make an impact, this is the place to do it. This team supports a fast‑growing South Campus home to world‑class patient care and research, including Nobel Prize–winning teams. No two days are the same—this position supports housekeeping liaison, lab operations, events, and new building activations across 1.5M sq. ft. of upcoming expansion.

MD Anderson offers our employees:
- Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
- Group Dental, Vision, Life, AD&D and Disability coverage
- Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals
- Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
- Tuition Assistance Program after six months of service
- Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
- Employer paid life, AD&D and an illness-related reduced salary pay program
- Extensive wellness, recognition, fitness, employee health programs and employee resource groups.

 Why Join MD Anderson?

Be part of a world-renowned cancer center making an impact across Texas and beyond.

Collaborate with top-tier leaders and institutions in academic medicine

Help shape the future of healthcare through bold, system-wide innovation

Work with a Mission-Driven Organization: Be part of MD Anderson's mission to eliminate cancer through integrated patient care, research, and education, contributing to a globally recognized institution with a meaningful purpose.

SUMMARY 
The primary purpose of the Facilities Customer Advocate position is to coordinate services provided to customers located within UTMDACC owned buildings and leased properties as assigned by the REF Director, Operations & Maintenance. 

ESSENTIAL JOB FUNCTIONS 
Assists with the management of services to maintain standards, effective communication and continuous improvement processes for delivery of services. Functions as the front-line contact with clients and acts as the customer's advocate to ensure efficient delivery of services provided by Facilities department or other service organizations. Acts as the primary point of contact for resolving housekeeping service level issues, either identified directly by building occupants or from QC Survey reports. Manages the inventory of cleanable space and notifies the housekeeping vendor of any significant changes due to activated or vacated space within campus buildings. Conducts move project interviews with customers. Communicates with the customer service call center to ensure prompt delivery of customer requests for service. Coordinates and facilitates periodic Administrator town hall meetings. Maintains various reports, trending information, quality assurance and follow-up results. Demonstrates knowledge regarding customer call center operations, housekeeping procedures, quality assurance techniques and problem identification and resolution.

JOB SPECIFIC COMPETENCIES
Housekeeping SLA Support Works directly with housekeeping vendor to resolve housekeeping service level issues and vendor SLA compliance. Manages cleanable space inventory and updates based on vacated or re-activated space.

Customer Interface for Facilities Related Issue Resolution Resolves customer complaints and reviews existing Service Level Agreement(s) (SLA) with customers on a regular basis. Ensures communication of current and revised standards/procedures to Research and Education operating groups to facilitate space administration and other facility operational issues. Provides the primary interface with customers to plan, coordinate and implement office moves. Maintains customer relations through regular communication and by conducting and facilitating customer and employee surveys on product satisfaction. Facilitates regular customer Town Hall Meetings and ad-hoc meetings to review status of customer work request back log report.

Collaborate with external enterprise support functions Assists in the resolution of on-going or difficult operational issues between research departments and support staff which may involve Facilities Management functions external to O&M.

Provides and Reviews Reports Use Mainsaver CMMS to generate various reports of performance for REF staff, including monitoring and reporting of response time and quality of service work requests.

Other duties as assigned.