As Operations Support Manager for Enterprise Physical Operations (EPO), Keky Norman helps to keep the university’s facilities services running smoothly for the people who depend on them. Norman, who joined WashU in June 2001 as a night-shift custodian, manages the Facilities Integrated Service Center for WashU Medicine and the Facilities Planning Management Call Center at Danforth. She oversees daily operations, customer service delivery, staffing and cross-functional teams that support facilities operations, engineering, custodial services, access control, parking and transportation, and other campus services.
“Starting as a night-shift custodian gave me a strong foundation of service, dedication and appreciation for the important role every employee plays in supporting the university’s mission.”
She and her team ensure operational excellence through workforce management, performance monitoring and stakeholder collaboration. They also develop standards, training and procedures that improve service quality, customer experience and efficiency across the university.
As a people leader, Norman encourages her team members to grow beyond what is familiar and to use the tools and skills they have built to advance their careers.
“I’m passionate about creating an environment where people feel empowered, respected and equipped to contribute to the success of WashU.”
Collaboration drives her work, both within EPO and with partners, such as Barnes-Jewish Hospital. She finds satisfaction in solving problems, removing barriers and making sure others feel supported and valued.
What truly sets Keky apart is her dedication, reliability and positive attitude. Nothing is ever too much trouble for her, and she approaches every situation with patience and professionalism. She is always approachable, responsive, and committed to helping others succeed. Her willingness to go above and beyond, combined with her extensive knowledge and unwavering support, makes her an invaluable asset to both her team and the wider organization.
Svetlana Samardzic, operations support manager
Norman’s own career path reflects the opportunities WashU offers. She describes the university as a place where employees can make a real impact while growing professionally.
“WashU is a mission-driven organization that values service, collaboration and excellence,” Norman said. “Its commitment to research, education and patient care create a meaningful environment where employees can make a real impact while growing professionally.”
Outside of work, Norman finds joy on the beach, where she slows down, recharges and reflects.