Director, Customer Experience (Customer Service Leader)

Indianapolis, IN, United States

Department AUXILIARY SERVICES (IA-CSFA-IUINA)

Department Information We are committed to being a welcoming campus community that reflects and enacts the values of diversity, equity, and inclusion. We seek candidates who seek to understand different perspectives and cultures, who can actively contribute to a work climate where differences are valued and supported, and who are sensitive to cultural norms, expectations, and ways of communicating. We hope to identify individuals who can assist us in dismantling racism and other oppressions so that everyone can succeed at IUPUI.

For information about the department, please visit: IUPUI Auxiliary Services

Job Summary The director of customer experience is responsible for leading the customer success team in the implementation and evaluation of the customer experience strategy for the administrative and business units of IUPUI Auxiliary Services, including the Center for Young Children, Event and Conference Services, Parking and Transportation Services, Print and Mail Services, the Sports Complex, Surplus, Food Services and the Bookstore.

Department-Specific Responsibilities

Works with business unit leaders, the finance director, and the associate vice chancellor for auxiliary services, to develop goals and identify metrics to evaluate the performance of key initiatives of departments.

Manages the day-to-day operational management of auxiliary services third-party contractors to drive customer satisfaction and meet university expectations.

Oversees the day-to-day operational activities of the food services and bookstore auxiliary areas to ensure contractual terms and obligations are met. Recommends and/or consult with vendors on operational changes including service, pricing and product as appropriate. Serves as the "go to" person for the campus community in instances of disagreements or disputes related to service, pricing or product. Acts as the "voice of the contractor" in order to bridge the gap between operational and financial reality and the expectations of the campus community.

Works with the Associate Vice Chancellor and Director of Finance on contract negotiations and construction to position these areas for future growth and profitability using student success as the key priority.

Conducts research, including field inspections, gather feedback and perform analytics to improve the customer experience and increase customer satisfaction and build brand loyalty. Report issues and make recommendations for improvements on all auxiliary services programs to the associate vice chancellor for auxiliary services.

Develops and implements customer service programs and direct marketing and communications activities for various auxiliary programs that support the customer experience in collaboration with the associate vice chancellor, director of finance, and auxiliary services unit directors.

Identifies new revenue opportunities including sponsorship and grant opportunities. Work with the auxiliary units to prepare grant applications and to fulfill new and existing sponsorship agreements.

Identifies cost efficiencies within the auxiliary services programs and make recommendations for improvement.

Manages auxiliary services customer experience projects to ensure timely completion.

Facilitates and coordinates auxiliary advisory meetings, including managing committee appointments, scheduling meetings, reviewing committee charges, preparing agendas, completing meeting minutes and following up on action items.

Recommends customer and employee experience policies and procedures for the successful management of auxiliary programs.

Performs other job-related duties as required.

General Responsibilities

Directs operations for the General Administration function by providing oversight and direction within a department, large multi-faceted department, or multiple departments.

Hires, trains, evaluates, coaches, assigns work, sets goals and objectives, determines staffing needs, and directs the work of a team of Customer Service Representatives.

Manages relationships with various internal and external stakeholders; determines customer service needs, projects, and programs to align with objectives and goals and manages processes such as the development of customer service timelines related to such initiatives.

Responds to escalated and complex inquiries and requests and explains policies and procedures in the context of customer service.

Assists in budget planning and administration for customer service initiatives, including expenditures, revenue projections, and program costs.

Monitors industry trends and best practices, makes process and operational and strategic recommendations to manager, and assists in implementing recommendations to optimize operations and progress toward objectives.

May provide guidance to lower-level Customer Service Leaders.

Qualifications Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

Bachelor's degree in customer service or other related field (management of business administration, marketing and communications, or organizational management preferred).

Preferred

Master's degree in a relevant area of study (management of business administration, marketing and communications, or organizational management preferred).

WORK EXPERIENCE

Required

4 years in relevant field.

1 year of management experience in relevant field.

Preferred

8 years of relevant business operations, contract management, marketing and/or strategy experience focusing on customer experience in a competitive hospitality and/or retail environment

SKILLS

Required

Proficient communication skills.

Maintains a high degree of professionalism.

Demonstrated time management and priority setting skills.

Demonstrates a high commitment to quality.

Excellent organizational skills.

Excellent collaboration and team building skills.

Effectively coaches and delivers constructive feedback.

Instills commitment to organizational goals.

Demonstrates excellent judgment and decision making skills.

Effective conflict management skills.

Builds and manages effective teams.

Preferred

Enthusiasm and commitment to excellence in customer service.

Possess the "whatever it takes" mentality to get the job done.

Strong project management experience including creating key performance indicators.

Ability to lead and influence without having direct authority over team members.

Strong ability to prioritize and balance several major projects at the same time while remaining flexible to changing priorities.

Ability to drive multiple projects to successful completion.

Strong ability to assess data and draw conclusions, identifying customer trends and patterns including qualitative and quantitative data to guide decisions.

Strong ability to look at processes and procedures and determine what works and what need improvement.

Strong interpersonal and relationship building skills.

Strong communications ability, clearly conveying thoughts in verbal and written form, and listening to a variety of internal and external stakeholders.

Sound critical thinking and decision-making skills.

Strong resiliency and effective conflict management skills.

Ability to be comfortable in uncomfortable situations.

Ability to work both independently and collaboratively to accomplish goals.

Possess flexibility to work in a fast paced, dynamic, and, at times, an ambiguous environment.

Highly thorough and dependable.

Strong knowledge of business operations, marketing, and strategy.

Strong negotiation skills.

Strong ability to set specific, measurable, attainable, relevant, and time-bound goals.

Working Conditions / Demands This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location IUPUI

Indianapolis, Indiana

Advertised Salary $70,000 - $90,000 per year based on experience.

Benefits Overview For full-time staff employees, Indiana University offers a wide array of benefits including:

Multiple plan options for medical insurance

Dental insurance

Health Savings Account with generous IU contribution

Life insurance, LTD, and AD&D options

Base retirement plan contribution from IU, subject to vesting

Additional supplemental retirement plan options

Tuition benefit for IU classes

10 paid holidays per year

Generous Paid Time Off

Paid Parental Leave

Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Job Classification Career Level: Sr. Operational

FLSA: Exempt

Job Function: General Administration

Job Family: Customer Service

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Posting Disclaimer This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .

Campus Safety and Security The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.

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