Director of Customer Service Excellence - Hybrid

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a proven track record of leading high-performing teams and driving business growth through customer-centric strategies? If so, we invite you to join blithequark as our Director of Customer Service Excellence. About blithequarkblithequark is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths.Our mission is to develop leaders who advance technology and improve the human condition. We pride ourselves on our commitment to academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Job SummaryAs the Director of Customer Service Excellence, you will be responsible for designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) at blithequark.You will provide assistance with administrative transactions, provide information to Institute callers (internal and external), and ensure the successful and timely resolution of customer inquiries. You will also be responsible for implementing and managing the ASC KPIs, service level agreements, and operating level agreements with customers, in coordination with the senior directors of ASC functional areas. Responsibilities* Leads ASC Customer Service Strategy, which includes managing campus partnership agreements, meeting and communicating directly with customers to identify needs and opportunities, and ensuring all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence, user-friendly, bolthires-effective, timely, and expert support.* Leads and directs the daily operations of the ASC customer experience service desk, supports direct staff to ensure that work teams are appropriately focused on achieving targeted performance levels by leveraging performance reports, implementation of continuous improvement initiatives, and effective use of the ASC knowledge management system. * Leads and manages unit personnel, including hiring, performance, budget, and other duties as assigned. * In partnership with senior leadership, plans and manages to organizational metrics and performance measures and goals, identifies and reports on scorecard results and trends, analyzes performance data, and conducts sustained continuous improvement activities to achieve higher service levels throughout the center.* Promotes a learning organization to facilitate development of functional expertise, quality management, and customer service. * Performs other related duties as assigned. Required Qualifications* Bachelor's Degree in Business Administration or related field or equivalent combination of education and experience. * Six to eight years of job-related experience. * Experience in customer support, customer service, call centers, or equivalent field. * Experience with using customer support management tools (e.g.ServiceNow). * Specialized skills preferred: Experience in a shared services environment, progressively responsible experience in finance, procurement, human resources, IT, or research administration, experience working in an enterprise resource planning (ERP) system (e.g. Workday), and experience working in a higher education environment. Preferred Qualifications* Master's Degree in Business or Public Administration or related field. * Eight to ten years of customer service management experience. * Desire experience in supervising people leaders with supervisory responsibilities.Knowledge, Skills, & Abilities* Strong leadership and management skills, with the ability to motivate and develop high-performing teams. * Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members. * Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions. * Experience with customer support management tools, such as ServiceNow. * Experience in a shared services environment, with a strong understanding of the principles and practices of shared services.* Strong knowledge of finance, procurement, human resources, IT, or research administration, with the ability to apply this knowledge to drive business growth and improve customer satisfaction. * Experience working in an enterprise resource planning (ERP) system, such as Workday. * Experience working in a higher education environment, with a strong understanding of the unique challenges and opportunities of this sector. Work Environment and Cultureblithequark is committed to maintaining a fair and respectful environment for all.We are an equal opportunity employer and welcome applications from diverse candidates. We offer a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, and paid time off. We also offer opportunities for professional development and growth, including training and education programs, mentorship, and career advancement opportunities. Compensation and BenefitsThe salary range for this position is $130,640 - $143,000. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, and paid time off.If you are a motivated and experienced customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please apply including your resume and cover letter, through our online application system. Equal Employment Opportunityblithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to maintaining a fair and respectful environment for all and prohibit discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions.Background CheckThis position requires a background check.