Experienced Director of Customer Service Excellence - Hybrid Role at blithequark

Are you a seasoned customer service leader with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than this exciting opportunity to join blithequark as a Director of Customer Service Excellence in a hybrid role. 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. As a leading technological research university, blithequark serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts.With a strong commitment to innovation, collaboration, and community, blithequark is the perfect place for customer service professionals who are passionate about making a difference. Our Mission and ValuesAt blithequark, our mission is to develop leaders who advance technology and improve the human condition. Our nine key values are foundational to everything we do:1. Students are our top priority. 2. We strive for excellence. 3. We thrive on diversity. 4. We celebrate collaboration. 5. We champion innovation.6. We safeguard freedom of inquiry and expression. 7. We nurture the wellbeing of our community. 8. We act ethically. 9. We are responsible stewards. Job SummaryAs a 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 implement and manage 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, including managing campus partnership agreements 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, supporting 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). 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. * 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). * Experience working in a higher education environment. Knowledge, Skills, & Abilities* Specialized skills required for this job: 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). Experience working in a higher education environment. USG Core ValuesThe University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office.Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. Equal Employment OpportunityThe Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services.Compensation and Benefits* Salary Range: $130,640 - $143,000* Comprehensive benefits package, including health, dental, and vision insurance, retirement plan, and paid time off. * Opportunities for professional development and growth. If you are a motivated and experienced customer service professional who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join blithequark as a Director of Customer Service Excellence. Please apply including your resume and cover letter, through our online application system.Contact InformationFor more information about this opportunity, please contact. We look forward to hearing from you! Equal Employment Opportunity Statementblithequark is an Equal Employment Opportunity Employer. We are committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, blithequark provides equal opportunity to all faculty, staff, students, and all other members of the blithequark community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services.Background CheckThis position requires a background check.