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Customer Relations Director

Company: University of California - Merced
Location: Merced
Posted on: September 11, 2019

Job Description:

Customer Relations Director

Job Category:



Business and Financial Services

Position Code:




Closing Date:

Applicant 26th and may continue through selection.


$90,000 - $100,000


DCC - Downtown Campus Center

Background check:

Background check and fingerprinting may be required


The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With nearly 8,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design, and supports the economic development of Merced and the region.

In Fall 2016, UC Merced broke ground on a $1.3 billion public-private partnership that is unprecedented in higher education. The Merced 2020 Project will nearly double the physical capacity of the campus by 2020, enhancing academic distinction, student success and research excellence. In 2018, UC Merced opened the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.


The Customer Relations Director (CRD) oversees the Customer Relationship department of the Center for Business Services and Solutions (CBS2) to instill a superior customer-focused culture. Performs long and short term growth planning for CBS2 staff growth. Serves as manager for subordinate staff, assuming a leading and proactive role in the resolution of staff issues or concerns. Works with peers to define and cost models for new offerings. Takes lead in developing and implementing these additional service offerings across the University. Leads definition of process/execution models, eliminates ambiguity in new and existing service models and associated metrics. Facilitates collaboration and communication to all interested/involved parties. Manages all customer-facing operations of CBS2 with focus on quality, timeliness, and delivery excellence. Tracks service costs, measures and reports on service performance, creates service agreements, monitors customer satisfaction, and provides fully transparent reporting of customer and departmental KPIs and other performance metrics.

Director Responsibilities -

1) Directs the activities of their department through subordinate leaders and have overall responsibility for the achievement of organizational objectives
Supports the short and long-term strategy of the organization and direct the implementation of plans defined by the Executive Director
Designs and coordinate plans for the onboarding of new functions and/or customers to CBS2
Identifies CBS2 objectives, build related models and feasibility analysis
Plans, designs, and implements processes improvements to ensure a high quality of customer interactions
Provides online demos and presentations to prospects/customers
Conducts regular one-on-one reviews with the team

2) Team Development
Develops and mentor Leaders to instill strong management practices and a strong service culture
Implements departmental strategies to promote career growth within the team.

3) Customer Service
Regularly collaborates with customer leadership to ensure that the development, implementation, and operations of their department meet or exceed the expectations of the customers
Collaborates with CBS2 leadership to help communicate Customer Service objectives and strategies to ensure that CBS2 is providing high quality service to customers.
Demonstrates a clear end-to-end understanding of all CBS2 services, benefits, existing and future offerings, etc.

4) Performance
Responsible for the performance of their department in terms of SLAs, KPIs, and customer satisfaction.
Ultimately responsible for the adequate management of all customer escalations.

5) Organizational Planning and Improvement Prepares short and long range planning for administrative services operations Establishes and recommends changes to policies as necessary.

6) Organizational Growth and Reputation Represents the department on business affairs to the institution community.



- Bachelor's degree in related area and five (5) years of progressively responsible related experience managing Shared Services, Customer Support, a senior customer facing role, or equivalent experience/training. Required

- Preferred experience in strategy development and change management.

- Demonstrated proficiency in customer service with the ability to establish and implement customer service standards.

- Advanced knowledge of administrative management and ability to translate into practice.

- Excellent ability to establish metrics for department and employee goals, and project management

- Strong verbal and written communication skills; ability to influence / persuade all levels of staff.

- Skilled in organization and customer service to effectively manage multiple important priorities.

- Proven ability to organize department work functions in an efficient and effective manner.

- Broad knowledge of common customer service practices.

- Skilled to work collaboratively across all levels and departments of the University.

- Proven skills to quickly evaluate complex issues and identify multiple options for resolution.

- Demonstrated management and conflict resolution skills to effectively lead and motivate others.

- Demonstrated ability to multi-task while maintaining quality service and operations.

To Apply:

Click on the link below to use our new on-line application system.

If you do not have internet access you may mail your application, resume, and cover letter to: University of California, Merced, 5200 North Lake Rd., Merced CA 95343. Please list the job number on the subject line.

Apply Online

The University of California is an Equal Employment Opportunity/Affirmative Action employer and invites applications from all qualified applicants, including women, minorities, veterans, and individual with disabilities, who will enrich the teaching, research and public service missions of the university. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy:

As of January 1, 2014 the University of California, Merced will be a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at

E-Verify: Effective September 8, 2009, all employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by

Keywords: University of California - Merced, Merced , Customer Relations Director, Executive , Merced, California

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