Customer Relations Director
Company: University of California - Merced
Posted on: September 11, 2019
Customer Relations Director
Business and Financial Services
Applicant 26th and may continue through selection.
$90,000 - $100,000
DCC - Downtown Campus Center
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.
ABOUT THE JOB
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
Supports the short and long-term strategy of the organization and
direct the implementation of plans defined by the Executive
Designs and coordinate plans for the onboarding of new functions
and/or customers to CBS2
Identifies CBS2 objectives, build related models and feasibility
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
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.
Responsible for the performance of their department in terms of
SLAs, KPIs, and customer satisfaction.
Ultimately responsible for the adequate management of all customer
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
- 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.
Click on the link below to use our new on-line application
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
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
Keywords: University of California - Merced, Merced , Customer Relations Director, Executive , Merced, California
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