Dir-Customer Service Excellence - (Onsite)

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our strategic plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech

Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that 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.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

In coordination with the Executive Director, responsible for designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) by providing assistance with administrative transactions, providing information to Institute callers (internal and external), and ensuring the successful and timely resolution of customer inquiries. 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. Responsible for daily operations within the ASC and ASC customer experience service. This position will also coordinate with Georgia Tech Human Resources and the University of Georgia Shared Services Center to ensure human resources inquiries are addressed and resolved according to the processes jointly established by the University System of Georgia (USG) and Georgia Tech. This position will supervise. This position will interact on a regular basis with: ASC leadership and staff, partners across the Institute, and external contacts. This position typically will advise and counsel: ASC leadership and staff, College/Unit leaders, and central administrative unit leaders. This position will supervise: ASC assigned staff.

Job Duty 1 - Leads ASC Customer Service Strategy which includes managing campus partnership agreements. Meet and otherwise communicate directly with customers to identify needs and opportunities. Ensures all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence, user-friendly, cost effective, timely and expert support.
Job Duty 2 - 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.
Job Duty 3 - Leads and manages unit personnel including hiring, performance, budget and other duties, as assigned.
Job Duty 4 - 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 conduct sustained continuous improvement activities to achieve higher service levels throughout the center.
Job Duty 5 - Promotes a learning organization to facilitate development of functional expertise, quality management and customer service.
Job Duty 6 - Performs other related duties as assigned.

Educational Requirements
Bachelor's Degree in Business Administration or related field or equivalent combination of education and experience.

Required Experience
Six to eight years of job - related experience.

Preferred Educational Qualifications
Master's Degree in Business or Public Administration or related field.

Preferred Experience
Eight to ten years of customer service management experience.

Desire experience in supervising people leaders with supervisory responsibilities.

Salary Range: $130,640 - $143,000

SKILLS
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.

The 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. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The 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. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits 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. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

This is a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Successful candidate must be able to pass a position of trust background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening