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Service Operations Manager
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![]() United States, Minnesota, Minneapolis | |
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Apply for Job Job ID
361346Location
Twin CitiesJob Family
Student ServicesFull/Part Time
Full-TimeRegular/Temporary
RegularJob Code
9703RCEmployee Class
Acad Prof and AdminAdd to Favorite Jobs Email this Job About the Job
Hiring Salary Range: $62,000-$66,500 DOQ The Office of the Registrar (OTR) Service Operations unit is responsible for the timely and accurate maintenance of students' records with oversight and subject matter expertise of transcript production and enrollment verifications; diploma services; NCAA Athletic Eligibility Certification; document imaging; mass mailings; financial reporting and billing for the unit; and associated data-quality functions. The Service Operations Manager reports to the Assistant Director of Service Operations and is responsible for overseeing and managing the daily work of student Customer Relations Representatives (CRRs). This position has system-wide responsibilities providing essential diploma and transcript services to all five University campuses. Accordingly, this person will serve as an expert on University policy and will interpret records-related corrections surfaced through quality assurance processes under limited supervision. Additionally, this position serves as a liaison between OTR and One Stop Student Services, maintaining key relationships between these closely aligned units. The position serves as a process owner for system-wide diploma and transcript services, the digital credentialing platform, and the Constituent Relationship Management system (Salesforce) and relies heavily on the ability to operate independently of supervision. The individual must be technology-savvy and comfortable working with a variety of systems, which include (but are not limited to) PeopleSoft Campus Solutions (including the use of queries), Jadu, WorkflowGen, Microsoft Office suite, Document Management software, Paradigm and Parchment (our Digital Credentialing Service), Google Workspace, and Constituent Relationship Management (CRM) software. Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position; this work currently requires in-office time at a minimum of three days each week. The arrangement for this position will be determined upon hire between employee and supervisor. Leadership & Operational Excellence (40%)
Process Owner (30%)
Club Sport Eligibility Certification (athletic certification) (10%)
Project Management and Facilitation (10%)
National Student Clearinghouse: (10%)
Qualifications
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
About the Department
The mission of Academic Support Resources (ASR) is to make a positive difference in students' lives. This mission includes the entire UMN system, of which ASR provides significant support to each campus and values their collaboration to improve the student experience. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better able to serve and represent our University community by ensuring we value differences and individuality. The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem solving/analysis, development, leadership, teamwork, and customer service. The Office of the Registrar (OTR) manages all aspects of current and historical student academic records. As stewards of the University's academic records, we ensure accuracy and integrity, protect student data, and enforce the standards set by University policies and procedures and state and federal laws. OTR is made up of the following teams: records & enrollment, service operations, degree audit & transfer evaluation, quality assurance, and non-credit systems & alternative credentials. Each serves as a resource for students, faculty, and staff. Benefits
Working at the University
Please visit the Office of Human Resources website for more information regarding benefits. How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume. Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section. To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647. Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. About the U of M
The University of Minnesota, Twin Cities (UMTC) The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations. At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022). |