[Hiring] Contact Center Operations Manager @GOLDEN GATE UNIVERSITY

Role Description

Build, stabilize, and lead GGU One’s student support operation. Manage the Navigator team (Navigators are Golden Gate University’s first contact for all student inquiries), establish dependable coverage and follow-up, improve service quality, and lead implementation of the agreed operating model and roadmap in partnership with university departments and IT.

Essential Functions

• Team Leadership & Development: Hire, onboard, supervise, coach, and evaluate the GGU One Navigator team. Establish clear responsibilities and ongoing training.
• Daily Operations & Coverage: Own staffing schedules, absence coverage, queue monitoring, callback oversight, and daily priorities across phone and email support. Designate backup operational coverage during planned and unplanned absences.
• Service Implementation & Improvement: Lead execution of the approved GGU One operating model and roadmap, translating pilot findings into sustainable workflows, staffing practices, and service improvements.
• Vision & Service Evolution: Shape the long-term vision for GGU One in partnership with university leadership. Evaluate opportunities to improve student support through AI, self-service, and additional channels such as chat and text, prioritizing student needs, service quality, and operational readiness.
• Case Ownership & Tier 2 Follow-Through: Establish clear ownership, response expectations, and escalation procedures with university departments. Monitor unresolved and overdue inquiries, address stalled handoffs, and ensure students receive updates through resolution.
• Knowledge & Guidance: Coordinate with departmental subject-matter experts to maintain accurate, approved Navigator resources. Establish content owners and a process for addressing gaps, conflicting guidance, and policy changes.
• Quality Assurance & Training: Review call recordings, email interactions, and case documentation. Provide timely coaching and targeted training on accuracy, empathy, identity verification, escalation, and follow-up.
• Technology & Workflow Coordination: Partner with IT and Salesforce administrators to improve inquiry management and support the transition from interim Teams and tracker workflows to the approved Salesforce-based approach. Define operational requirements, lead user testing, and prepare the team to adopt new workflows, while technical teams own system configuration and integrations.
• Reporting & Capacity Planning: Produce regular reporting on demand, answering, callbacks, resolution, unresolved work, and quality. Validate metric definitions and data accuracy and recommend staffing adjustments as demand and service scope evolve.
• Other Duties: As assigned.

Qualifications

• Education Requirement: Bachelor’s degree in Business, Higher Education, or any other related field from an accredited college or university.
• Years of Experience: 5+ years of relevant service-operations experience, including direct supervision of a customer support, contact center, or higher education student-services team.
• Operational Leadership: Demonstrated ability to build or stabilize an evolving service operation, establish workflows, manage queue coverage, and lead teams through process and technology changes.
• Contact Center Management: Experience with staffing and shift scheduling, quality assurance scorecards, coaching, case management/ticketing systems, and operational reporting.
• Cross-Departmental Collaboration: Ability to establish accountability, establish and monitor Service Level Agreements (SLAs), and resolve student service issues across departments, including teams outside the role’s direct reporting line.
• Technical Aptitude: Working knowledge of CRM and contact-center tools (ideally Salesforce Education Cloud/Service Cloud), with experience partnering with IT/technical teams on operational implementations.
• Domain Knowledge: Higher-education student-services experience, familiarity with FERPA regulations, and knowledge of military-connected and veteran student needs are strongly preferred.
• Skills and Abilities:
• Excellent communication, leadership, problem-solving, and decision-making skills.
• Ability to remain calm under pressure, handle difficult or emotional clients, and manage a busy, high-stakes service department.
• Proven experience leading a diverse team with varied expertise, including coaching, training, and employee development.
• Ability to compile and synthesize data from multiple sources into reports and presentations for leadership.
• Self-directed and able to work effectively with minimal supervision.

Benefits

• The University's comprehensive benefits program.