[Hiring] Customer Service Manager @The Regents of the University of California on behalf of their Los Angeles Campus

Role Description

Under the general direction of the Chief Financial Officer (CFO), the Customer Operations Manager provides strategic leadership, operational oversight, and performance management for the Customer Excellence Team. This role ensures the delivery of exceptional customer service by overseeing all customer interactions related to:

• Order management
• Product support
• Billing inquiries
• Account assistance

The Customer Operations Manager establishes and maintains operational processes, service standards, and performance metrics that drive customer satisfaction, operational efficiency, and continuous improvement. Responsibilities include:

• Leading, developing, and mentoring the Customer Excellence Team
• Fostering a customer‑centric culture focused on quality, responsiveness, and first‑contact resolution
• Overseeing the accurate and timely provisioning of new sales orders, contract renewals, and service modifications
• Collaborating cross‑functionally with Finance, Sales, Customer Success, Technical Support, and other internal departments

The goal is to ensure seamless order fulfillment, billing accuracy, process optimization, and an exceptional end‑to‑end customer experience.

Qualifications

• Bachelor’s degree or ten years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service. (Required)
• Ten or more years of experience in Workforce Management (WFM) and call forecasting. (Required)
• Demonstrated experience managing customer service operations, including order management, billing support, and customer issue resolution. (Required)
• Demonstrated strong experience implementing customer service standards, policies, and performance metrics (Required)
• Strong working knowledge of the Talkdesk telecommunications system. (Required)
• Experience using the Intercom customer communication platform. (Required)
• Extensive knowledge and experience working with Salesforce. (Required)
• Strong knowledge and experience with NetSuite order processing (Required)
• Knowledge and experience using the Staxbill financial billing system (Required)
• Excellent leadership and team‑building skills; ability to motivate, coach, and develop staff (Required)
• Experience collaborating with Sales, Finance, Customer Success, and Technical Support teams and commitment to delivering outstanding customer service and fostering a customer‑centric culture. (Required)
• Experience with business process optimization or digital workflow systems and strong analytical skills with the ability to interpret service trends and operational data and ability to manage multiple priorities in a fast‑changing environment. (Preferred)

Requirements

• Bachelor's Degree in related area and / or equivalent experience / training (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

• 8:00 a.m. to 5:00 p.m.

Union/Policy Covered

• 99-Policy Covered

Complete Position Description

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