Service Experience Manager, UVAFinance

The Service Experience Manager supervises the operation of the Finance Solution Center and its team members to maintain a high standard of service excellence. This role is responsible for managing service delivery across channels, driving consistency in standards and protocols, and aligning service operations with UVA Finance's strategic priorities. The Manager oversees a team of 7 (3 Associates, 4 Senior Associates) and partners closely with functional leaders, systems teams, communications, and training to ensure a proactive, data-driven, and human-centered approach to service.

Responsibilities and Duties:

• Leading service design within the FSC.
• Assessing, designing, planning, prototyping: job/task audits, service catalog, SLA, staffing.
• Building and testing: document request flows, create Knowledge articles, call scripts, train staff, coordinate advisory groups.
• Monitoring inquiry volume and customer satisfaction metrics to manage team workload.
• Cross-functional collaboration - partnering with business process owners to refine the service delivery models.
• Continuous improvement of FSC processes.
• Team management - provide ongoing feedback and performance management for the team; support the team through rewards, recognition, career development, and laddering; and ensure the operation is properly resourced by leading the hiring process when there are openings.

Key Qualifications/Certifications:

• Required Experience: At least four years of specialized customer service experience.
• Required Education: Bachelor's degree.
• Preferred Qualifications: At least one year of management experience in a user support or customer service context.
• Required/Preferred Certifications: Professional Customer Service certification preferred.
• Preferred Computer Applications: Workday, Salesforce CRM, Call Center Management and Reporting, Knowledge Base applications

Competencies:

• Commitment to best-in-class customer service experience for diverse employee and applicant population
• Ability to articulate and navigate complex policies and procedures
• Impeccable verbal and written communication skills
• Sound judgment and discretion with sensitive information
• Positive, team-oriented approach to service delivery
• Understanding of University population's needs
• Commitment to continual process improvement
• Advanced critical thinking, logic, and problem-solving skills
• Knowledge of performance management best practices
• Ability to prioritize diverse tasks to meet customer needs

Salary range: $90K - $120K per year, based on education and experience.

This position will remain open until filled. This is an exempt level, benefited position. The University will perform background checks on all hires (if required) prior to employment.Applicants must be currently authorized to work in the United States. For this role, the University will not sponsor or consider candidates requiring sponsorship for employment visas now or in the future. For questions about the application process, please contact Daniel Strong, Senior Recruiter at das6zb@virginia.edu.

Please apply through the University job board, Careers at UVA, and search for R0080770.

Internal applicants may search and apply for jobs on the UVA Internal Careers website.

MINIMUM REQUIREMENTS

Education: Bachelor's degree

Experience: At least four years of specialized customer service experience.

Licensure: None

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA's commitment to non-discrimination and equal opportunity employment.