GGU One Contact Center Operations Manager (47293)

Position Title: GGU One Contact Center Operations Manager

Department Name: Office of the Provost

Position Reports To: Vice Provost of Academic Operations

FLSA STATUS: Salaried

Salary: $110,000 - $140,000 ; this position is eligible for an annual performance-based bonus incentive.

Benefits: The University's comprehensive benefits program.

Location: Remote; some travel may be required for in-person collaboration and campus events.

Days & Hours: Standard work schedule is Monday through Friday, 37.5 hours per week, generally 9am – 5:30pm PST but can be adjusted and/or staggered to support team coverage across the teams coverage window; flexible schedule may require some evening and weekend hours during peak periods or to handle escalations.

BASIC FUNCTION AND SCOPE OF JOB:

Build, stabilize, and lead GGU Ones student support operation. Manage the Navigator team (Navigators are Golden Gate Universitys 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

QUALIFICATIONS:

- Education Requirement: Bachelors 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 roles 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.

Supplemental Information

To apply: Please go to  http://www.ggu.edu/jobs  to submit an application, letter of interest, and a resume.

In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.

Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.

University policy prohibits discrimination based on race, color, religion/creed, national origin, ancestry, age, sex/gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, gender expression, military or veteran status, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.

The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all demographics.

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