**Experienced Director of Customer Service Excellence - Hybrid Work Environment**

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a proven track record of leading high-performing teams and driving business growth through innovative strategies? If so, we invite you to join blithequark as our Director of Customer Service Excellence in a hybrid work environment. About blithequark blithequark is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. Our institution serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. We are committed to developing leaders who advance technology and improve the human condition, and we strive to create a culture of inclusivity, innovation, and excellence. Our Mission and Values At blithequark, we are guided by a set of core values that shape our actions and decisions. These values include: * Students are our top priority * We strive for excellence * We thrive on diversity * We celebrate collaboration * We champion innovation * We safeguard freedom of inquiry and expression * We nurture the wellbeing of our community * We act ethically * We are responsible stewards As a Director of Customer Service Excellence, you will play a critical role in shaping our customer experience strategy and ensuring that our Administrative Services Center (ASC) delivers exceptional service to our campus customers. You will lead a team of customer service professionals, develop and implement customer service metrics and performance measures, and collaborate with senior leadership to drive business growth and improvement. Responsibilities As a Director of Customer Service Excellence, your key responsibilities will include: * Leading the ASC customer service strategy, including managing campus partnership agreements and ensuring that all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence * Managing the daily operations of the ASC customer experience service desk, including supervising direct staff and ensuring that work teams are appropriately focused on achieving targeted performance levels * Leading and managing unit personnel, including hiring, performance, budget, and other duties as assigned * Planning and managing organizational metrics and performance measures and goals, including identifying and reporting on scorecard results and trends * Promoting a learning organization to facilitate development of functional expertise, quality management, and customer service * Performing other related duties as assigned Requirements To be successful in this role, you will need: * A Bachelor's Degree in Business Administration or a related field, or an equivalent combination of education and experience * Six to eight years of job-related experience, with a preference for eight to ten years of customer service management experience * A Master's Degree in Business or Public Administration or a related field is preferred * Experience in supervising people leaders with supervisory responsibilities is highly desirable * Specialized skills in customer support, customer service, call centers, or equivalent fields, including experience with customer support management tools (e.g. ServiceNow) * Experience in a shared services environment, finance, procurement, human resources, IT, or research administration is preferred * Experience working in an enterprise resource planning (ERP) system (e.g. Workday) and a higher education environment is highly desirable What We Offer As a Director of Customer Service Excellence at blithequark, you will enjoy a competitive salary range of $130,640 - $143,000, a comprehensive benefits package, and opportunities for professional growth and development. You will also be part of a dynamic and inclusive team that is committed to excellence and innovation. If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an Equal Employment Opportunity Employer. We are committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, blithequark provides equal opportunity to all faculty, staff, students, and all other members of the blithequark community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. blithequark prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the blithequark community, including affiliates, invitees, and guests. **Background Check** This position requires a background check. Apply for this job