Manager, Customer Services

ubc; Vancouver; On-site; CAD 90,000 - 135,000; Full time

Job summary

UBC Facilities seeks a Manager, Customer Services who will lead strategic customer-focused operations across the Facilities Service Centre and Clerical Pool on the Vancouver campus. This role drives service standards, policy implementation, and a strong culture of service excellence.

The position reports to the Director, Customer Services & Informatics and supervises multiple teams, guiding disaster planning, roadmap development, and customer experience initiatives across Facilities.

Responsibilities

• Provides overall accountability for the Facilities Service Centre and Clerical Pool, ensuring services align with priorities, standards and customer expectations.
• Establishes service strategies, metrics, standards and continuous improvement priorities for customer-facing teams.
• Monitors performance through direct reports, analyzes trends and risks, and adjusts policies, processes or resources accordingly.
• Oversees integration of customer service with Facilities systems (EMMS, Workday processes, and enterprise service tools).

Job description

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Administration, Level C

Job Title

Manager, Customer Services

Department

Customer Services & Informatics | Facilities

Compensation Range

$8,087.08 - $12,117.08 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

September 1, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

**Please note that this position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

UBC Facilities includes 9 departments with approximately 800-850 team members who are responsible for the planning, building, renewing, operating and maintaining the buildings, utilities infrastructure and public realm on the UBC Vancouver campus.

The Manager, Customer Services is a key member of UBC Customer Services and Informatics and is responsible for driving strategic initiatives to ensure seamless, consistent and customer-focused service delivery across UBC Facilities. The role provides strategic and performance oversight for customer-facing operational functions, including the Facilities Service Centre and Clerical Pool, ensuring alignment with service standards, systems, and Facilities priorities

The Manager leads continuous improvement initiatives, develops and writes policies and procedures, fosters staff engagement to improve the culture by creating forums for staff to network and collaborate, and enhance organizational and operational resilience through disaster planning for Facilities. They are responsible for the development and maintenance of the Facilities roadmap, and leading associated initiatives. The role also focuses on customer engagement and satisfaction and is responsible for the annual Facilities Customer Experience Survey, including customer experience measurement, analysis, and reporting.

Organizational Status

Reports to the Director, Customer Services & Informatics. Works closely with Heads, Managers, Senior Managers, Directors and Facilities partners (VPFO Communications & Engagement, IT, Business Intelligence & SRS). Directly supervises the Facilities Clerical Pool, the Team Lead, Customer Services, and the Construction Document Administrator.

Work Performed

Service Oversight and Performance Accountability

• Provides overall accountability for the Facilities Service Centre and Clerical Pool, ensuring services are delivered in alignment with Facilities priorities, service standards, and customer experience expectations.
• Establishes service strategies, performance metrics, service standards, and continuous improvement priorities for customer-facing operational teams.
• Oversees operational performance through direct reports, monitoring trends, risks, and outcomes, and addressing systemic issues through policy, process, or resourcing adjustments.
• Ensures effective integration of customer service operations with Facilities systems, including EMMS, Workday-related processes, and enterprise service tools.
• Leads the implementation of operational changes, including process updates and technology enhancements, to support effective and efficient Customer Service operations. Ensures Service Centre and clerical teams are prepared to adopt, embed, and sustain these changes.

People Leadership

• Directly supervises the Facilities Clerical Pool, the Team Lead, Customer Services, and the Construction Document Administrator providing leadership, coaching, performance management, and development support.
• Sets clear expectations and accountabilities for service delivery, training compliance, and operational excellence.
• Manages the performance conversation process with employees and provides career planning advice to team; creates development plans to help team members achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning. Leads performance development and evaluation in partnership with HR and, where applicable, the Director.
• Fosters a respectful, inclusive, and collaborative service culture aligned with UBC and Facilities values.

Strategic / Business Planning

• Supports organizational effectiveness by aligning customer and staff engagement strategies with departmental priorities, acting as a bridge between leadership, staff, and stakeholders to ensure plans are informed, inclusive, and responsive to evolving needs. Guides the development of initiatives that enhance service quality, operational cohesion, and strategic alignment across the department
• Responsible for the planning an