Alumni Relations Operations Lead

Columbia University; New York (NY); On-site; USD 68,000 - 70,000; Full time

Job summary

Columbia University’s Columbia Alumni Center seeks an Assistant Director to oversee alumni customer service inquiries and optimize processes. You will analyze service data, implement improvements, and coordinate across Alumni Relations, OAD, CUIT, and other units to resolve complex issues.

Reporting to the CAC Director, you will liaise with schools and units, manage Salesforce Case Management, maintain documentation, train staff, and provide reports on inquiry volume and trends to inform

Qualifications

• Bachelor's degree or equivalent work experience.
• 2–4 years of relevant customer service/alumni relations experience.
• Proficiency in Microsoft Office and Google Workspace.
• Ability to manage multiple projects in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to collaborate with diverse stakeholders.

Responsibilities

• Serves as a lead customer service resource for alumni requests and liaises with CUIT and OAD-IT to resolve inquiries.
• Fields, tracks, codes, routes, and resolves inquiries from alumni and external constituents.
• Manages the Salesforce Service Cloud Lightning Case Management system and trains staff.
• Researches complex inquiries and escalates to senior management when appropriate.
• Oversees cases involving conduct policies and coordinates reviews with Public Safety, OGC, and CUIT.
• Liaises with CUIT and OAD-IT for alumni technology issues, including identity verification and access.
• Coordinates data updates with OAD-Data for biographical information in UpRoar and resolve discrepancies.
• Provides reports and analytics on CAC inquiry volume and trends to inform improvements.

Skills

Customer service

Communication

Organization

Analytical skills

Multi-tasking

Team collaboration

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Job description

Columbia University’s Columbia Alumni Center seeks an Assistant Director to oversee alumni customer service inquiries and optimize processes. You will analyze service data, implement improvements, and coordinate across Alumni Relations, OAD, CUIT, and other units to resolve complex issues.

Reporting to the CAC Director, you will liaise with schools and units, manage Salesforce Case Management, maintain documentation, train staff, and provide reports on inquiry volume and trends to inform