AVP, Service Operations & Customer Experience

The Chronicle Of Higher Education, Inc.; Statesboro (GA); On-site; USD 160,000 - 224,000; Full time

Job summary

Georgia Southern University, located in Statesboro, GA, seeks an Associate Vice President for Service Operations to lead the division's strategic direction and operational excellence across facilities, HR, IT, engagement, and more.

The AVP will establish metrics, scorecards, and service standards, drive continuous improvement, and foster a customer-first culture while partnering with campus leadership to align services with the university's mission. This is a senior, exempt, monthly-paid role.

Qualifications

• Bachelor's Degree
• Minimum of five (5) years of related experience in the service industry

Responsibilities

• Provide strategic leadership for service operations units aligned with the university's mission and goals.
• Oversee planning, management, and reporting for facilities, auxiliary services, procurement, campus safety, and other service units.
• Build a service culture: define standards, communicate expectations, recognize excellence, and hold units accountable for customer-first service.
• Establish key metrics, service level standards, and scorecards; publish results regularly and make performance transparent.
• Work with leadership to interpret scorecard results, identify gaps, and drive actions and resources to improve outcomes.
• Leverage AI, automation, and self-service to improve customer experience while ensuring data privacy and appropriate human touch.
• Cultivate a mindset of getting better at getting better through continuous learning and improvement.

Education

Bachelor's Degree

Job description

Georgia Southern University, located in Statesboro, GA, seeks an Associate Vice President for Service Operations to lead the division's strategic direction and operational excellence across facilities, HR, IT, engagement, and more.

The AVP will establish metrics, scorecards, and service standards, drive continuous improvement, and foster a customer-first culture while partnering with campus leadership to align services with the university's mission. This is a senior, exempt, monthly-paid role.