Commuter & Parking Services- Customer Relations & Student Operations Analyst

University of California - Los Angeles (UCLA); Los Angeles (CA); Presencial; USD 42.000 - 45.000; Jornada completa

Descripción de la vacante

University of California, Los Angeles (UCLA) Transportation seeks a Customer Relations & Student Operations Analyst to manage frontline customer operations and oversee 25+ student staff. The role supports CRM workflows, training, audits, and process improvements to deliver high‑quality service to a campus of 90,000+ community members.

Reporting to the BCP Operations Supervisor, you will coordinate interview cycles, maintain knowledge resources, collaborate with outreach and technology teams, and

Formación

• Strong commitment to customer service and the ability to handle high volume requests.
• Ability to organize large amounts of information into coherent subgroups.
• Experience in managing short- and long-range projects with timelines.
• Initiative and flexibility to grow transportation programs.
• Ability to handle confidential matters with tact and diplomacy.
• Strong written and oral communication to various audiences.

Responsabilidades

• Coordinate annual interview and onboarding cycles for 25+ student employees.
• Train new student employees and maintain internal knowledgebase.
• Audit processes to enhance service quality and performance.
• Support CRM operations, outreach, and technology teams as liaison.
• Analyze workflows and contribute to strategic planning and staffing.

Conocimientos

Strong communication

Customer service orientation

Conflict resolution

Organizational skills

Group presenting

Herramientas

Outlook

Excel

Salesforce

Smartsheet

Descripción del empleo

Special Instructions to Applicants

The budgeted hiring salary/target range for this position is from $30.63 - $32.51 hourly, with salary placement based on skills, knowledge, and experience.

Position Summary

Under the general direction of the BCP Operations Supervisor, The Customer Relations & Student Operations Analyst plays a vital role in supporting UCLA Transportation by managing frontline customer operations and student staffing to ensure exceptional Bruin experiences across a diverse campus community. The Customer Relationship Management (CRM) team supports an annual UCLA campus population of over 90,000 students, staff and faculty, and provides training, tools, and technology for customers to select how they prefer to commute to campus. This operation supports over 50,000 customer interactions annually, consisting of email, phone and in-person support. The analyst works closely with student supervisors to enhance training, provide resources, and maintain high-impact customer service. Acting as a liaison between CRM operations, outreach, and technology teams, the analyst also contributes to strategic planning, performance analysis, and student employee development initiatives. This position supports the department's strategic hiring goals by coordinating annual interview and onboarding cycles, maintaining internal documentation, and ensuring high-quality service delivery through regular audits and process improvements. The analyst provides critical support to the customer service operation, including administering annual interviewing and onboarding cycles, coordinating schedules for 25+ student (casual) employees, training new student (casual) employees, maintaining internal Knowledgebase articles, and conducting internal audits to enhance service quality. In addition, the analyst supports the operational effectiveness of the Customer Relationship Management (CRM) unit by: * Managing internal systems and customer service workflows * Evaluating and improving business processes * Coordinating cross-functional projects * Ensuring service delivery aligns with UCLA Events & Transportation standard The analyst works closely with student supervisors to enhance training, provide resources, and maintain high-impact customer service. Acting as a liaison between CRM operations, outreach, and technology teams, the analyst also contributes to strategic planning, performance analysis, and student employee development initiatives.

Salary & Compensation

UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

• Communication & Relationship Management Systems Demonstrated proficiency in the use of E&T communication and relationship management system programs, intranet tools and other related software. (Preferred)
• Technological Aptitude Outlook, Excel, Salesforce, Smartsheet and other programs. (Preferred)
• Political Acumen Analyzing information, practices, policies, procedures, problems, and situations. Ability to exercise sound judgment in decision making and handle sensitive situations or issues that are complex. (Preferred)
• 1. Strong commitment to customer service with a professional and approachable demeanor. Ability to identify customers' needs and provide timely and accurate information for a high volume of requests. Strong interpersonal skills that provide the ability to establish and maintain professional and cooperative relations with staff, peers, customers and others at all levels. Ability to communicate in a clear and concise manner, using appropriate tone and vocabulary, to obtain and convey information professionally to a variety of audiences with diplomacy and clarity. Ability to be flexible and work in demanding situations with a sense of urgency, while keeping a customer service orientation. Including ability to adjust work hours and if necessary, work overtime to meet the needs of the office, including deadlines such as peak periods, weekend/evening Outreach events. (Required)
• 2. Ability to organize large amounts of material and information into coherent subgroups and logical sequences. (Required)
• 3. Demonstrated skill in managing short-and long-range projects, including developing action plans and timelines, communicating goals and objectives, allocating departmental resources, producing status reports, and resolving conflicts or delays to accomplish projects by established deadlines. (Required)
• 4. Demonstrated initiative, flexibility and ability to focus on "growing" current alternative transportation programs and taking action that ensures program success and continuity. Demonstrated ability in conducting research to remain current with leading edge technology, innovation, and best practices. (Required)
• 5. Ability to handle highly confidential matters with tact and diplomacy and maintain confidentiality of information as needed to protect the rights of individuals of the University. (Required)
• 6. Skill in negotiating mutually agreeable solutions to conflicts between individuals, groups, or organizational units. Ability to make decisions and implement solutions in line with University guidelines and departmental policies and procedures when not all parties are in agreement. (Required)
• 7. Demonstrated written and oral communications skills to obtain and/or convey information to individuals at various organizational levels and to explain complex policies and procedures to personnel and customers. (Required)
• 8. Ability to organize and coordinate multiple projects and assignments; perform with frequent interruptions, conflicting demands, changing priorities, heavy workloads; establish priorities that accurately reflect the importance of the job and accomplish departmental goals and objectives. Proactive attitude, with the drive to initiate projects and new processes, including skill in organizing material, information, and people in a systematic way to optimize efficiency and minimize duplication of effort. (Required)
• 9. Ability to conduct group presentations to inform and promote transportation programs, policies and procedures. (Required)
• 10. Documented skills in accurately mapping processes, project planning/implementation and monitor and updating project progress. (Required)
• 11. Ability to track, understand and analyze budgetary information to make decisions, review operating expenses, control expenditures and develop new fiscal year budgetary plans. (Required)
• 12. Ability to quickly gain in-depth knowledge of the following: All campus parking areas including the locations of the different types of parking, including pay stations, permit spaces and loading areas, Campus administration and organizational structure, including demonstrated knowledge of University policies and procedures, Staff/faculty, student and visitor parking, and alternative transportation options and processes to determine participant eligibility. (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

Monday - Friday, 8am - 5pm

Union/Policy Covered

RP-Research and Public Service PR