CRM Policy & Operations Analyst II

UCLA; Los Angeles (CA); On-site; USD 42,000 - 45,000; Full time

Job summary

UCLA Transportation seeks a Customer Relations & Student Operations Analyst to manage frontline customer operations and supervise 25+ student staff. You will coordinate interviewing/onboarding cycles, maintain internal knowledge resources, and audit processes to ensure high-quality service aligned with campus needs.

In this role you will collaborate with CRM, outreach, and technology teams, participate in strategic planning, and contribute to performance analysis and staff development

Qualifications

• Strong commitment to customer service with professional demeanor.
• Ability to identify customers' needs and provide timely information for high volume requests.
• Proven ability to organize large amounts of material into coherent subgroups and sequences.
• Experience in coordinating multiple projects, timelines, and resources.

Responsibilities

• Manage frontline customer operations and student staffing.
• Coordinate annual interview and onboarding cycles for 25+ student employees.
• Maintain Knowledgebase articles and conduct internal audits to improve service quality.
• Liaise between CRM operations, outreach, and technology teams for planning and analysis.

Skills

Customer service

Communication

Relationship management

Project coordination

Tools

Salesforce

Smartsheet

Excel

Outlook

Job description

UCLA Transportation seeks a Customer Relations & Student Operations Analyst to manage frontline customer operations and supervise 25+ student staff. You will coordinate interviewing/onboarding cycles, maintain internal knowledge resources, and audit processes to ensure high-quality service aligned with campus needs.

In this role you will collaborate with CRM, outreach, and technology teams, participate in strategic planning, and contribute to performance analysis and staff development