Customer Operations Leader - Excellence & Strategy

University of California, Los Angeles; Los Angeles (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

University of California, Los Angeles is seeking a Customer Operations Manager to lead the Customer Excellence Team. You will oversee order management, billing inquiries, and account assistance, while driving service standards and metrics to improve customer satisfaction.

The role collaborates with Finance, Sales, Customer Success, and Technical Support to ensure accurate provisioning of new sales orders and contract renewals.

Qualifications

• Bachelor's degree or ten years of experience managing call center operations or equivalent combination of education and experience.
• Ten or more years of experience in Workforce Management (WFM) and call forecasting.
• Demonstrated experience managing customer service operations, including order management, billing support, and customer issue resolution.
• Demonstrated strong experience implementing customer service standards, policies, and performance metrics.

Responsibilities

• Lead, develop, and mentor the Customer Excellence Team, fostering a customer-centric culture.
• Oversee order management, billing inquiries, and account assistance to ensure first-contact resolution.
• Ensure accurate provisioning of new sales orders, contract renewals, and service modifications.
• Collaborate cross-functionally with Finance, Sales, Customer Success, and Technical Support to optimize end-to-end experience.

Skills

Customer service operations

Workforce management

Call center forecasting

Leadership & mentoring

Cross-functional collaboration

Process optimization

Data analytics

Education

Bachelor's degree or equivalent experience

Tools

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

Job description

University of California, Los Angeles is seeking a Customer Operations Manager to lead the Customer Excellence Team. You will oversee order management, billing inquiries, and account assistance, while driving service standards and metrics to improve customer satisfaction.

The role collaborates with Finance, Sales, Customer Success, and Technical Support to ensure accurate provisioning of new sales orders and contract renewals.