Customer Operations Manager for Service Excellence

The Regents of the University of California on behalf of their Los Angeles Campus; Los Angeles (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

University of California, Los Angeles (UCLA) seeks a Customer Operations Manager to lead the Customer Excellence Team. You will direct order management, billing support, and account assistance while shaping service standards and performance metrics.

You will mentor staff, drive end-to-end order fulfillment, and partner with Finance, Sales, Customer Success, and Tech Support to enhance the customer experience.

Qualifications

• Bachelor's degree or ten years of experience managing call center operations or equivalent
• Ten or more years of Workforce Management and call forecasting experience
• Experience managing customer service operations including order management, billing support, and issue resolution
• Experience implementing customer service standards, policies, and performance metrics
• Strong knowledge of Talkdesk system
• Experience with Intercom
• Extensive Salesforce experience
• Strong NetSuite experience
• Staxbill billing system experience
• Excellent leadership and team-building skills
• Experience collaborating with Sales, Finance, Customer Success and Technical Support teams
• Experience with business process optimization or digital workflows (preferred)

Responsibilities

• Provide strategic leadership for the Customer Excellence Team
• Oversee order management, billing inquiries, and account assistance
• Establish operational processes, service standards, and performance metrics
• Mentor and develop staff to foster a customer-centric culture
• Ensure accurate provisioning of new sales orders and contract renewals
• Collaborate cross-functionally to optimize order fulfillment and billing accuracy

Skills

Leadership

Customer service

Workforce management

Process optimization

Analytical skills

Cross-functional collaboration

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

Education

Bachelor's degree or 10 years experience in operations

Tools

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

Job description

University of California, Los Angeles (UCLA) seeks a Customer Operations Manager to lead the Customer Excellence Team. You will direct order management, billing support, and account assistance while shaping service standards and performance metrics.

You will mentor staff, drive end-to-end order fulfillment, and partner with Finance, Sales, Customer Success, and Tech Support to enhance the customer experience.