Customer Service Manager 1

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

Department Summary

At Continuing Education of the Bar (CEB), we are dedicated to empowering California attorneys with innovative resources and practice-oriented tools that enhance their ability to serve clients effectively. Since our founding in 1947, we have remained committed to providing accessible, high-quality legal information, driven by the needs of the California legal community. As a not-for-profit program of the University of California, we prioritize delivering the best California-focused legal tools, all created in-state and in-house.

Position Summary

Under the general direction of the Chief Financial Officer (CFO), the Customer Operations Manager provides strategic leadership, operational oversight, and performance management for the Customer Excellence Team. This role ensures the delivery of exceptional customer service by overseeing all customer interactions related to order management, product support, billing inquiries, and account assistance. The Customer Operations Manager establishes and maintains operational processes, service standards, and performance metrics that drive customer satisfaction, operational efficiency, and continuous improvement. The role is responsible for leading, developing, and mentoring the Customer Excellence Team while fostering a customer‑centric culture focused on quality, responsiveness, and first‑contact resolution. In addition to customer support operations, the Customer Operations Manager oversees the accurate and timely provisioning of new sales orders, contract renewals, and service modifications in support of the Customer Success and Sales organizations. The role collaborates cross‑functionally with Finance, Sales, Customer Success, Technical Support, and other internal departments to ensure seamless order fulfillment, billing accuracy, process optimization, and an exceptional end‑to‑end customer experience.

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

• Bachelor’s degree or ten years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service. (Required)
• Ten or more years of experience in Workforce Management (WFM) and call forecasting. (Required)
• Demonstrated experience managing customer service operations, including order management, billing support, and customer issue resolution. (Required)
• Demonstrated strong experience implementing customer service standards, policies, and performance metrics (Required)
• Strong working knowledge of the Talkdesk telecommunications system. (Required)
• Experience using the Intercom customer communication platform. (Required)
• Extensive knowledge and experience working with Salesforce. (Required)
• Strong knowledge and experience with NetSuite order processing (Required)
• Knowledge and experience using the Staxbill financial billing system (Required)
• Excellent leadership and team‑building skills; ability to motivate, coach, and develop staff (Required)
• Experience collaborating with Sales, Finance, Customer Success, and Technical Support teams and commitment to delivering outstanding customer service and fostering a customer‑centric culture. (Required)
• Experience with business process optimization or digital workflow systems and strong analytical skills with the ability to interpret service trends and operational data and ability to manage multiple priorities in a fast‑changing environment. (Preferred)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree in related area and / or equivalent experience / training (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

8:00 a.m. to 5:00 p.m.

Union/Policy Covered

99-Policy Covered

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Customer%20Service%20Manager%201%20(TBD_1000386)