GGU One Contact Center Operations Manager

Golden Gate University; San Francisco (CA); Remote; USD 110,000 - 140,000; Full time

Job summary

Golden Gate University seeks an experienced Contact Center Operations Manager to build and lead a high-performing GGU One student support operation. You will manage the Navigator team, ensure dependable coverage, and drive service improvements across phone and email channels.

Collaboration with IT and university departments is essential to implement the Salesforce-based approach. The role emphasizes leadership, process optimization, and a focus on evolving student support through AI,

Qualifications

• Bachelor's degree in Business, Higher Education, or related field from an accredited college or university.
• 5+ years of relevant service-operations or contact center leadership experience in higher education or similar environment.
• Experience with staffing, SLA management, and operational reporting.

Responsibilities

• Lead and develop the GGU One Navigator team with clear roles and ongoing training.
• Own staffing, coverage, queue monitoring, and daily priorities across phone and email support.
• Drive implementation of the operating model and roadmap in partnership with IT and university departments.
• Shape long-term vision for GGU One, exploring AI, self-service, chat, and text channels to meet student needs.
• Establish escalation procedures and ensure timely updates to students throughout inquiries.
• Coordinate with subject-matter experts to maintain accurate Navigator resources and content owners.

Skills

Leadership

Communication

Coaching

Problem-solving

Education

Bachelor's degree

Tools

Salesforce Education Cloud

CRM software

Job description

Position Title: GGU One Contact Center Operations ManagerDepartment Name: Office of the ProvostPosition Reports To: Vice Provost of Academic OperationsFLSA STATUS: SalariedSalary: $110,000 - $140,000; this position is eligible for an annual performance-based bonus incentive.Benefits: The University's comprehensive benefits program.Location: Remote; some travel may be required for in-person collaboration and campus events.Days & Hours: Standard work schedule is Monday through Friday, 37.5 hours per week, generally 9am – 5:30pm PST but can be adjusted and/or staggered to support team coverage across the team’s coverage window; flexible schedule may require some evening and weekend hours during peak periods or to handle escalations.BASIC FUNCTION AND SCOPE OF JOB:Build, stabilize, and lead GGU One’s student support operation. Manage the Navigator team (Navigators are Golden Gate University’s first contact for all student inquiries), establish dependable coverage and follow-up, improve service quality, and lead implementation of the agreed operating model and roadmap in partnership with university departments and IT.ESSENTIAL FUNCTIONS:Team Leadership & Development: Hire, onboard, supervise, coach, and evaluate the GGU One Navigator team. Establish clear responsibilities and ongoing training.Daily Operations & Coverage: Own staffing schedules, absence coverage, queue monitoring, callback oversight, and daily priorities across phone and email support. Designate backup operational coverage during planned and unplanned absences.Service Implementation & Improvement: Lead execution of the approved GGU One operating model and roadmap, translating pilot findings into sustainable workflows, staffing practices, and service improvements.Vision & Service Evolution: Shape the long-term vision for GGU One in partnership with university leadership. Evaluate opportunities to improve student support through AI, self-service, and additional channels such as chat and text, prioritizing student needs, service quality, and operational readiness.Case Ownership & Tier 2 Follow-Through: Establish clear ownership, response expectations, and escalation procedures with university departments. Monitor unresolved and overdue inquiries, address stalled handoffs, and ensure students receive updates through resolution.Knowledge & Guidance: Coordinate with departmental subject-matter experts to maintain accurate, approved Navigator resources. Establish content owners and a process for addressing gaps, conflicting guidance, and policy changes.Quality Assurance & Training: Review call recordings, email interactions, and case documentation. Provide timely coaching and targeted training on accuracy, empathy, identity verification, escalation, and follow-up.Technology & Workflow Coordination: Partner with IT and Salesforce administrators to improve inquiry management and support the transition from interim Teams and tracker workflows to the approved Salesforce-based approach. Define operational requirements, lead user testing, and prepare the team to adopt new workflows, while technical teams own system configuration and integrations.Reporting & Capacity Planning: Produce regular reporting on demand, answering, callbacks, resolution, unresolved work, and quality. Validate metric definitions and data accuracy and recommend staffing adjustments as demand and service scope evolve.Other Duties: As assigned.QUALIFICATIONS:Education Requirement: Bachelor’s degree in Business, Higher Education, or any other related field from an accredited college or university.Years of Experience: 5+ years of relevant service-operations experience, including direct supervision of a customer support, contact center, or higher education student-services team.Operational Leadership: Demonstrated ability to build or stabilize an evolving service operation, establish workflows, manage queue coverage, and lead teams through process and technology changes.Contact Center Management: Experience with staffing and shift scheduling, quality assurance scorecards, coaching, case management/ticketing systems, and operational reporting.Cross-Departmental Collaboration: Ability to establish accountability, establish and monitor Service Level Agreements (SLAs), and resolve student service issues across departments, including teams outside the role’s direct reporting line.Technical Aptitude: Working knowledge of CRM and contact-center tools (ideally Salesforce Education Cloud/Service Cloud), with experience partnering with IT/technical teams on operational implementations.Domain Knowledge: Higher-education student-services experience, familiarity with FERPA regulations, and knowledge of military-connected and veteran student needs are strongly preferred.Skills and Abilities:Excellent communication, leadership, problem-solving, and decision-making skills.Ability to remain calm under pressure, handle difficult or emotional clients, and manage a busy, high-stakes service department.Proven experience leading a diverse team with varied expertise, including coaching, training, and employee development.Ability to compile and synthesize data from multiple sources into reports and presentations for leadership.Self-directed and able to work effectively with minimal supervision.Supplemental InformationTo apply: Please go to http://www.ggu.edu/jobs to submit an application, letter of interest, and a resume.In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.University policy prohibits discrimination based on race, color, religion/creed, national origin, ancestry, age, sex/gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, gender expression, military or veteran status, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all demographics.Circa