GGU One Contact Center Operations Manager (47293)

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

Job summary

Golden Gate University in San Francisco is seeking a dedicated GGU One Contact Center Operations Manager to lead the Navigator team and optimize student support operations. You will manage staffing, coverage, and escalations while driving service improvements and a scalable operating model across departments.

Key responsibilities include shaping the long-term vision for GGU One, exploring AI and multi-channel support, and partnering with IT and Salesforce to implement new workflows.

Qualifications

• Bachelor’s degree in Business, Higher Education, or related field.
• 5+ years of service-operations leadership including supervision of a customer support, contact center, or higher education student-services team.
• Experience with staffing, scheduling, quality assurance scorecards, and operational reporting.
• Familiarity with CRM tools (Salesforce Education Cloud/Service Cloud) and collaborating with IT on implementations.
• Knowledge of FERPA regulations and military-connected/veteran student needs.

Responsibilities

• Lead and develop the GGU One Navigator team and manage coverage and escalation.
• Own staffing schedules, queue monitoring, callback oversight, and daily priorities.
• Lead execution of the operating model and roadmap, translating pilot findings into sustainable workflows.
• Shape long-term vision for GGU One, exploring AI, self-service, and multi-channel support.
• Establish ownership and escalation procedures; monitor unresolved inquiries and ensure timely updates.
• Coordinate with IT and Salesforce to implement new workflows and integrations.
• Produce regular reporting on demand, callbacks, resolution, and quality; adjust staffing as needed.
• Provide coaching and training on accuracy, empathy, and processes.

Skills

Team Leadership

Operations Management

Staffing & Scheduling

Communication

Problem Solving

Training & Coaching

Data Reporting

Education

Bachelor’s degree in Business or Higher Education

Tools

Salesforce Education Cloud/Service Cloud

CRM Tools

Job description

Job Details

Job Location: San Francisco - San Francisco, CA 94105, Salary Range: $110,000.00 - $140,000.00 Salary/year, Position Title: GGU One Contact Center Operations Manager

Department Name: Office of the Provost

Position Reports To: Vice Provost of Academic Operations

FLSA STATUS: Salaried

Salary: $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 Information

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.