Remote Contact Center Operations Manager (Student Support)

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

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.