Remote Student Services Operations Leader

Golden Gate University; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Golden Gate University is hiring a remote GGU One Contact Center Operations Manager to lead the Navigator team, ensure coverage, and implement the operating model. The role reports to the Vice Provost of Academic Operations and requires 5+ years in service-operations leadership within higher education.

Responsibilities include staffing, escalation, quality assurance, and exploring AI/self-service channels to improve student support. Some travel may be required.

Qualifications

• Bachelor's degree in Business, Higher Education, or related field.
• 5+ years in service-operations with team supervision.
• Experience leading a customer support or college-student services team.
• Knowledge of FERPA and higher-education needs preferred.
• Strong communication, leadership, and process improvement skills.

Responsibilities

• Lead GGU One Navigator team and ensure coverage and training.
• Own staffing, queue monitoring, escalation, and service priorities.
• Implement the approved operating model and roadmap with Stakeholders.
• Shape long-term vision, explore AI/self-service channels.
• Establish SLAs, track metrics, and report on performance.
• Collaborate with IT and Salesforce to implement workflows.

Skills

Leadership

People mgmt

Customer ops

Communication

Problem solving

Data reporting

Cross-dept collab

Education

Bachelor's degree in Business or related field

Tools

Salesforce Education Cloud/Service Cloud

CRM systems

Job description

Golden Gate University is hiring a remote GGU One Contact Center Operations Manager to lead the Navigator team, ensure coverage, and implement the operating model. The role reports to the Vice Provost of Academic Operations and requires 5+ years in service-operations leadership within higher education.

Responsibilities include staffing, escalation, quality assurance, and exploring AI/self-service channels to improve student support. Some travel may be required.