Remote Student Support Operations Lead

Golden Gate University

San Francisco (CA)

Remote

USD 110,000 - 140,000

Full time

4 days ago

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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.