Customer Care Manager

University of South Florida•Tampa, FL

19h

About The Position

The Customer Care Manager is a professional service role requiring strong organizational and customer service skills. This operational leader supervises student workers and provides customer service to students and their families throughout the enrollment process. The manager ensures efficient, accurate, student-centered support across phone, email, and virtual service channels. Reporting directly to the Associate Director of Customer Care, the manager oversees daily service operations, student employee performance and development, workflow coordination across teams, and consistent service standards. The role supports high-quality service delivery and helps improve the customer experience for the university community.

Requirements

Bachelor’s degree and four years of experience.
Four years of direct experience may substitute for a bachelor’s degree under the stated degree equivalency clause.
Related work experience may not substitute for any required licensure, certification, or registration established for the position.

Responsibilities

Collaborate with campus partners, including Admissions, Registrar, Financial Aid, and Accounting Services, to streamline service delivery and ensure information accuracy.
Maintain operational reports on service volume, response times, and customer satisfaction.
Assist with budget oversight related to student staffing allocations.
Ensure compliance with university policies related to student employment and customer service operations.
Oversee daily operations of Customer Care service areas to ensure efficient and consistent customer support.
Coordinate staffing schedules for student worker teams to maintain appropriate coverage during peak service periods.
Monitor service requests and manage workload distribution to ensure timely response and resolution.
Recruit, hire, train, and supervise student employees across three service teams.
Provide ongoing coaching, mentoring, and performance feedback to student staff.
Ensure a high standard of customer service reflecting the university’s commitment to student success and support.