Customer Experience Center Lead

University of California, San Francisco • San Francisco, CA

13d

About The Position

This role serves as a lead resource within the Customer Experience Center (CEC), providing day-to-day operational support, guidance, and subject matter expertise to CEC team members. The incumbent will ensure consistent, accurate, and timely delivery of HR services by providing direct customer support through multiple channels including phone, Oracle Help Desk, and email. Responsibilities include researching issues, resolving HR questions across various subunits, and escalating complex matters. In a lead capacity, this position offers consultation to team members on inquiries, processes, and escalation pathways, supports onboarding and training, and shares knowledge. The role may assist the Customer Experience Supervisor with daily workflow coordination, identifying coverage needs, and communicating operational priorities. The Lead provides input on processes, service trends, and training needs, and monitors inquiry trends to identify areas of customer need. This position partners with the supervisor and HR subject matter experts to develop and maintain knowledge content, response templates, and self-service resources. Close collaboration with HR subunits is essential to stay informed about policies, programs, and changes that may impact customer inquiries. The role may also focus on specific HR programs or processes, involving transaction processing, form review, vendor interaction, troubleshooting, and documentation. Continuous improvement of CEC operations is a key aspect, involving identification of service gaps, recurring issues, and inefficiencies, and participation in projects and process improvements.

Requirements

• Bachelor's degree in related area and / or equivalent experience / training.
• Minimum three years relevant experience.
• Possesses strong analytical skills to conduct analysis and develop recommendations.
• Working knowledge of human resources practices, policies, procedures, programs, and applicable organizational guidelines.
• Strong analytical, research, and problem-solving skills to independently resolve HR inquiries of moderate scope and complexity.
• Demonstrated ability to serve as a lead resource, provide day-to-day guidance, coordinate workflow, and support team priorities.
• Strong customer service and interpersonal skills to effectively support employees, supervisors, managers, and HR partners.
• Ability to coach, train, and onboard team members and promote consistent application of HR processes and service standards.
• Strong written and verbal communication skills with the ability to clearly explain complex HR information to diverse audiences.
• Ability to organize and prioritize competing responsibilities while maintaining accuracy and responsiveness in a high-volume service environment.
• Demonstrated judgment and discretion in handling sensitive information, identifying trends and process improvements, and appropriately escalating complex or urgent matters.

Nice To Haves

• PHR, SPHR, SHRM-CP, SHRM-SCP, CHC, or comparable HR/compliance certification

Responsibilities

• Provides multi-channel HR customer support and case resolution. Applies professional HR knowledge, organizational policies, procedures, systems, and resources to independently respond to and resolve employee, supervisor, and manager inquiries of moderate scope and complexity. Provides daily coverage through the phone line, Oracle Help Desk cases, shared email box(es), and other assigned channels. Researches inquiries across HR functional areas, documents interactions and resolutions, follows matters through completion, and appropriately escalates complex, sensitive, or urgent issues.
• Serves as a lead resource for CEC team members and supports daily operations. Acts as a first point of consultation for team members regarding complex inquiries, procedures, resources, and escalation pathways. Provides day-to-day guidance, shares best practices, and helps promote consistent application of HR policies and CEC service standards. Assists the Customer Experience Supervisor with coordinating workflow, identifying coverage and workload needs, communicating priorities, and supporting operations during high-volume periods.
• Provides training, coaching, and knowledge support. Supports onboarding and ongoing training of CEC team members; provides guidance regarding case handling, research techniques, systems, customer service practices, and HR resources. Identifies knowledge or training gaps based on employee inquiries and team needs and works with the supervisor and HR subject matter experts to strengthen team knowledge and consistency.
• Identifies trends and develops knowledge and self-service resources. Reviews customer inquiries, cases, and service trends to identify recurring questions, emerging issues, and opportunities for improved self-service. Develops, reviews, and maintains knowledge articles, response templates, job aids, standard work, and other resources in partnership with HR subject matter experts. Helps communicate policy, program, process, and system changes to the CEC team.
• Supports specialized HR processes, programs, and operational initiatives. May serve as the CEC lead or point of contact for an assigned HR program, process, or topic. Performs associated activities such as processing or amending forms, reviewing documentation, coordinating with vendors and HR partners, troubleshooting issues, tracking work through completion, and supporting high-volume or time-sensitive activities such as Open Enrollment, labor actions, or implementation of HR changes.
• Supports continuous improvement and special projects. Identifies service gaps, recurring issues, and process inefficiencies and recommends improvements to CEC operations. Participates in or leads assigned projects, process improvements, testing, documentation, and implementation activities designed to improve service delivery, operational efficiency, and the employee and manager experience.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level