Manager, User Support Advancement Systems - University Advancement

Washington University in St. Louis • Clayton, MO

23h • Onsite

About The Position

Manager of User Support provides strategic leadership for the delivery, optimization, and continuous improvement of support services for University Advancement Systems. This role is responsible for shaping a high-performing support function that aligns technology solutions with advancement and fundraising objectives, ensuring a seamless and effective user experience across the organization. Ultimately, this position serves as a strategic bridge between users, technology, advancement operations and WashU CRM campus partners — ensuring support services not only resolve issues but also contribute to the institution’s broader engagement and fundraising success.

Requirements

• Education: Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
• Relevant Experience (5 Years)
• Skills: Not Applicable
• Driver's License: A driver's license is not required for this position.

Nice To Haves

• Advanced technical knowledge of application systems and analysis, as well as industry best practices.
• Understanding of best practices in Salesforce.
• Higher education experience, with strong preference given to candidates with experience in advancement/fundraising.

Responsibilities

• Manage and Coordinate Service Delivery of User Support
• In partnership with technology and business stakeholders, this role drives issue management and resolution practices that go beyond reactive support—implementing root cause analysis, process improvements, and preventative solutions to improve system reliability and user satisfaction.
• Evaluate and implement support technologies, tools, and workflows that increase efficiency, enable self-service, and enhance the overall support ecosystem.
• Establish support strategies, defining service standards and KPIs, and leveraging data and user insights to proactively identify trends, reduce friction, and enhance system adoption.
• Establish, monitor, and analyze metrics used to measure effectiveness.
• Oversee user support at each level to ensure consistency and standards are met throughout the organization.
• Initiate, coordinate, and enforce systems, policies, and procedures.
• Ensure timely and effective resolution of technical issues and support requests received from end users.
• Inspire the team through a positive and enthusiastic attitude, commitment to success, and personal and professional accountability.
• Promote and maintain a customer service focus with User Support team to perform at or above the service level agreements.
• Ensure that processes are fully documented.
• Monitor and analyze service performance metrics, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
• Leadership
• Establish, implement, and evaluate internal support technologies, tools and workflows to meet operating goals and objectives effectively.
• Develop, implement, and evaluate policies and procedures to effectively carry out departmental user support operations.
• Promote staff collaboration, innovation, and critical thinking in developing solutions and approaches to user support challenges and issues.
• Act as a liaison between the director and the team you manage and communicate and demonstrate the organizations customer service mission.
• Process Improvement and Customer Service
• Review and monitor the effectiveness of the team.
• Lead and implement continuous improvement plans for team members.
• Continuously improve service delivery processes and introduce automation where applicable.
• Foster a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.
• Perform other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U-Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• 4 weeks of caregiver leave to bond with your new child.
• Family care resources are also available for your continued childcare needs.
• Adult care resources.
• Tuition coverage for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees