Service Experience Manager, UVAFinance

University of Virginia

6d • $90,000 - $120,000

About The Position

The Service Experience Manager supervises the operation of the Finance Solution Center and its team members to maintain a high standard of service excellence. This role is responsible for managing service delivery across channels, driving consistency in standards and protocols, and aligning service operations with UVA Finance’s strategic priorities. The Manager oversees a team of 7 (3 Associates, 4 Senior Associates) and partners closely with functional leaders, systems teams, communications, and training to ensure a proactive, data-driven, and human-centered approach to service.

Requirements

• At least four years of specialized customer service experience.
• Bachelor’s degree.
• Commitment to best-in-class customer service experience for diverse employee and applicant population
• Ability to articulate and navigate complex policies and procedures
• Impeccable verbal and written communication skills
• Sound judgment and discretion with sensitive information
• Positive, team-oriented approach to service delivery
• Understanding of University population’s needs
• Commitment to continual process improvement
• Advanced critical thinking, logic, and problem-solving skills
• Knowledge of performance management best practices
• Ability to prioritize diverse tasks to meet customer needs

Nice To Haves

• At least one year of management experience in a user support or customer service context.
• Professional Customer Service certification preferred.
• Workday, Salesforce CRM, Call Center Management and Reporting, Knowledge Base applications

Responsibilities

• Leading service design within the FSC.
• Assessing, designing, planning, prototyping: job/task audits, service catalog, SLA, staffing.
• Building and testing: document request flows, create Knowledge articles, call scripts, train staff, coordinate advisory groups.
• Monitoring inquiry volume and customer satisfaction metrics to manage team workload.
• Cross-functional collaboration - partnering with business process owners to refine the service delivery models.
• Continuous improvement of FSC processes.
• Team management - provide ongoing feedback and performance management for the team; support the team through rewards, recognition, career development, and laddering; and ensure the operation is properly resourced by leading the hiring process when there are openings.

What This Job Offers

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