The University Services' Customer Service Center is a new innovation and the centerpiece of an overall strategy to create a valuable customer service experience for University students, faculty, and staff. The Director of Customer Experience is a new position in University Services that will lead the implementation and growth of this integrated Service Center and be responsible for developing customer service strategies for all departments within the division. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, the Service Center team works across campus departments to complement the customer-facing systems, services, and resources available.
The Director, Customer Experience will report directly to the Vice President for University Services and will ensure that a focus on customer and value is central to University Services and specifically the Service Center's portfolio of work. They will regularly interface with all members of the Vice President's direct reports and leadership teams and act as senior advisor of Customer Experience/Customer Service matters, in addition to serving as project lead on select strategic initiatives. The position requires the Director to have an entrepreneurial spirit, be highly organized, assertive, creative, motivated, analytical, and data-driven, and have a diversity of professional skills. They may work with various task forces, committees, individuals, and organizations, as well as departments throughout the University. Within the Service Center, the Director will build a culture of customer service, data-driven decision making, continuous improvement, and positivity in facing customer support challenges. The Director will recommend and implement enhancements to the Service Center's customer experience strategy and vision, as well as define metrics that support University Services programs; analyze data sets, identify trends, and summarize insights to drive key decision making. Essential to this role is a project management mindset with the ability to prioritize and simultaneously manage multiple responsibilities.
A full job description will be furnished prior to interview.
Customer Service Operations:
Responsible for the creation and long-term development of the Service Center.
Oversee the hiring, development, and supervision of Service Center team members.
Partner with the Customer Solutions Leader on training of the Service Center team.
Liaise with University-wide stakeholders and internal partners to ensure alignment and regular intracommunication on policies, procedures, and issues.
Build strong relationships with University Services Directors and units, partnering to meet service needs.
Oversee a diverse Service Center team that makes a strong, positive impact on the organization.
Lead Princeton University's Customer Service team, ensuring the team embodies the spirit of the Service Center, with all customers receiving the best in class service and support.
Manage and direct all aspects of Service Center operations, and collaborate with University partners to identify trends and process solutions.
Serve as senior arbiter for resolving customer satisfaction concerns.
Become fluent in University Services processes.
Analyze and improve existing Service Center processes while designing and incorporating best practices and driving standardization.
Keep current on various technologies, advocate for optimal deployment of technology, and ensure staff maintain high skill levels.
Leverage Service Center data (ServiceNow, Case Management Technology, etc.) to continuously evaluate Service Center workflow, establish and maintain performance metrics to address customer service efficiency, staffing utilization, and general reporting. Recommend solutions to department and senior management, and implement approved solutions.
Customer Experience Strategy:
Conduct market research and analysis, serve as principal liaison to campus partners to understand and anticipate service needs.
Critically analyze existing Customer Service programs/communications, and develop a strategy and roadmap for customer experience/customer journeys, including new initiatives that drive significant improvement and accountability to improve performance.
Regularly develop and explore new ideas, tools, and strategies, such as social forums and platforms, to effectively reach University-wide stakeholders, including internal websites, developing templates, and customizing tools.
Partner with key University stakeholder groups and subject matter experts to synthesize critical information across teams and build out roadmaps and project plans.
Lead efforts to collect customer feedback on a regular basis.
Develop a structured and ongoing intake and responsiveness to various campus constituency groups. For example, lead Graduate School Governance/University Services meetings and develop additional meetings with University-wide stakeholders.
Maintain close communications via varied channels – driving service quality and efficiency for customers who interact with University Services units online, in person.
Develop and implement, in consultation with University Services communication staff, various communications strategies related to the service center operations and other customer service experiences.
Develop the roadmap for service tools and technology for the Service Center while ensuring that various client segments (faculty, students, and staff) needs and requirements are being met.
Strategic Relationships/Projects and Initiatives:
Emergency management and mobilizes the service center during those times, ensuring service continuity in case of campus emergencies.
Partner with the Vice President and Direct Reports and act as project manager on University Services initiatives including, but not limited to Campus Mobility, developing and designing Board Plan options for undergraduate students, Residential Colleges, and engaging the Graduate and Student Government.
Education Level: Bachelor's Degree.
Years of Experience: 8+ professional experience in a Customer Service leadership role, Business, Design Thinking, Consulting, or a related field.
Deep understanding of customers and customer service best practices.
Ability to assess, conceive, and incorporate concepts that enhance the customer experience and portfolio of University Services work.
Strong leadership, communication, and project management skills.
Ability to balance competing priorities in a very collaborative/dynamic/fast-paced environment.
Proven technical acumen and experience establishing and maintaining a metrics-driven environment, leveraging technology, implementing dashboards, KPIs, best practices, etc.
Demonstrated ability to communicate, present, and influence credibly and effectively, as well as build relationships at all levels of an organization.
Excellent meeting facilitation, planning, and management skills.
Demonstrated ability to work effectively across organizational boundaries.
Superior organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Ability to use sound judgment and discretion regarding confidential information.
Proven record of effectively managing teams with a high degree of success.
Advanced experience with the Microsoft Office Suite, especially PowerPoint, Excel, and Word.
Essential Services Employee, ensures operation of the Service Center during a University closing and/or when operations are suspended.
Entrepreneurial and business development experience and acumen.
Education Level: Master's degree or equivalent.
Prior experience working in a higher education environment.
Familiarity with Customer Experience Software Platforms, such as Salesforce, Microsoft Dynamics, or ServiceNow.
Experience actively managing a team of direct reports.
Demonstrated experience in developing data models for monitoring and improving customer service.
Experience launching a new service organization, department, or a new staff team.
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW