Customer Service and Operations Manager

The nature of high quality service and operations work is always evolving. The Customer Service and Operations Manager oversees projects and implementations which are focused on supporting strategic, financial, marketing and operational plans for the division and college. They will present data and strategies in practical and actionable formats and build positive relationships within the division, across the campus and throughout the system. This position is accountable for the productivity and performance of the Customer Service and Operations Team within the Continuing Education and Customized Training division. The position requires abilities to help plan, schedule and structure staff responsibilities, assignments and work flows in order to meet goals associated with operations and customer experience. In addition to team management, the Customer Service and Operations Manager oversees projects and implementations which are focused on supporting strategic, financial, marketing and operational plans for the division and college. This position helps their team and the division to see opportunities and new approaches for responding to changing customer requirements.

This position is a part of the Continuing Education and Customized Training (CECT) division. CECT provides educational programs and services designed to meet the needs of today’s changing work environment. CECT serves adult learners looking to enhance professional and personal skills and interests. Additionally, CECT works with companies and government agencies focused on workforce development initiatives. Continuing Education and Customized Training is an entrepreneurial division and places a high value on serving learners and clients through innovative and collaborative practices.

Minimum Qualifications:

• Bachelor’s degree in Business, Communication or related field with two years of experience in Customer Service/Customer Experience and Operations
• Three years of relevant experience in customer service and operations management, including strategy implementation, assessment and business processes improvement
• Experience integrating technology to enhance efficiency and effectiveness in customer service and operations
• Experience with project management and /or continuous improvement methodologies and practices
• Financial acumen and experience managing and developing budgets
• Ability to analyze and implement strategies to adapt to changes in operational, customer and market requirements
• Strong knowledge of computing, including: word processing, spreadsheets, data management and internet searches
• Data-driven mindset with skills in areas of queries, analysis and reporting
• Strong written and verbal communication skills
• Excellent leadership and people management skills
• Experience in communicating performance expectations, training and coaching in service-oriented skills and responsibilities
• Experience working with diverse groups of people

Preferred Qualifications:

• Master’s degree in Business, Communication or related field
• Experience working in higher education or service-oriented industries
• Customer Service experience (CX) background or strategic understanding for how value is created from a customer oriented perspective
• Data analytics and/or performance metrics experience
• Facilitation and planning experience
• Experience working in an union environment
• Knowledge of adult education, workforce development, organization development and/or adult learning theory and practice
• Experience related to using various learning platforms, i.e. D2L , for online instructional design and delivery
• Financial and strategic planning experience including scenario planning, forecasting, analysis and reporting
• Knowledge, skills and abilities in the areas of instructional design, classroom and e learning facilitation, program development and management
• Experience in marketing, outreach and student recruitment
• Technical skills in the areas of website design and support as well as videoconferencing and other instructional technology
• Understanding of student data protection and policies, ie. FERPA
• Program and curriculum development experience including the utilization of needs assessments and evaluation techniques
• Marketing-oriented skills in SEO, CRM, social media or communication such as copywriting or design
• Experience in event management

Application Procedure:
HOW TO APPLY

Please apply online via this website http://agency.governmentjobs.com/normandale/default.cfm In addition to completing the online application, you must upload (attach) a letter of interest and a current resume or Curriculum Vitae (CV), along with the names and contact information for at least five (5) professional references who can address your qualifications for this position (we do NOT accept letters of recommendation). Application deadline is 11:59 pm CST May 19, 2017

You may also want to contact NeoGov directly about any difficulties you may counter while working in the NeoGov site. You may call the Tech Support line at (310) 469-0515 or Toll-Free Number (877) 204-4442, between 6am and 6pm Pacific Time, Monday-Friday. Upon connection, press 2, then 1, to get support for job applicants.

Note: Official academic transcripts may be requested from those invited for an interview.

Minnesota State is an Equal Opportunity employer/ educator committed to the principles of diversity. We actively seek applications from veterans, women, persons of color and persons with disabilities.

All applicants must be able to lawfully accept employment in the United States at the time of employment.