GGU One Contact Center Operations Manager

Job Details: Job Location: San Francisco - San Francisco, CA, Salary Range: $110000.00 - $140000.00Salary/year, Position Title: GGU One Contact Center Operations Manager   Department Name: Office of the Provost Position Reports To: Vice Provost of Academic Operations  FLSA STATUS: Salaried Salary: $110,000 - $140,000; this position is eligible for an annual performance-based bonus incentive. Benefits: The University's comprehensive benefits program.  Location: Remote; some travel may be required for in-person collaboration and campus events. Days & Hours: Standard work schedule is Monday through Friday, 37.5 hours per week, generally 9am – 5:30pm PST but can be adjusted and/or staggered to support team coverage across the team’s coverage window; flexible schedule may require some evening and weekend hours during peak periods or to handle escalations. BASIC FUNCTION AND SCOPE OF JOB:  Build, stabilize, and lead GGU One’s student support operation. Manage the Navigator team (Navigators are Golden Gate University’s first contact for all student inquiries), establish dependable coverage and follow-up, improve service quality, and lead implementation of the agreed operating model and roadmap in partnership with university departments and IT. ESSENTIAL FUNCTIONS:  Team Leadership & Development: Hire, onboard, supervise, coach, and evaluate the GGU One Navigator team. Establish clear responsibilities and ongoing training. Daily Operations & Coverage: Own staffing schedules, absence coverage, queue monitoring, callback oversight, and daily priorities across phone and email support. Designate backup operational coverage during planned and unplanned absences. Service Implementation & Improvement: Lead execution of the approved GGU One operating model and roadmap, translating pilot findings into sustainable workflows, staffing practices, and service improvements. Vision & Service Evolution: Shape the long-term vision for GGU One in partnership with university leadership. Evaluate opportunities to improve student support through AI, self-service, and additional channels such as chat and text, prioritizing student needs, service quality, and operational readiness. Case Ownership & Tier 2 Follow-Through: Establish clear ownership, response expectations, and escalation procedures with university departments. Monitor unresolved and overdue inquiries, address stalled handoffs, and ensure students receive updates through resolution. Knowledge & Guidance: Coordinate with departmental subject-matter experts to maintain accurate, approved Navigator resources. Establish content owners and a process for addressing gaps, conflicting guidance, and policy changes. Quality Assurance & Training: Review call recordings, email interactions, and case documentation. Provide timely coaching and targeted training on accuracy, empathy, identity verification, escalation, and follow-up. Technology & Workflow Coordination: Partner with IT and Salesforce administrators to improve inquiry management and support the transition from interim Teams and tracker workflows to the approved Salesforce-based approach. Define operational requirements, lead user testing, and prepare the team to adopt new workflows, while technical teams own system configuration and integrations. Reporting & Capacity Planning: Produce regular reporting on demand, answering, callbacks, resolution, unresolved work, and quality. Validate metric definitions and data accuracy and recommend staffing adjustments as demand and service scope evolve. Other Duties: As assigned.  Qualifications: QUALIFICATIONS:  Education Requirement: Bachelor’s degree in Business, Higher Education, or any other related field from an accredited college or university. Years of Experience: 5+ years of relevant service-operations experience, including direct supervision of a customer support, contact center, or higher education student-services team. Operational Leadership: Demonstrated ability to build or stabilize an evolving service operation, establish workflows, manage queue coverage, and lead teams through process and technology changes. Contact Center Management: Experience with staffing and shift scheduling, quality assurance scorecards, coaching, case management/ticketing systems, and operational reporting. Cross-Departmental Collaboration: Ability to establish accountability, establish and monitor Service Level Agreements (SLAs), and resolve student service issues across departments, including teams outside the role’s direct reporting line. Technical Aptitude: Working knowledge of CRM and contact-center tools (ideally Salesforce Education Cloud/Service Cloud), with experience partnering with IT/technical teams on operational implementations. Domain Knowledge: Higher-education student-services experience, familiarity with FERPA regulations, and knowledge of military-connected and veteran student needs are strongly preferred. Skills and Abilities:  Excellent communication, leadership, problem-solving, and decision-making skills. Ability to remain calm under pressure, handle difficult or emotional clients, and manage a busy, high-stakes service department. Proven experience leading a diverse team with varied expertise, including coaching, training, and employee development. Ability to compile and synthesize data from multiple sources into reports and presentations for leadership. Self-directed and able to work effectively with minimal supervision.       Supplemental Information  To apply: Please go to http://www.ggu.edu/jobs to submit an application, letter of interest, and a resume.  In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.  Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.  University policy prohibits discrimination based on race, color, religion/creed, national origin, ancestry, age, sex/gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, gender expression, military or veteran status, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.  The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all demographics.    Circa