Customer Experience Manager

Job Summary

The Customer Experience (CX) Manager will oversee the University’s frontline customer experience operation and support the delivery of consistent, high-quality service to students. The position will supervise Tier 1 support personnel, manage student escalations and callbacks, coordinate with University departments, support Student Success Center operations, deliver ongoing training, and use technology and data to continuously improve the customer experience.

Job Duties & Responsibilities

• Frontline Operations & Team Management - Manage daily operations, Tier 1 staff, scheduling, coaching, and service expectations.
• Student Escalations & Case Resolution - Manage escalated cases, student callbacks, follow-up, and resolution of coordination.
• Training & Quality Assurance - Deliver CX training, coach employees, and monitor service quality.
• Technology, Data & Continuous Improvement - Support the CX software stack, monitor CSAT, NPS and operational data, analyze service trends, and identify opportunities for improvement.
• Student Success Center & Project Coordination - Support Student Success Center operations and coordinate CX projects and cross-functional initiatives.

Qualifications

Minimum:

• Bachelor’s degree or equivalent relevant experience.
• Experience in customer service, student services, contact center operations, help desk, or a related service environment. Experience supervising, coaching, or leading employees.
• Strong communication, organization, and problem-solving skills.
• Experience using data and reporting to monitor service performance and identify improvement opportunities.
• Ability to manage sensitive and confidential information.
• Ability to learn and effectively use multiple technology platforms.

Preferred:

• Experience in higher education or customer experience operations.
• Experience with case-management, CRM, ticketing, or contact-center platforms.
• Experience with SolarWinds Service Desk, Microsoft Outlook/Microsoft 365, or similar enterprise platforms.
• Experience using customer experience metrics including CSAT, Net Promoter Score (NPS), first-contact resolution, resolution time, and customer effort.

Supplemental Information

Applications without the following will not be considered complete.

• Cover Letter
• Resume
• Transcript(s) if applicable
• Curriculum Vitae if applicable

Review of applications will begin October 28th, 2026 and continue until position is filled.

State As a Model Employer