Director-Customer Experience

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the well-being of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

Department Information
Campus Services has created a new department which is designed to be the primary entry point for customer support focusing on delivering seamless, student-centered assistance through multiple channels, including chat, email, phone, and in-person support, ensuring that students, staff, and visitors receive timely, accurate help for Housing, Dining, Credentialing, and more. By leveraging technology and a commitment to service excellence, this department transforms customer insights into operational improvements, supporting a consistently positive campus experience.

This role is responsible for enhancing the customer-facing experience across a multi-unit service operation. While other leaders concentrate on optimizing individual areas, this position focuses on the front-line experience - ensuring that customers receive high-quality, consistent service that reflects the organization's brand and values. Acting as a strategic partner to senior leadership, this role helps prioritize initiatives and projects that improve customer satisfaction and strengthen the overall reputation of the program. This position will interact with - Faculty, Staff & Students. This position typically will advise and counsel - Faculty, Staff & Students.

Job Duty 1 -
Assist senior leadership in implementing and executing strategic plans and initiatives that enhance customer-facing services and experiences.

Job Duty 2 -
Serve as a representative at customer-facing events and act as a delegate for senior leadership when needed.

Job Duty 3 -
Collaborate with internal teams to improve customer satisfaction by engaging directly with customers and leading efforts to analyze, redesign, and implement service improvements.

Job Duty 4 -
Work with leadership and support departments to prioritize and coordinate strategic projects across operational units.

Job Duty 5 -
Collaborate with communications and marketing teams to execute on-site promotional campaigns and increase brand visibility.

Job Duty 6 -
Analyze operational performance to identify opportunities for sales growth and brand enhancement in partnership with unit managers and marketing teams.

Job Duty 7 -
Oversee and promote service plans or programs, focusing on enhancements and increased voluntary participation to improve customer experience and program growth.

Job Duty 8 -
Manage student influencer initiatives, including recruitment, scheduling, goal setting, and program development.

Job Duty 9 -
Analyze customer and operational data to generate insights that support storytelling, brand development, and continuous improvement.

Job Duty 10 -
Perform other duties as assigned.

Educational Requirements
Bachelor's Degree in business, marketing, graphic design, data analysis or equivalent combination of education and experience

Required Experience
Three to five years of job-related experience with one to three years of management experience

Preferred Experience
Three to five years of higher education customer experience.
Intermediate graphic design experience.
Intermediate Microsoft Excel experience.

ABILITIES
Ability to effectively lead and implement projects with various disciplines and stakeholders; ability to manage and lead effective teams; ability to analyze and interpret quantitative data.

KNOWLEDGE
Knowledge associated with customer experience, marketing experience and change management experience.

SKILLS
Strong written and verbal communication skills; excellent facilitation skills in both one-on-one and group presentation environments. Deep analytical skills and ability to utilize information to identify issues and develop sound recommendations. Interpersonal skills to work effectively in a team environment and maintain a professional and positive manner. Strong collaboration and influence skills across multiple functions and all levels.

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

Salary range: $83,659.00-$113,777.00

Location: Atlanta, GA

Job grade: A11

This is a supervisory position.
This position does not have financial responsibilities.
No, this position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Cd).
This position will not travel
This position does not require security clearance.

A successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening