Senior Manager, Customer Experience

SENIOR MANAGER, CUSTOMER EXPERIENCE

Job Title: Senior Manager, Customer Experience

Please apply online at https://careers.duke.edu/job/Durham-SR-MGR-CUSTOMER-EXPERIENCE%2C-PARK-&-TRANS-NC-27710/1027286900/

Occupational Summary

The Senior Manager will provide oversight for the implementation, support, and adoption of the Customer Experience initiative within Duke Parking and Transportation to create a welcoming, respectful and supportive experience for students, faculty, staff and visitors who use Duke's parking facilities or transportation services. The position is responsible for training and developing support materials to define expected customer service standards and behaviors for Parking and Transportation team members. The role will also identify and assess customer service metrics and develop recognition programs to reward team members who consistently deliver outstanding customer service. The Senior Manager will oversee all Customer Experience operations, develop service recovery processes, and engage regularly with operational leaders and front-line staff to reinforce exceptional customer service standards and solicit constructive feedback.

Work Performed

1. Assist in the development and implementation of the Customer Experience initiative to create a welcoming, respectful and supportive experience for students, faculty, staff and visitors who use Duke's parking facilities or transportation services.

2. Leads training of current and new team members in the customer service standards, expectations, and behaviors to ensure consistent and high-quality experience for those using Duke's parking facilities and transportation services.

3. Works with Communication Services to establish consistent branding and communication/marketing materials that reinforce the Customer Experience standards.

4. Identifies and assesses key customer service metrics for monthly reporting and strategic guidance.

5. Oversees all aspects of the Customer Experience across all parking and transportation services. Engages with leadership team as part of the planning process for events, transit changes, and facility operations to anticipate for customer service needs and plan for potential service disruptions.

6. Facilitate interdepartmental coordination to enhance Customer Experience and address concerns about service for events and other parking and transit activities.

7. Develops a service recovery process and response to implement when service falls below expected standards and behaviors.

8. Develops programs to recognize and reward team members who consistently display exceptional customer service.

9. Engages with parking and transportation management to develop and implement customer services strategies and solicit feedback to guide successful adoption.

10. Creates multiple ways of collecting feedback from front-line staff and customers that can be used to develop and modify programs and strategies to enhance customer service.

11. Establishes and fosters relationships with key partners across the university and medical center, including Duke Campus Police, Student Affairs, Athletics, Facilities Management, Engineering and Operations, Disability Management, Office of Information Technology, and Duke Arts, among others.

Perform other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Qualifications:

• A minimum of 5 or more years’ experience, preferably 10 years or more in customer service management in a hospitality or service industry.

• A minimum of 5 years of direct supervision of staff, 10 years or more preferred.

• Strong customer service orientation.

• Creative problem-solving abilities.

• Ability to work independently, as well as in a team environment

• Ability to manage multiple concurrent projects and motivate professional and front-line staff

• Excellent verbal and written communication skills required.

• Bachelor's degree in a relevant field or equivalent.

Required Qualifications at this Level

This position has a strong focus on the parking operations side of the business. This role will lead both the university and medical center and is on-site.

Minimum Qualifications

Education

Work requires a Bachelor's degree in a relevant field.

Experience

Work requires a minimum of five years of experience in customer service management, preferably in hospitality or service industry. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off

Education:

• Bachelor's (Required)

Experience:

• Med-Large Market Hospitality: 5 years (Preferred)

Work Location: In person