GGU One Contact Center Operations Manager (47293)

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.