"Manager, Customer Service and Quality Assurance"

Position Summary

Rutgers, The State University of New Jersey, is seeking a Manager of Customer Service and Quality Assurance for the Department of Transportation Services. The Manager of Customer Service & Quality Assurance is responsible for fostering the parking services relationships and providing optimal customer service to the entire Rutgers community.

Among the key duties of this position are the following:

• Oversees all quality assurance efforts streaming from parking operations for the entire user community within Rutgers University (people who study, work, live, visit) across the University campuses.
• Oversees all aspects of customer service outreach, coordination of all issue resolution efforts, and help desk operations for parking services and interacts within an official capacity with university community members to ensure the highest level of performance and service is provided.
• Responsible for monitoring customer service issues from expected quality assurance levels.
• Works closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success at Rutgers University Parking.
• Has direct supervisory responsibility over full-time staff.

Minimum Education and Experience

• Bachelor's degree in business administration, or related field; or an equivalent combination of education and/or experience that demonstrates successful supervisory and managerial experience in a highly complex operations support environment.
• A minimum of five (5) years of relevant professional experience in a university, municipal, or related operational setting.