Since our founding in 1919, The New School (TNS) has redrawn and redefined the boundaries of intellectual and creative thought as a preeminent academic center. Our rigorous, multidimensional approach to education dissolves walls between disciplines and helps nurture progressive minds. At our university, students have the academic freedom to shape their unique, individual paths for a complex and rapidly changing world. Our colleges include Parsons School of Design, Eugene Lang College of Liberal Arts, the College of Performing Arts, The New School for Social Research, the Schools of Public Engagement, and Parsons Paris. The New School is committed to diversity in the workplace.
The Senior Director of Customer Experience in the Department of Information Technology (IT) is a critical, strategic member of the diverse community within The New School's IT Department. In this role, you will report to the AVP for Foundation Technology. You will combine your technical acumen and your dedication to customer service in an environment that embraces creativity, collaboration, and innovation. In this role, you will be ensuring the satisfaction and success of our campus clients in their use of our technical services. You will work across the IT department to establish customer service and technical benchmarks, create and sustain service delivery and management processes, and maintain a culture of customer service. You will also work with others across campus, establishing relationships, understanding needs and trends, and embracing feedback that will inform continuous service improvement.
Major Responsibilities: - Continually seek to ensure IT client satisfaction with all offered services and support. - Own end to end IT customer experience. - Lead the elimination of IT related pain points/friction and optimizing our customer experiences. - Manage the leads of IT Central, the university service desk, and provide overall guidance and direction to the team. - Manage additional teams, including IT Relationship Mangers and Campus Card Services. - Gather and evaluate client feedback, working directly with campus-wide constituents as well as relevant groups within IT, and work to incorporate this feedback into improving current services and support models or creating new ones. - Work closely with various teams and committees across the university to understand and coordinate technical service needs. - Work with IT Department senior leadership to establish processes and procedures for service excellence with a focus on relevant service lifecycles and general customer support models. - Plan, manage, coordinate, and execute project change management strategies, training, and communications activities and documentation in coordination across the IT Department. - Work with senior leaders in the Foundation Technology team to develop, oversee, and help analyze metrics and KPIs related to IT customer success. - Help to ensure project success by working with IT project management, team leads, and others, by synchronizing cross-team efforts, ensuring open channels of communication, overseeing process follow-through, and ensuring post project follow up. - Understand current industry best practices in IT operations and support, follow developing trends in these areas, and work with IT leadership in determining and implementing relevant tools and methodologies. - Work directly with the IT Relationship Managers, assigning priorities, objectives, and measurable outcomes.
- Bachelor's degree. - 4 years of experience in a management capacity directly dealing with customer service and experience. - 3 years of recent experience working within an Information Technology department. - Excellent communication skills, both in-person and across all current communication channels. - Very strong understanding of IT operations and support, preferably within the context of higher education. - Demonstrable experience establishing a positive and professional working relationship with a broad client base with varied degrees of technical background, as well as a varied group of IT department colleagues. - Proven leadership in continual service improvements. - Ability to do basic data analysis in Microsoft Excel. - Some computer programming experience, either professional, academic, or otherwise.
More about you: Working and with people and helping them to succeed is one of your primary goals. Helping people get beyond technology speed bumps is also very satisfying to you. You are a team player, but must also enjoy the challenge of working independently. As a self-starter, you'll look to turn your ideas into pragmatic, innovative solutions. Also, you know when it is the right time to seek the help of others. You communicate clearly and concisely, whether it is documentation, a presentation, or an email. You know how to have a conversation with a developer, a systems engineer, and an end-user, sometimes all at once. Challenges are opportunities for you to be adaptable and intuitive in order to get results. And of course, working with a great team and exciting technology is your perfect day-to-day.
- Master's degree in business, information technology, science, or engineering related field. - An understanding of UI/UX principles, particularly as they relate to customer experience - ITIL Certification - Experience with project management - Familiarity with DevOps practices - Experience with ITSM tools and both traditional and cloud-based technologies - Robust public speaking, presentation creation and delivery
Internal Number: 17605
About The New School
The New School, a leading university in downtown New York City, offers degree and nondegree academic programs in design, the social sciences, the liberal arts, management, the arts, and media. Students benefit from small classes, superior resources, and renowned faculty members who practice what they teach. Continuing education courses and public programs place the university at the center of New York’s cultural and intellectual life.