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The Office of Research Information Services has an outstanding opportunity for a Customer Experience Manager.
The Customer Experience Manager is responsible for overseeing and directing the Customer Experience program in the Office of Research Information Services (ORIS), which enables researchers and research administrators on all three UW campuses to conduct their work. This management position contributes to the Office of Research’s critical mission to reduce administrative burden for researchers and allow them more time to focus on research. The Customer Experience Manager manages ORIS’s multi-product customer experience operation through team leadership and expertise over tools and resources, as well as an understanding of interdependencies across all ORIS systems. This position leads the effort to design complex support, software product and service metrics by conducting data and systems analysis and developing reports on that analysis to inform product teams in developing training, outreach, and system enhancements.
Under the general direction of the Assistant Director for Customer Experience, the Customer Experience Manager manages customer experience operations and is responsible for supervising, mentoring and coaching customer experience staff. The Customer Experience Manager is accountable for ensuring uninterrupted support desk coverage and consistent achievement of service level commitments, such as ORIS's two-hour response time. The person in this role will utilize business intelligence technology to analyze user data and develop reports that will inform software system design and development, training, and documentation. The person in this role will develop strategies and roadmaps for development of customer experience in ORIS and will plan and execute strategies for growing customer support to include additional products. The Customer Experience Manager will also serve as product manager for ORIS's ticketing system and manage ORIS's customer support knowledge base.
The Customer Experience Manager must be able to manage competing priorities and projects, including balancing long-term project planning and urgent product support needs. This role contributes to identifying solutions to new and unique problems, sometimes implementing technical changes via programming or configuration of systems. This role works with multiple customers (UW faculty, staff, and students engaged in research) and with multiple roles within ORIS and the Office of Research (software engineers, business analysts, program and project managers, trainers, and directors).
The Office of Research Information Services accelerates research and advances innovation by delivering analysis, automation, and on-demand information through a seamless research administration experience. The Customer Experience Manager plays a crucial role in providing and leading support for ORIS products and ensuring the work of researchers continues with minimal interruption. This role is also critical to developing the analysis that informs system and program features and product roadmaps. This position will also contribute to planning and oversight of additional support needed related to University-wide programs that impact ORIS (such as the UW Finance Transformation (UW-FT) project implementation). The work of the Customer Experience Manager is key to identifying the highest value features that will contribute to reducing administrative burden to UW Researchers and Research Administrators.
RESPONSIBILITIES: Customer Support Operations Management •Oversee and direct the work of all other customer support personnel, including managing day-to-day support desk coverage, processes and resources. Train and mentor support personnel. •Lead the development of a scalable Tier 1 support model for ORIS systems. This work will encompass working collaboratively across ORIS teams to develop support strategies for current and newly added or updated products. •Monitor and report on support operations performance via customer issue data analysis. •Ensure service level targets are met or exceeded. •Maintain expert user knowledge in each electronic system ORIS develops, including understanding functionality, processes and interdependencies among systems and source databases, in order to serve as back up and to provide Tier 2 support to customer support staff. •Build partnerships and maintain active channels of communication with key customers and units. •This position is responsible for the well-working of customer support operations.
Customer Support Technology Product Management •Serve as product manager of the customer issue (ticket) tracking system: •Maintain expert administrative knowledge of the current customer issue tracking system (Jira Service Desk). •Manage the issue tracking system (Jira Service Desk), including making or approving system changes or changes to metadata schema, to ensure consistency and data integrity for future reporting and analysis. •Develop a strategy and a roadmap for the issue tracking system, including identifying opportunities for system enhancements that further contribute to the reduction of administrative burden (such as support automation and customer self-help) •Create issue tickets as needed •Oversee consistent use of the ticket tracking system by staff •Manage the customer support knowledge base and serve as administrator for the knowledge base system •Maintain expert administrative knowledge of the current support documentation knowledge base system (Atlassian Confluence), serving as a member of the system’s administrative team. •Develop content and manage changes to the support documentation knowledge base to ensure support team members have the resources to effectively use the customer issue tracking system and provide customers with issue resolutions. •Collaboratively lead across ORIS teams to develop support documentation for new and updated products and services. •Manage knowledge base system changes, establishing knowledge management practices and knowledge distribution policies, as well as encouraging the use of new practices and policies.
User Data and Systems Analysis •Form and validate key insights with the aim of informing organizational decision processes. •Advocate for the voice of the customer by leveraging the data within the customer issue tracking system. Use this data to build data reports and visualization to inform improvements in system documentation, training and product features. •Enable organizational access to reporting that will allow team members to gather and perform analysis relevant to their responsibilities. •Lead the ORIS strategy for customer experience data use within the organization. This effort will include collaboration across ORIS to establish an ORIS User Data Community of Interest that brings together customer experience data from across ORIS to improve insights about customers and products and share those insights in a way that is accessible to all staff in ORIS.
Other duties in line with the responsibilities above, as assigned.
REQUIREMENTS: Bachelor's degree in Computer Science, Information Systems, Information Technology or other applicable discipline •Minimum 4 years of experience in customer support with progressively greater responsibilities, including at least 1 year in 4 of the following 6 areas: •Troubleshooting, diagnostic and incident response •Operations management, with lead responsibilities •Data analysis •Administering a ticket tracking system or customer relationship database such as FogBugz, SalesForce, ServiceNow or Jira ServiceDesk •Establishing a support process for a new product •Relationship management with key partners •Experience with vendor product management •Ability to work independently and as part of a team in a cooperative effort •Experience with verbal, written, presentation and interpersonal communication skills with a wide variety of people
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
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