The Manager, User Experience & Web Presence oversees how division (University HR, Office of Equity, Equal Opportunity, and Title IX, and Office of Culture, Ethics, and Compliance) information is communicated to University employees using technology. This role is responsible for identifying opportunities to optimize how employees receive and access information. The Manager of User Experience and Web Presence will work closely with other division leaders to develop and manage a customer experience vision and strategy for delivering quality communications. This individual will adopt a critical mindset to focus on human-centered design, relentless learning, responding to change, and delivering the right outcomes that empower employees and facilitate their growth. This role will execute USCâs vision while championing USCâs culture and values.
The candidate for the position of Manager, User Experience & Web Presence must meet the following qualifications:
Bachelorâs Degree in computer science, design, public relations, business, marketing, or another relevant field.
Seven or more years of experience in one or more of the following fields: marketing, communications, user experience, or customer experience.
One or more years of experience leading teams in a management or leadership role.
Experience developing customer experience strategies and implementing customer-facing applications.
Demonstrated knowledge of human-centered design and customer/user experience best practices.
High-energy, reliable, and enthusiastic team player.
Strong project management and organizational skills with the ability to manage several projects and deadlines simultaneously.
Ability to think strategically and serve as a thought-partner to the Executive Division team.
Ability to synthesize complex materials and to craft creative, persuasive messaging for a variety of audiences.
Experience providing frequent, regular performance coaching and encouraging effective behavior for individual and team success.
Experience supporting customer needs and articulating a strategy that motivates others to action.
Proven ability to comply with and enforce pertinent policies, procedures, regulations, and requirements.
Excellent written and verbal communication skills.
Ability to manage necessary resources to resolve problems in a timely and effective manner.
Ability to understand and work with large, complex systems.
The ideal candidate for the position of Manager, User Experience & Web Presence has the following qualifications:
Masterâs Degree in computer science, design, public relations, business, marketing, or another relevant field.
Ten or more years of experience in human resources or higher education.
Four or more years of experience leading teams in a management or leadership role.
Experience in change management governance processes and development.
Experience developing and managing diverse, high-performing teams.
Experience developing customer relationships and delivering customer-focused service.
The candidate for the position of Manager, User Experience & Web Presence will be responsible for:
Developing a customer experience vision and strategy to lead the communications teamâs approach to employee engagement. Supporting critical change and transformational initiatives through providing insights and guidance on customer experience best practices. Collecting and reporting on team activities.
Gathering data about University employeesâ interactions with the division. Gaining understanding of the University employee landscape through segmentation strategies such as developing user personas. Maintaining strong cross-functional relationships to build a deep understanding of the division, the University, and organizational culture.
Developing plans to implement distinctive experiences through digital technology to empower employees to find information easily. Supporting leaders and team members in delivering effective and high-impact messages through a variety of channels. Driving best-in-class customer service to USC through effective division engagement.
Providing strategic counsel and guidance to colleagues and team members on how to incorporate the customer experience vision into their communications approach. Developing plans to implement email, web, or social channels for capturing University employee feedback. Maintaining open lines of communications with project teams, the division, and the University at large. Provide frequent, regular performance coaching and encouraging effective behavior for individual and team success.
Embracing agility and resiliency by adapting to new information and changing expectations of various stakeholders.Â Mining captured feedback for high-impact opportunities to enhance customer experience. Recommending process and tool improvements to effectively reach stakeholders.
Setting and evaluating metrics for communications and engagement activities to ensure they meet expectations for efficacy. Working with other division leaders to develop and manage a holistic strategy for and continuous content and delivery improvement. Supporting governance for communications through the implementation of standards, procedures, and quality measures.
Fostering a culture of courage to take risks by encouraging team members to experiment with new communications approaches and technologies in safe development environments. Contributing to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across the division. Upholding the principles of the USC Code of Ethics.
Proactively leading university-wide communications projects, events and campaigns that align with division priorities and values. Demonstrating, through words, actions, and ideas, alignment to the USC and division strategic plan.
Performing other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.
The University of Southern California is an Equal Opportunity Employer
Minimum Education:Bachelorâs degree Minimum Experience:7 yearsMinimum Field of Expertise:Bachelorâs degree in computer science, design, public relations, business, marketing, or other relevant fields. Seven yearsâ experience in marketing, communications, user experience and customer experience. One year of experience in a management role, providing regular performance coaching to individuals and teams. Demonstrated experience developing customer experience strategies and implementing customer-focused applications. Strong knowledge of human-centered design and customer/user experience best practices. Demonstrated project management, problem-solving and organizational skills, able to effectively manage numerous priorities, deadlines and necessary resources simultaneously and in a timely manner. Ability to think strategically and serve as a thought-partner to teams of executives. Exceptional written and oral communication skills. Ability to edit and translate complex materials into persuasive messaging for varied audiences. Experience supporting customer needs and articulating motivational strategies. Proven ability to understand and work with large, complex systems, and to comply with and enforce pertinent policies, procedures, and regulations.
Internal Number: REQ20093232
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.