Job Listings

Assistant Director, Customer Service

Company:
The University of Arizona
Job Location:
Tucson, 85724
Category:
Sales
Type:
Full-Time

Posting Number: req21206

Department: Campus Store

Location: Main Campus

Address: 1209 E University Blvd., Tucson, AZ 85721 USA

Position Highlights

Are you ready to lead, motivate, and drive customer service excellence?

As the Assistant Director of Customer Service, you'll oversee daily operations for the University of Arizona Campus Store and six satellite locations, working directly with leadership to grow the business and enhance customer satisfaction. The ideal candidate brings expertise in sales and leadership to maximize team performance and keep the store competitive.

This role includes some evening and weekend hours, as well as opening and closing duties.

If you're a dynamic leader with a passion for driving customer service excellence, we invite you to apply to join our team as the

Assistant Director of Customer Service. Make a meaningful impact at the University of Arizona Campus Store and take your career to the next level!

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

  • Oversee store operations for the University of Arizona Campus Store and all satellite locations, delegating responsibilities to personnel accordingly.
  • Prepare and manage a personnel and product/service needs budget of $4-5 million for six satellite locations as part of managing the overall budget for the operation totaling $20-30 million.
  • Manage and lead a Customer Service team of 4 full time staff members and 100+ student employees towards maximum performance.
  • Develop and maintain a comprehensive customer service platform for the Campus Store, ensuring consistent, effective service delivery across all departments. Provide regular training to staff on best practices, customer interactions, and service protocols to uphold standards.
  • Develops strategies for direct reports to monitor and maintain stock levels for all locations ensuring compliance with budgetary guidelines.
  • Track all business development activities, analyze quarterly progress, and suggest new strategies based on findings. Submit actionable recommendations to Executive Director on a regular basis.
  • Develops, implements, and communicates customer service policies, procedures, processes and training /operations manuals for the entire Campus Store organization.
  • Develop and implement cleanliness standards for all Campus Store locations, ensuring compliance through regular inspections and enforcement of procedures
  • Inspect store areas and collaborate with Campus Store staff and campus partners to address and resolve any issues that arise. Collaborate with Campus Store leadership to develop proactive strategies to prevent future issues.
  • Execute in-store promotional events or displays in collaboration with the General Merchandise team and Business Auxiliary Affairs Services Marketing team.
  • Handle complex customer inquiries and complaints. Develops proactive strategies to address and reduce potential complaints. Train and mentor the Customer Service team to resolve customer complaints to maintain the store's reputation.
  • Identify new trend setting business and revenue growth opportunities by researching industry and related events, publications, and announcements.
  • Seek new business opportunities providing innovative recommendations to increase or introduce new revenues while ensuring a sustainable expense model.
  • Contributes to the internal events committee by organizing planning meetings, developing agendas, managing event budgets, and coordinating logistics for Campus Store events.
  • Foster and sustain effective relationships with strategic partners on campus and in the community. Actively participates in campus-wide initiatives and activities.
  • Uphold, safeguard, and promote the University of Arizona Campus Store core values and philosophy.
  • Upholds and enforces all University policies and Campus Store guidelines.
  • Keep knowledgeable of industry practices, new retail business, read retail and higher educational publications, maintain personal networks, and participate in professional organizations.

Knowledge, Skills, and Abilities:

  • Customer Service Expertise: In-depth knowledge of customer service principles and ability to enhance service delivery across departments
  • Leadership and Team Building: Strong cross-functional leadership with experience guiding teams, fostering collaboration, and inspiring high standards.
  • Problem Solving & Critical Thinking: High-level analytical skills to address complex challenges and create innovative solutions.
  • Technical Proficiency: Skilled in using MS Office, CRM platforms, and data analysis tools.
  • Public Speaking and Communication: Excellent verbal and written communication skills; able to present effectively and clearly.
  • Decision-Making: Ability to make well-informed decisions in a dynamic environment.
  • Commitment to Inclusivity: Ability to engage effectively in diverse environments with customers and employees from varied backgrounds

Minimum Qualifications

  • Bachelor's degree or equivalent advanced learning attained through professional level experience required.
  • Minimum of 7 years of related work experience, including 3 years of managerial experience, or equivalent combination of education and work experience.

Preferred Qualifications

  • Experience using NetSuite or similar ERP system.
  • Experience working in a higher education setting
  • Previous history of managing in a retail setting

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: University Operations

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $65,687 - $85,393

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade

9

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range Minimum, Midpoint, and Maximum Fields listed below represent a full range of career compensation growth over time in this position and grade. Each unit typically sets starting pay between minimum and midpoint upon hire. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Grade Range Minimum

$65687

Grade Range Midpoint

$85393

Grade Range Maximum

$105099

Career Stream and Level

M3

Job Family

Customer Service

Job Function

University Operations

Type of criminal background check required: Name-based criminal background check (non-security sensitive)

Number of Vacancies: 1

Contact Information for Candidates

Julie Norris,

uabks-hr@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As a Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Notice of Availability of the Annual Security and Fire Safety Report

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.

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