Job Listings

Assistant Director, Customer Service

The University of Arizona
Job Location:
Tucson, Arizona

Posting Number: req11056

Department: The UofA BookStores

Location: Main Campus

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

Position Highlights

The University of Arizona BookStores is seeking applicants for an Assistant Director of Customer Service to provide leadership and direction for all customer service initiatives.

The Assistant Director of Customer Service will be responsible for overseeing the daily operations for the main UArizona BookStores and satellite store operations as well as the eCommerce department. This individual must have knowledge of diverse business subjects such as sales and marketing. They will also motivate personnel to perform effectively and efficiently to provide quality customer service.

As part of the executive leadership team, the individual selected for this role will work closely with BookStore management to help the organization remain competitive and grow by identifying, assessing, and developing new business opportunities. This position will work primarily on-site. There will be a rotating shift with the other staff members to cover all hours of operations for the BookStores.

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; state and optional 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

  • Prepare and manage a personnel and sales budget of $10-15 million for satellite locations and eCommerce department as part of managing the total overall budget for the operation of $20-30 million.
  • Organize store operations for main campus store as well as satellite locations and allocate responsibilities to personnel.
  • Monitor stock levels and purchases for all locations and eCommerce and ensure they stay within budget.
  • Analyze sales and revenue reports and make forecasts.
  • Seek new business opportunities providing innovative recommendations to increase or introduce new revenues while ensuring a sustainable expense model.
  • Track all business development activities, analyze quarterly progress, and suggest new strategies based on findings.
  • Submit actionable recommendations to the Executive Director.
  • Supervise and guide customer service staff towards maximum performance.
  • Keep abreast of market trends to determine the need for improvements in the store.
  • Plan and oversee in-store promotional events or display in collaboration with General Merchandise and Business Auxiliary Affairs Services Marketing team.
  • Identify new trend setting business and revenue growth opportunities by researching industry and related events, publications, and announcements.
  • Develop financial assessment for new business opportunities by analyzing market strategies and agreement requirements inclusive of any possible risk.
  • Recommend and lead market research and analytics initiatives to support UArizona BookStores mission, vision, and core values.
  • Keep knowledgeable of industry practices, new retail business, read retail and higher educational publications, maintain personal networks, and participate in professional organizations.
  • Inspect the areas in the store and work with BookStores staff and campus partners to resolve any issues that might arise.
  • Handle high level complaints from customers. Mentor and train the customer service team to resolve customer complaints to maintain the store's reputation.
  • Build and maintain successful relationship with strategic partners on campus and in the community.
  • Ensure the store fulfills all legal health and University of Arizona safety guidelines.
  • Uphold, safeguard, and promote the UArizona BookStores core values and philosophy.
  • Supports and enforces all store policies such as money handling, dress code according to UArizona and BookStore policies.
  • Other duties as assigned.

Knowledge, Skills, and Abilities:

  • Knowledge of Microsoft Office, NetSuite, and data reporting programs.
  • Knowledge of sales planning.
  • Knowledge of strategic communication and marketing principles.
  • Market Knowledge.
  • Outstanding communication and interpersonal abilities.
  • Strong organizational skills and ability to manage complex teams.
  • Skills in project management and supervising.
  • Effective verbal and written communication skills, specifically an ability to distinguish for unique audiences.
  • Excellent interpersonal skills, specifically relating well to others.
  • Ability to network in meaningful relationship building, management and growth.
  • Ability to identify customer needs and challenges.
  • Ability to collaborate across teams.

Minimum Qualifications

  • Bachelor's degree or equivalent advanced learning attained through professional level experience required.
  • Minimum of 5 years of related work experience, including 2 years of managerial experience, or equivalent combination of education and work experience.

Preferred Qualifications

  • Seven years related experience or education beyond a bachelor's degree.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Organizational Administration

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $59,005 - $80,542

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



Career Stream and Level


Job Family

Administrative Operations

Job Function

Organizational Administration

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 1

Contact Information for Candidates

Julie Norris

HR Services Representative

(520) 621-8850

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 an 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.

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