Assistant Director, Customer Service

The Assistant Director of Customer Service position provides leadership and direction for all customer service initiatives. They will be responsible for overseeing the daily operations for the University of Arizona Campus Store and six satellite store operations.

The Assistant Director of Customer Service will have extensive knowledge of varied business subjects such as sales and marketing. They will also be able to motivate personnel to perform according to their maximum capacity. The Assistant Director of Customer Service will work closely with leadership both internal and across campus to help the organization remain competitive and grow by identifying, assessing, and developing new business opportunities.

This position must be available to work evenings and weekends. They will be responsible for opening and closing the store as needed. This position reports to the University of Arizona Campus Store Executive Director.

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

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• 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.
• Develop 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.
• Develop,
  implement, and communicate 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.
• Uphold and
  enforce 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.
• Other duties as
  assigned.

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
  People-Centered Support: Ability to effectively engage in different
  environments with various customers and employees to understand their needs and
  ensure they are provided with the appropriate level of support.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's
  degree or equivalent advanced learning attained through professional level
  experience required.
• Seven years of
  related work experience, including three years of managerial experience, or
  equivalent combination of education and work experience.
• Must have a valid driver's license and ability to drive according to the University Fleet Safety Policy.
• This position requires a flexible work schedule, including some evenings and weekends.

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