Job details

Digital Operations & Customer Experience Manager

Position Number: 6734740
Location: Seattle, WA
Position Type: Computing - Other

Digital Operations & Customer Experience Manager

Seattle University

Digital Operations & Customer Experience Manager

FLSA Status: Nonexempt

Months Per Year: 12

Hours Per Week: 37.5

Employment Status: Full-Time

Work Model: On-site

Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, geographic origin and physical ability. Seattle University strives to be a welcome, open and safe campus climate for all who learn, live and work at Seattle University.

Seattle University's Core Competencies

Effective Team Collaboration: Works harmoniously with others towards a common goal, leveraging individual strengths to achieve shared objectives.

Emotionally Intelligent Communication: Engages in a skillful exchange of information, thoughts, and feelings, verbally and non-verbally.

Ethics and Integrity: Demonstrates an unwavering commitment to honesty, professionalism, and alignment with our Jesuit mission in all actions and decisions.

Flexibility and Innovation: Embraces change, approaching problems with curiosity adaptability, and is committed to making a positive impact.

Mindful Inclusion: Fosters mindful inclusion by consciously creating a workplace that celebrates differences, embraces cultural humility, and empowers uniqueness.

Outcomes-Driven Orientation: Sets clear objectives, pursues excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

Position Description

Position SummaryUnder the direction of the Associate Director of FCS Digital Services, the FCS Digital Services Digital Operations & Customer Experience Manager is responsible for maintaining and supporting the organization's technology infrastructure in both administrative and operational needs. The FCS Digital Services Digital Operations & Customer Experience Manager upholds efficiency and support for software, web and databases for Facilities Services and the campus community, with an auxiliary function as point of contact for campus community work orders and projects. Customer Service/Help Desk (30%)

Facilities Resource Center point of contact on an as-needed basis for Facilities requests and emergencies via the Call Queue and Work Order Console
- Respond to inbound inquiries from students, faculty, and staff via Teams phone, providing clear and professional assistance
- Maintain accurate records of customer interactions and escalate issues as needed
- Responsible for the coordination and timely issuance of received information to Facilities staff for completion
- Prepare and analyze reports on customer engagement metrics

Digital Content Management (25%)With guidance and support from the Associate Director:

Demonstrate a foundational understanding of digital content management with an eagerness to learn and grow in the role.
- Monitor and maintain customer-facing resources
- Manage content for both internal and external websites
- Maintain company resources, ensuring organization and ease of access
- Oversee directories to keep information current and well-structured
- Administer file organization to support efficient data storage and retrieval

CMMS Management (20%)Responsible for the maintenance and operation of the Computerized Maintenance Management System (CMMS)

Function as a liaison with the CMMS vendor for day-to-day technical needs
Maintain databases to support operational needs
Maintain and update the Preventative Maintenance program in the CMMS
Generate and analyze reports to support decision-making and compliance
Provide training and technical support to community CMMS users
Compile CMMS data and update reports for key performance indicators

Digital Tools & Technical Support (15%)Supports Facilities and Campus Services software, hardware, and functions:

Access Control
- Key Management System
- Facilities Software
  - Adobe, Bluebeam, DirectLine, Office 365, and others.
- Websites, internal and external
- Hardware and software support for Facilities and Campus Services Staff

Creating and Developing Reports (10%)

Leverage CMMS, Excel, Power BI, and other analytical tools to identify actionable insights in departmental data

Marginal Job Functions

Other duties as assigned.

Qualifications

Bachelor's degree plus two years of experience in customer service or a combination of education and experience sufficient to perform the essential functions of the position
Proficient in MS Office with strong data entry skills
Demonstrates agility in rapidly mastering new applications and applying them to address organizational needs.

Preferred Qualifications

One year of experience using and managing a CMMS
Experience in web design or content management
Experience in database management

Application Instructions

Please attach a cover letter with your resume when applying. Job postings are open until filled, unless otherwise specified.

Compensation at a Glance

Salary Range: $55,000 - $60,000

Seattle University has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, and not based on a candidate's gender or any other protected status.

Your total compensation goes beyond the number on your paycheck. Seattle University provides generous leave, health plans, and retirement contributions that add to your total compensation package.

Benefits at a Glance

Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person. Choose from three different medical plans, a dental, and vision insurance programs. Protect your income with life, short & long-term disability coverage. Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%. You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events. Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave. For more information explore the Benefits website at: https://www.seattleu.edu/hr/benefits/

To apply, please visit: https://seattleu.csod.com/ux/ats/careersite/8/home/requisition/2996?c=seattleu