(Remote) Manager OSP Customer Care Service Team - Office of Sponsored Programs
About the position Responsibilities • Oversee the daily operations of the OSP Customer Care Service Team. • Manage and mentor team members to ensure high-quality customer service. • Develop and implement strategies to improve service delivery and customer satisfaction. • Analyze service metrics and identify areas for improvement. • Serve as a point of escalation for complex customer inquiries. • Collaborate with other departments to resolve issues and enhance customer experience. • Conduct training sessions for team members on policies and procedures related to sponsored programs. Requirements • Bachelor's degree in a relevant field or equivalent experience. • Proven experience in customer service management, preferably in an academic or research environment. • Strong leadership and team management skills. • Excellent communication and interpersonal skills. • Ability to analyze data and metrics to drive improvements in service delivery. Nice-to-haves • Experience with grant management and sponsored programs. • Familiarity with compliance regulations related to research funding. • Knowledge of customer relationship management (CRM) systems. Benefits • Flexible work options including remote work. • Professional development opportunities. • Health and wellness programs. Apply tot his job