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.
