UCSD Layoff from Career Appointment: Apply by 7/8/2019 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 7/17/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.

A cover letter is required for a complete application packet.

DEPARTMENT OVERVIEW
UC San Diego Extension is fully self-supporting, operating year-round (12 months of active instruction) with a budget of $47 million annually in primarily fee income. The unit has over 200 career employees, including academic, management, staff and executive, as well as represented and non-represented positions. Many casual or contract employees and student workers also serve in the organization. In addition, Extension employs about 1,000 active by-agreement instructors.

Extension operates in 200,000 square feet of managed space, including a large off-campus classroom facility. The unit maintains a robust online learning platform, operating 24/7 (including some Spanish language elements) with web-casting and video-conferencing capability. Extension also has a strong web presence with e-commerce operating 24/7. There are over 60,000 enrollment transactions annually; 35,000 outreach certification transactions and 25,000 service transactions. Extension supports a robust network of representatives, agents, and students (both residential and online) around the globe. Along with all of this, Extension operates two television stations, a variety of public lecture programs and is active in federal, state, local, and private research and technical assistance programs and activities.

POSITION OVERVIEW
Serves as Director of Student and Client Services at University Extension overseeing customer service, student retention, and business development. Creates, implements, and strives to continuously improve the student experience through a consolidated customer service, marketing, outreach, and training strategy on behalf of the division. The incumbent defines customer service solutions at the individual and workgroup level, while providing leadership and direction to the helpdesk, creating an environment that fosters high performance, accountability, and a consistent student (customer) experience.

The incumbent works closely with leadership to identify, develop, and deploy strategies, including process improvements, communications, training, technology enhancements (CRM), and all other touch points that affect the student experience. Performs the full range of supervisory responsibilities including hiring, training, evaluation, staff development, and discipline. Provides oversight for all student services, student affairs, and registrar functions for Extension.

• A cover letter is required for a complete application packet.

• This position is located at Extension's campus location (UNEX).

• Demonstrated solid senior customer service management experience. Demonstrated experience identifying the resources (people, process, and technology capabilities) and long-term student services strategies required to deliver high-level customer experiences.

• Demonstrated experience in employee supervision. Strong interpersonal skills to effectively motivate others. Proven experience effectively measuring individual and team performance, to organize, prioritize and delegate work and to evaluate and resolve related issues.

• Demonstrated proficiency and extensive experience in proactive customer service in continuing education or post-secondary education processes/best practices and a proven record of enhancing revenue through client retention.

• Demonstrated strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas of improvement and using data analytics to gauge success. Demonstrated experience creating, analyzing, and reporting on customer satisfaction surveys.

• Solid experience in business retention and business development within a customer service role, ensuring long-term relationships with clients. Demonstrated experience identifying products and services that would appeal to potential customers and creating effective sales pitches tailored to specific customer categories.

• Demonstrated experience instituting and overseeing student support/Customer Relationship Management systems (CRM) to capture and report service metrics, including customer feedback and trends in products or service.

• A background check is required for this position.

• Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) training and form will be required.