Job Details

Digital Operations & Customer Experience Manager

Position Number: 6329538
Location: Seattle, WA
Position Type: Computing - Other

Digital Operations & Customer Experience Manager

Seattle University

Digital Operations & Customer Experience Manager

FLSA Status: Nonexempt

Market Reference Range (MRR): 7

Months Per Year: 12

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

Under 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 a secondary function as point of contact for the campus community for updates regarding their project or work order.

CMMS Management

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

Maintain databases to support operational needs
Maintain and update the Preventative Maintenance program list stored in the CMMS
Generate, analyze, and manage reports to support decision-making and compliance
Provide guidance and technical support to shops and campus community users for CMMS functionality and troubleshooting
Function as the primary liaison with the CMMS vendor to resolve technical issues

Creating and Developing Reports

Leverage Excel, PowerBI, the CMMS, and other analytical tools to identify actionable insights in departmental data
Compile CMMS data and update reports for key performance indicators
Analyze and maintain data structure for efficient monthly to annual KPI reporting

Content Management

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 databases to support efficient data storage and retrieval

Digital Tools Support

Provides digital tools support for all Facilities and Campus Services software and functions
Facilities Software Suite
Access Control

o Building Key Checkout System

o Vehicle Checkout Systems

Technical Support

Websites, internal and external
Hardware and software support for Facilities and Campus Services Staff

Customer Service/Call Center

Prepare and analyze reports on customer engagement metrics
Serve as a backup point of contact for Facilities requests and emergencies via the Facilities Resource Center call queue

o Respond to inbound inquiries from students, faculty, and staff via phone, providing clear and professional assistance.

o Maintain accurate records of customer interactions and escalate issues as needed.

o Responsible for the coordination and timely issuance of received information to the trade shops for completion

Marginal Job Functions

Occasionally backs up other administrative positions within the department
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
Quickly adapts to new applications for efficient task execution

Preferred Qualifications

At least 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/ats/careersite/JobDetails.aspx?id=2867&site=2