Digital Operations & Customer Experience Manager

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 whole ard, 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 Summary

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 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 elevate 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, Direct Line, 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…