Assistant Director, Customer Service

As the Assistant Director of Customer Service, you'll oversee daily operations for the University of Arizona Campus Store and six satellite locations, working directly with leadership to grow the business and enhance customer satisfaction. The ideal candidate brings expertise in sales and leadership to maximize team performance and keep the store competitive.

This role includes some evening and weekend hours, as well as opening and closing duties.

If you're a dynamic leader with a passion for driving customer service excellence, we invite you to apply to join our team as the

Assistant Director of Customer Service. Make a meaningful impact at the University of Arizona Campus Store and take your career to the next level!

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

• Oversee store operations for the University of Arizona Campus Store and all satellite locations, delegating responsibilities to personnel accordingly.
• Prepare and manage a personnel and product/service needs budget of $4-5 million for six satellite locations as part of managing the overall budget for the operation totaling $20-30 million.
• Manage and lead a Customer Service team of 4 full time staff members and 100+ student employees towards maximum performance.
• Develop and maintain a comprehensive customer service platform for the Campus Store, ensuring consistent, effective service delivery across all departments. Provide regular training to staff on best practices, customer interactions, and service protocols to uphold standards.
• Develops strategies for direct reports to monitor and maintain stock levels for all locations ensuring compliance with budgetary guidelines.
• Track all business development activities, analyze quarterly progress, and suggest new strategies based on findings. Submit actionable recommendations to Executive Director on a regular basis.
• Develops, implements, and communicates customer service policies, procedures, processes and training /operations manuals for the entire Campus Store organization.
• Develop and implement cleanliness standards for all Campus Store locations, ensuring compliance through regular inspections and enforcement of procedures
• Inspect store areas and collaborate with Campus Store staff and campus partners to address and resolve any issues that arise. Collaborate with Campus Store leadership to develop proactive strategies to prevent future issues.
• Execute in-store promotional events or displays in collaboration with the General Merchandise team and Business Auxiliary Affairs Services Marketing team.
• Handle complex customer inquiries and complaints. Develops proactive strategies to address and reduce potential complaints. Train and mentor the Customer Service team to resolve customer complaints to maintain the store's reputation.
• Identify new trend setting business and revenue growth opportunities by researching industry and related events, publications, and announcements.
• Seek new business opportunities providing innovative recommendations to increase or introduce new revenues while ensuring a sustainable expense model.
• Contributes to the internal events committee by organizing planning meetings, developing agendas, managing event budgets, and coordinating logistics for Campus Store events.
• Foster and sustain effective relationships with strategic partners on campus and in the community. Actively participates in campus-wide initiatives and activities.
• Uphold, safeguard, and promote the University of Arizona Campus Store core values and philosophy.
• Upholds and enforces all University policies and Campus Store guidelines.
• Keep knowledgeable of industry practices, new retail business, read retail and higher educational publications, maintain personal networks, and participate in professional organizations.

Knowledge, Skills, and Abilities:

• Customer Service Expertise: In-depth knowledge of customer service principles and ability to enhance service delivery across departments
• Leadership and Team Building: Strong cross-functional leadership with experience guiding teams, fostering collaboration, and inspiring high standards.
• Problem Solving & Critical Thinking: High-level analytical skills to address complex challenges and create innovative solutions.
• Technical Proficiency: Skilled in using MS Office, CRM platforms, and data analysis tools.
• Public Speaking and Communication: Excellent verbal and written communication skills; able to present effectively and clearly.
• Decision-Making: Ability to make well-informed decisions in a dynamic environment.
• Commitment to Inclusivity: Ability to engage effectively in diverse environments with customers and employees from varied backgrounds

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 7 years of related work experience, including 3 years of managerial experience, or equivalent combination of education and work experience.

• Experience using NetSuite or similar ERP system.
• Experience working in a higher education setting
• Previous history of managing in a retail setting