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MANAGER, SALES & ADMINISTRATION
University of Washington - Bothell, WA
posted 3 months ago
About the position
The Manager of Sales & Administration at the University of Washington (UW) is responsible for overseeing the customer service unit within the Transportation Services Division. This role involves strategic planning, supervision, and management of the Sales & Administration team, ensuring operational excellence and positive customer relations. The manager will engage with a diverse range of customers, including students, faculty, and staff, to provide high-quality service and resolve issues effectively. This position plays a crucial role in enhancing the overall customer experience and operational efficiency within the Transportation Services.
Responsibilities
- Engage customers and business partners with excellent service and lead continuous improvement initiatives.
- Provide support regarding escalated customer issues to achieve satisfactory resolutions.
- Represent the program to business partners and stakeholders.
- Conduct customer relations activities in line with customer service practices.
- Monitor program performance and ensure quality standards are maintained.
- Develop and maintain familiarity with business system functions and participate in enhancements.
- Collaborate with other leaders to ensure seamless service delivery.
- Directly supervise approximately three Program Coordinators, seven Program Assistants, one Assistant Manager, and one Program Operations Specialist.
- Conduct effective hiring, staff development, and performance management activities.
- Manage significant projects, setting goals and monitoring progress.
- Coordinate deployment of program-specific technology and optimize performance metrics.
- Participate in the TS Leadership Team to ensure coordinated strategy and operations.
- Develop and monitor program budgets and financial plans.
- Stay informed of industry trends and lead innovative practices at UW.
- Ensure compliance with applicable laws and regulations.
Requirements
- A Bachelor's degree and five years of related experience in a customer-facing environment.
- Demonstrated excellent interpersonal, oral, and written communication skills.
- Ability to maintain composure in a fast-paced, dynamic environment.
- Excellent organizational skills and ability to coordinate multiple tasks.
- Strong problem-solving skills and ability to analyze complex information.
- Proficiency with standard productivity software, including Microsoft Office Suite.
- Experience managing a diverse team and providing exceptional customer service.
Nice-to-haves
- Minimum of two years of supervisory experience.
- Experience in public or higher education sectors, particularly in parking or transportation.
- Experience working with unionized staff members.
- Experience in a Lean process improvement environment.
- Familiarity with customer relationship management tools like Salesforce.
- Experience managing hybrid work schedules.
- Experience in a call center/help desk environment.
Benefits
- Generous benefits and work/life programs.
- Professional growth opportunities.
- Diversity and inclusion initiatives.
- Access to unique resources in a diverse environment.
