Logo: Posting Number: STA00195PO25
Job Family: Program Management
Job Function: Program Management
USC Market Title: Program Manager
Link to USC Market Title: Job Level: M3 - Managerial
Business Title (Internal Title): Director, Customer Experience & Change Management
Campus: Columbia
Work County: Richland
College/Division: Division of Administration and Finance
Department: DAF Business Affairs
State Pay Band: 9
Approved Starting Salary: $87,231
Advertised Salary Range: $87,231 - salary commensurate with qualifications
Part/Full Time: Full Time
Hours per Week: 37.5
Work Schedule: USC standard hours are 8:30 a.m. - 5:00 p.m., Monday - Friday with one hour for lunch.
Some flexibility in work hours may be occasionally required.
Basis : 12 months
Job Search Category: Other Professional
About University of South Carolina: From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor's degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond.
Advertised Job Summary: The Division of Administration and Finance is currently seeking a highly skilled and experienced leader to assume the role of Director of Customer Experience and Change Management within its Business Affairs unit. This prestigious position requires an individual who excels in leading cross-functional teams, driving exceptional customer experiences, and spearheading transformative initiatives.The Director of Customer Experience and Change Management will be responsible for overseeing and enhancing the customer service strategies and change management processes within the Business Affairs unit. The incumbent will play a crucial role in defining and implementing comprehensive plans aimed at improving customer satisfaction, streamlining operations, and fostering a culture of unparalleled service and continuous improvement.Joining the Division of Administration and Finance as the Director of Customer Experience and Change Management offers an exciting opportunity to make a significant impact within a dynamic and forward-thinking organization.
Job Related Minimum Required Education and Experience: Requires a bachelor's degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Preferred Qualifications: - Higher Education experience working with auxiliaries and contract management (i.e. Food Services, Special Events, Technology, Campus Stores, Postal Services and other Retail Operations)
- Bachelor's Degree in Business, Public Relations, Journalism, Education or Marketing
Knowledge/Skills/Abilities: The employee must exhibit the capability to assist DAF and Business Affairs in narrating publicly the greater relevancy of educational amenities. This is imperative not only to successful academic experiences but also in the daily lives of USC students, faculty, and staff. Therefore, the following KSAs are needed:
- Skilled guiding organizations and internal teams through transformational change in higher education and business domains;
- Proven track record of leading cross-functional teams and managing initiatives that improve customer satisfaction and drive revenue;
- Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team;
- Ability to motivate teams and keep a positive attitude in a fast-paced environment, to include indirect reports;
- Demonstrated ability to innovate and implement change in a fast-paced environment;
- Ability to drive process and organizational change;
- Results driven with ability to make decisions and help solve problems:
- Comfortability contributing and driving a metrics-driven performance and assessment culture;
- Familiarity with strategic planning, design thinking, and general customer-centered frameworks;
- Ability to collaborate with internal and external stakeholders across multiple functions and locations;
- Ability to influence through relationships and public presentations to small and large audiences;
- Courageous leadership and accountability;
- Ability to see the big picture and leverage critical thinking and decision-making skills;
- Flexible and adaptable; ability to work effectively in ambiguous situation(s);
- Excellent interpersonal, verbal and written communication skills.
- Occasional travel is required.
Job Duty: Collaborate with senior leadership to align customer experience strategies with USC enrollment and business objectives and communicate progress. Work closely with Corporate Business Partners in the areas of Marketing, Sales, Product Development, Operations, and Customer Care teams to ensure a seamless and consistent USC customer journey.
Essential Function: Yes
Percentage of Time: 25
Job Duty: Develop and implement strategies to improve customer satisfaction, retention, and lifetime value, while supporting revenue growth. Establish and track key performance indicators (KPIs) related to customer experience, using data-driven insights to guide decisions and demonstrate impact.
Essential Function: Yes
Percentage of Time: 25
Job Duty: Lead and manage cross-functional teams to design and execute customer experience initiatives that align with USC goals. Foster a customer-centric culture across the Division of Administration and Finance by promoting best practices and educating teams on customer experience principles.
Essential Function: Yes
Percentage of Time: 20
Job Duty: Oversee the development and implementation of tools, technologies, and processes to optimize customer interactions and engagement. Identify and analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation. Utilize customer journey mapping to understand touchpoints and create actionable plans for enhancing the customer experience.
Essential Function: Yes
Percentage of Time: 20
Job Duty: Stay current with industry trends, competitive landscape, and emerging technologies to maintain a competitive edge in customer experience strategies.
Essential Function: Yes
Percentage of Time: 5
Job Duty: Other related duties and/or special projects, as needed.
Essential Function: Yes
Percentage of Time: 5
Safety Sensitive or Security Sensitive: No
Hazardous weather category: Essential
Number of Vacancies: 1
Desired Start Date: 05/16/2025
Job Open Date: 03/11/2025
Job Close Date: 04/26/2025
Open Until Filled: No
Special Instructions to Applicant: Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
We are only accepting applications submitted byApril 26, 2025.
Quicklink for Posting: EEO Statement: The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.