Operations Manager, Service Center
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Key skills for this role
About the Role
NYU Abu Dhabi seeks an Operations Manager to oversee frontline operations of the Service Center, ensuring high-quality support across multiple channels. The role requires 3+ years of service operations experience and strong analytical skills.
Key Skills for This Role
Responsibilities
- Manage the day to day frontline operations of the Service Center, ensuring consistent delivery of high quality support across all service channels
- Oversee frontline workflows, desk coverage, queue management, and resource allocation
- Support and oversee frontline operational services including Student Health Insurance administration and switchboard operations
- Collect, monitor, and analyze service related data to identify operational trends and opportunities for improvement
- Develop operational reports, dashboards, and performance insights to support decision making
- Lead coordination and delivery of frontline training and onboarding initiatives
- Maintain and enhance operational documentation, service procedures, and knowledge resources
- Build and maintain collaborative working relationships with Tier 2 departments and institutional stakeholders
- Oversee operational management and triaging of Resolve escalations
Requirements
- Bachelor's Degree in a related field
- Relevant advanced certification or professional qualification diploma
- 3+ years of experience in service operations, customer service management, or process improvement
- Strong analytical skills, with experience in data collection, reporting and service performance measurement
- Excellent problem solving, communication and leadership abilities
- Ability to work collaboratively across multiple departments and manage competing priorities
- 2+ years of office and/or administrative experience in an academic institution (preferred)
- Familiarity with ticketing systems (Servicelink, ServiceNow, Hiver) (preferred)
- Data analytics (preferred)
- Fluency with MS Office and/or Google Suite (preferred)
Full Job Posting
Position Summary
- New York University Abu Dhabi (NYUAD) seeks to appoint an Operations Manager, reporting to the Assistant Director, Service Center.
- The NYU Abu Dhabi Service Center serves as a centralized frontline support function, providing operational coordination, administrative support, and service navigation across a broad range of university services.
Job Responsibilities
- Manage the day to day frontline operations of the Service Center, ensuring consistent delivery of high quality support across all service channels
- Oversee frontline workflows, desk coverage, queue management, and resource allocation
- Support and oversee frontline operational services including Student Health Insurance administration and switchboard operations
- Collect, monitor, and analyze service related data to identify operational trends and opportunities for improvement
- Develop operational reports, dashboards, and performance insights to support decision making
- Lead coordination and delivery of frontline training and onboarding initiatives
- Maintain and enhance operational documentation, service procedures, and knowledge resources
- Build and maintain collaborative working relationships with Tier 2 departments and institutional stakeholders
- Oversee operational management and triaging of Resolve escalations
- Support implementation and monitoring of service standards, operational procedures, and SLA expectations
Required Education
- Bachelor's Degree in a related field
- Relevant advanced certification or professional qualification diploma
Required Experience
- 3+ years of experience in service operations, customer service management, or process improvement
- Strong analytical skills, with experience in data collection, reporting and service performance measurement
- Excellent problem solving, communication and leadership abilities
- Ability to work collaboratively across multiple departments and manage competing priorities
Preferred Experience
- 2+ years of office and/or administrative experience in an academic institution
- Familiarity with ticketing systems (Servicelink, ServiceNow, Hiver)
- Data analytics
- Fluency with MS Office and/or Google Suite
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