Operations Manager, Service Center
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Key skills for this role
About the Role
NYU Abu Dhabi seeks an Operations Manager for its Service Center to oversee frontline operations, service delivery, and performance across StudentLink, CommunityLink, Resolve, and the university switchboard.
Key Skills for This Role
Responsibilities
- Manage the day to day frontline operations of the Service Center 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 improvement opportunities
- Develop operational reports, dashboards, and performance insights to support decision making
- Lead the 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 the operational management and triaging of Resolve escalations
- Support the implementation and monitoring of service standards, operational procedures, and SLA expectations
Requirements
- Bachelor's Degree in a related field
- 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 work collaboratively across multiple departments and manage competing priorities
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.
- The Operations Manager is responsible for overseeing the day to day frontline operations, service delivery, and operational performance of the Service Center.
Frontline Operations and Service Delivery
- Manage the day to day frontline operations of the Service Center, ensuring consistent delivery of high quality, customer centered support services across all service channels.
- Oversee frontline workflows, desk coverage, queue management, and resource allocation to maintain operational efficiency.
- Support and oversee frontline operational services, including Student Health Insurance administration and processing, escalation coordination, switchboard operations, and shared service support functions.
- Collaborate with Tier 2 departments to ensure effective service coordination, timely query resolution, and a seamless service experience.
- Identify operational gaps and recommend process improvements to strengthen service delivery.
Reporting, data analysis, and service performance monitoring
- Collect, monitor, and analyze service related data to identify operational trends, service gaps, risks, and opportunities for continuous improvement.
- Develop operational reports, dashboards, and performance insights to support decision making, resource planning, and service optimization.
- Monitor service performance against established KPIs and SLAs, escalating operational risks and service concerns where appropriate.
- Support the Associate Director, Service Center with reporting, operational analysis, service reviews, and performance monitoring activities.
Training, knowledge management, and staff development
- Lead the coordination and delivery of frontline training and onboarding initiatives to strengthen operational knowledge and customer service delivery.
- Maintain and enhance operational documentation, service procedures, knowledge resources, and training materials.
- Promote a culture of accountability, collaboration, continuous improvement, and service excellence within the frontline team.
Stakeholder Coordination and Service Integration
- Build and maintain collaborative working relationships with Tier 2 departments and institutional stakeholders.
- Support cross functional initiatives aimed at improving the service experience and enhancing integrated service delivery.
- Coordinate with service partners to support operational alignment, escalation management, and consistent communication.
- Contribute to the ongoing development, standardization, and continuous improvement of Service Center operational processes.
Escalation Management, Service Standards, and Operational Compliance
- Oversee the operational management and triaging of Resolve escalations, ensuring timely handling and appropriate routing.
- Support the implementation and monitoring of service standards, operational procedures, and SLA expectations.
- Ensure compliance with operational processes, documentation standards, escalation handling procedures, and institutional requirements.
- Provide frontline operational guidance and support to ensure consistent service quality and effective issue resolution.
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 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
- Excellent verbal and written skills
- Team player and works well under pressure and deadlines
- Must be well versed in quality data collection to ensure adequacy, accuracy and legitimacy of data in NYU systems and be able to strictly follow data privacy and security procedures for data handling and analysis
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