Customer Care Manager

Customer Care Manager

The Customer Care Manager is a professional service role which requires strong organizational and customer service skills. The Customer Care Manager will serve as a key operational leader within the Customer Care unit, responsible for supervising student workers and providing customer service to students and their families throughout the enrollment process. The position will ensure the delivery of efficient, accurate, and student-centered support services across multiple service channels, including phone, email, and virtual platforms.

Reporting directly to the Associate Director of Customer Care, the Customer Care Manager will oversee daily service operations, manage student employee performance and development, coordinate workflow across teams, and ensure service standards are consistently met. This position plays a critical role in maintaining high-quality service delivery and improving the overall customer experience for the university community.

Responsibilities

Collaborate with campus partners such as Admissions, Registrar, Financial Aid, and Accounting Services to streamline service delivery and information accuracy. Maintain operational reports related to service volume, response times, and customer satisfaction. Assist with budget oversight related to student staffing allocations. Ensure compliance with university policies related to student employment and customer service operations. Oversee daily operations of the Customer Care service areas to ensure efficient and consistent customer support. Coordinate staffing schedules for student worker teams to maintain appropriate coverage during peak service periods. Monitor service requests and manage workload distribution to ensure timely response and resolution. Recruit, hire, train, and supervise student employees across three service teams. Provide ongoing coaching, mentoring, and performance feedback to student staff. Ensure a high standard of customer service that reflects the university's commitment to student success and support.

Qualifications

Minimum Qualifications:

Bachelor's degree and four years' experience. Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.

Degree Equivalency Clause: Four years of direct experience for a bachelor's degree. Senate Bill 1310- The Florida Senate is conditional upon meeting all employment eligibility requirements in the U.S. SB 1310: Substitution of Work Experience for Postsecondary Education Requirements. A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed: (a) Two years of direct experience for an associate degree; (b) Four years of direct experience for a bachelor's degree; (c) Six years of direct experience for a master's degree; (d) Seven years of direct experience for a professional degree; or (e) Nine years of direct experience for a doctoral degree. Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment. Minimum Qualifications that require a high school diploma are exempt from SB 1310.

About Us

Working at USF

With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.

About USF

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at

Compliance and Federal Notices

This position may be subject to a Level 1 or Level 2 criminal background check.

Applicants have rights under Federal Employment Laws:

The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

Family and Medical Leave Act (FMLA)

Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.

Equal Employment Opportunity

The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains affirmative action programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws. This job description does not constitute an employment contract.