Customer Experience Manager

Customer Experience Manager

The Customer Experience Manager provides leadership and oversight for the customer-facing operations of Parking Services, ensuring the delivery of responsive, efficient, and service-oriented support to the university community. The position leads front-line service functions, supervises and develops staff, manages operational processes, and ensures the consistent application of policies, procedures, and regulatory requirements. Serving as a key resource for customers, campus partners, and departmental leadership, the role exercises independent judgment in resolving complex issues, optimizing service delivery, overseeing transactional operations, and fostering a positive customer experience.

Manage student workers and volunteer customer service staff through scheduling, training and performance management. Manage front of house services; interpret, enforce, and provide advice and information about university policies, procedures and regulations. Issue parking permits and receive payments for citations. Answer inquiries and questions via telephone and lobby contacts. Reconcile cash receipts daily prior to bank deposit. Maintain accurate databases and respond to inquiries. Work with Director of Transportation and Parking Services to address database issues. Process citation appeals. Assist with administrative duties such as mass notifications and customer correspondence, and financial report reconciliation. All other duties as assigned.

Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered. Demonstrated experience performing data entry using a personal computer. Demonstrated experience reconciling cash register drawer and tapes. Demonstrated experience operating various office equipment such as computers, copier, calculator, and credit card terminals. Previous supervisory experience.

Effectively operate work related equipment. Demonstrated competence maintaining accurate filing and record keeping systems. Maintain, process, and verify information with a high degree of accuracy and close attention to detail. Communicate effectively with employees and the public in person, through email, and over the phone; establish and maintain effective working relations with co-workers and the public. Demonstrated competence organizing and prioritizing multiple, simultaneous work assignments, meeting deadlines, and exercising adaptability to changing priorities, with a high level of attention to detail and accuracy. Represent University Police and its programs to others in a professional and courteous manner, with the ability establishing and maintaining good public relations. Must have the ability to multi-task.

This position acts as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics. Must pass a comprehensive police background investigation.

Montana State University-Bozeman