Job Description

Posting Summary 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 Location of Vacancy 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 USC 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. Benefits for FTE Positions The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding. Position Description 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. Required Certification, Licensure/Other Credentials 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 Duties 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 Position Attributes Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing. Safety Sensitive or Security Sensitive No Hazardous weather category Essential Posting Detail Information 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. Supplemental Questions Required fields are indicated with an asterisk (*).

• * Do you have 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?
• Yes
• No
• * Do you have any supervisory and leadership experience? If so, please summarize this experience.

(Open Ended Question) * * Do you have the ability to manage and coordinate multiple projects and priorities at the same time and work effectively with a wide variety of university personnel and leadership? Please Explain. (Open Ended Question) Applicant Documents Required Documents

• Cover Letter
• Resume
• List of References and Contact Information

Optional Documents * Other Supporting Documents

Job Tags

Full time, Contract work, Part time, Local area, Flexible hours, Monday to Friday,

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