Digital Operations & Customer Experience Manager

Position Description
Position SummaryUnder the direction of the Associate Director of FCS Digital Services, the FCS Digital Services Digital Operations & Customer Experience Manager is responsible for maintaining and supporting the organization's technology infrastructure in both administrative and operational needs. The FCS Digital Services Digital Operations & Customer Experience Manager upholds efficiency and support for software, web and databases for Facilities Services and the campus community, with an auxiliary function as point of contact for campus community work orders and projects.Customer Service/Help Desk (30%)

Facilities Resource Center point of contact on an as-needed basis for Facilities requests and emergencies via the Call Queue and Work Order ConsoleRespond to inbound inquiries from students, faculty, and staff via Teams phone, providing clear and professional assistanceMaintain accurate records of customer interactions and escalate issues as neededResponsible for the coordination and timely issuance of received information to Facilities staff for completionPrepare and analyze reports on customer engagement metrics

Digital Content Management (25%)With guidance and support from the Associate Director:

Demonstrate a foundational understanding of digital content management with an eagerness to learn and grow in the role.Monitor and maintain customer-facing resourcesManage content for both internal and external websitesMaintain company resources, ensuring organization and ease of accessOversee directories to keep information current and well-structuredAdminister file organization to support efficient data storage and retrieval

CMMS Management (20%)Responsible for the maintenance and operation of the Computerized Maintenance Management System (CMMS)

Function as a liaison with the CMMS vendor for day-to-day technical needs

Maintain databases to support operational needs

Maintain and update the Preventative Maintenance program in the CMMS

Generate and analyze reports to support decision-making and compliance

Provide training and technical support to community CMMS users

Compile CMMS data and update reports for key performance indicators

Digital Tools & Technical Support (15%)Supports Facilities and Campus Services software, hardware, and functions:

Access ControlKey Management SystemFacilities SoftwareAdobe, Bluebeam, DirectLine, Office 365, and others.Websites, internal and externalHardware and software support for Facilities and Campus Services Staff

Creating and Developing Reports (10%)

Leverage CMMS, Excel, Power BI, and other analytical tools to identify actionable insights in departmental data

Marginal Job Functions

Other duties as assigned.

Qualifications

Bachelor’s degree plus two years of experience in customer service or a combination of education and experience sufficient to perform the essential functions of the position

Proficient in MS Office with strong data entry skills

Demonstrates agility in rapidly mastering new applications and applying them to address organizational needs.

Preferred Qualifications

One year of experience using and managing a CMMS

Experience in web design or content management

Experience in database management