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Position DetailsPosition InformationRecruitment/Posting Title Manager, Customer Service and Quality Assurance Job Category Staff & Executive - Administrative & Support - Management Department Transportation Services UW OverviewThe Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations. Posting SummaryRutgers, The State University of New Jersey, is seeking a Manager of Customer Service and Quality Assurance for the Department of Transportation Services. The Manager of Customer Service & Quality Assurance is responsible for fostering the parking services relationships and providing optimal customer service to the entire Rutgers community. Among the key duties of this position are the following:- Oversees all quality assurance efforts streaming from parking operations for the entire user community within Rutgers University (people who study, work, live, visit) across the University campuses.- Oversees all aspects of customer service outreach, coordination of all issue resolution efforts, and help desk operations for parking services and interacts within an official capacity with university community members to ensure the highest level of performance and service is provided.- Responsible for monitoring customer service issues from expected quality assurance levels.- Works closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success at Rutgers University Parking.- Has direct supervisory responsibility over full-time staff. FLSA Exempt Grade 06 Salary Details Minimum Salary 82166.000 Mid Range Salary 104002.000 Maximum Salary 125837.000 Offer InformationThe final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent. BenefitsRutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:- Medical, prescription drug, and dental coverage- Paid vacation, holidays, and various leave programs- Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options- Employee and dependent educational benefits (when applicable)- Life insurance coverage- Employee discount programs Position Status Full Time Working Hours Standard Hours 37.50 Daily Work Shift Work Arrangement Union Description Admin Assembly (MPSC) Payroll Designation PeopleSoft Seniority Unit Terms of Appointment Staff - 12 month Position Pension Eligibility ABP QualificationsMinimum Education and Experience- Bachelor's degree in business administration, or related field; or an equivalent combination of education and/or experience that demonstrates successful supervisory and managerial experience in a highly complex operations support environment.- A minimum of five (5) years of relevant professional experience in a university, municipal, or related operational setting. Certifications/Licenses Required Knowledge, Skills, and Abilities- Strong working knowledge of university services, and activities.- Proven ability to plan and manage operational processes for maximum efficiency and productivity.- Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.- Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent.- Multitasking and organizational skills.- Proven communications skills. Preferred Qualifications- Related experience managing customer service helpdesk environment is preferred. Equipment Utilized Physical Demands and Work Environment Special Conditions Posting DetailsPosting Number 26ST0515 Posting Open Date 03/18/2026 Special Instructions to Applicants Regional Campus Rutgers University-New Brunswick Home Location Campus Rutgers University - New Brunswick City New Brunswick State NJ Location Details Pre-employment ScreeningsAll offers of employment are contingent upon successful completion of all pre-employment screenings.Immunization RequirementsUnder Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.Equal Employment Opportunity StatementIt is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, p regnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statementIt is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, p regnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement