Customer Service Manager 1

CUSTOMER SVC MGR 1 (000276)

UCPath Position ID: TBD_1000386

Position Description History/Status

Approved Date:

9/28/2026 10:57:24 PM

Date Last Edited:

9/28/2026 10:57:20 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION                   

Division Code:

8410D

Division:

CONTINUING EDUCATION-MISC.             

Department:

556000 - CONTINUING EDUCATION OF THE BAR

Position Details

UCPath Position Number:

TBD_1000386

Position Description ID

264047

UC Payroll Title:

CUSTOMER SVC MGR 1 (000276)

Personnel Program

Management and Senior Professional (MSP)

Salary Grade:

Grade 24

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

A: Manager - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40757715

Reports to Payroll Title:

FINANCIAL ANL MGR 2

UCPath Department Head Position Number:

40055769 

Department Head Payroll Title:

ADMIN MGR 3

DIRECTION - Indicates that the incumbent establishes procedures for attaining specific goals and objectives in a broad area of work. Only the final results of work done are typically reviewed. Incumbent typically develops procedures within the limits of established policy guidelines.

Customer Excellence Representatives / Specialists

6

POSITION SUMMARY

Under the general direction of the Chief Financial Officer (CFO), the Customer Operations Manager provides strategic leadership, operational oversight, and performance management for the Customer Excellence Team. This role ensures the delivery of exceptional customer service by overseeing all customer interactions related to order management, product support, billing inquiries, and account assistance.

The Customer Operations Manager establishes and maintains operational processes, service standards, and performance metrics that drive customer satisfaction, operational efficiency, and continuous improvement. The role is responsible for leading, developing, and mentoring the Customer Excellence Team while fostering a customer‑centric culture focused on quality, responsiveness, and first‑contact resolution.

In addition to customer support operations, the Customer Operations Manager oversees the accurate and timely provisioning of new sales orders, contract renewals, and service modifications in support of the Customer Success and Sales organizations. The role collaborates cross‑functionally with Finance, Sales, Customer Success, Technical Support, and other internal departments to ensure seamless order fulfillment, billing accuracy, process optimization, and an exceptional end‑to‑end customer experience.

At Continuing Education of the Bar (CEB), we are dedicated to empowering California attorneys with innovative resources and practice-oriented tools that enhance their ability to serve clients effectively. Since our founding in 1947, we have remained committed to providing accessible, high-quality legal information, driven by the needs of the California legal community. As a not-for-profit program of the University of California, we prioritize delivering the best California-focused legal tools, all created in-state and in-house.

Customer Operations Management

Ensure staffing levels meet service demand; plan for temporary support during peak periods and maintain and optimize customer support systems including ACD, CRM, billing platforms, and communication tools. (E) Oversee daily operations of the Customer Excellence Team, ensuring high‑quality customer interactions across phone, email, chat, and case‑based support. (E)

Establish and maintain customer service standards, policies, and procedures; develop metrics to monitor service quality, responsiveness, and customer satisfaction. (E)

Oversee order management processes including new sales orders, renewals, refunds, billing inquiries, and account updates to ensure accuracy and timeliness. (E)

Resolve escalated or complex customer issues requiring advanced problem‑solving or cross‑department

30%

Strategic Planning, Process Optimization & Cross‑Functional Collaboration

Partner with Sales, Customer Success, Finance, and Technical Support to ensure seamless order fulfillment, billing accuracy, and customer lifecycle support. (E)

Lead process improvement initiatives to enhance operational efficiency, reduce errors, and improve customer satisfaction. (E)

Contribute to organizational planning related to customer experience, operational scalability, and digital transformation. (E)

Develop and manage the department budget, ensuring appropriate resource allocation and cost control. (E)

50%

People Management

Lead, mentor, and develop Customer Excellence Team members; oversee hiring, performance management, coaching, and professional development. (E)

Establish team goals aligned with CEB’s strategic objectives and monitor performance against KPIs. (E)

20%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

in related area and / or equivalent experience / training

Required

Bachelor’s degree or ten years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service.

Required

Ten or more years of experience in Workforce Management (WFM) and call forecasting.

Required

Demonstrated experience managing customer service operations, including order management, billing support, and customer issue resolution.

Required

Demonstrated strong experience implementing customer service standards, policies, and performance metrics

Required

Strong working knowledge of the Talkdesk telecommunications system.

Required

Experience using the Intercom customer communication platform.

Required

Extensive knowledge and experience working with Salesforce.

Required

Strong knowledge and experience with NetSuite order processing

Required

Knowledge and experience using the Staxbill financial billing system

Required

Excellent leadership and team‑building skills; ability to motivate, coach, and develop staff

Required

Experience collaborating with Sales, Finance, Customer Success, and Technical Support teams and commitment to delivering outstanding customer service and fostering a customer‑centric culture.

Required

Experience with business process optimization or digital workflow systems and strong analytical skills with the ability to interpret service trends and operational data and ability to manage multiple priorities in a fast‑changing environment.

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Non-University Setting(s)

Location:

Remote

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.