Commuter & Parking Services- Customer Relations & Student Operations Analyst

PROJECT POLICY ANL 2 RP (005256)

UCPath Position ID: TBD_998754

Position Description History/Status

Approved Date:

11/3/2026 11:22:09 AM

Date Last Edited:

11/3/2026 11:22:05 AM

Last Action Effective Date:

10/15/2026

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

335000 - PARKING SERVICES

Position Details

UCPath Position Number:

TBD_998754

Position Description ID

246440

UC Payroll Title:

PROJECT POLICY ANL 2 RP (005256)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

RP: Research and Public Service PR

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40063547

Reports to Payroll Title:

PARKING OPS ENFORCEMENT SUPV 2

UCPath Department Head Position Number:

40957939

Department Head Payroll Title:

PARKING AND TRANSPORT MGR 3

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

Under the general direction of the BCP Operations Supervisor, The Customer Relations & Student Operations Analyst plays a vital role in supporting UCLA Transportation by managing frontline customer operations and student staffing to ensure exceptional Bruin experiences across a diverse campus community. The Customer Relationship Management (CRM) team supports an annual UCLA campus population of over 90,000 students, staff and faculty, and provides training, tools, and technology for customers to select how they prefer to commute to campus. This operation supports over 50,000 customer interactions annually, consisting of email, phone and in-person support. The analyst works closely with student supervisors to enhance training, provide resources, and maintain high-impact customer service. Acting as a liaison between CRM operations, outreach, and technology teams, the analyst also contributes to strategic planning, performance analysis, and student employee development initiatives. This position supports the department's strategic hiring goals by coordinating annual interview and onboarding cycles, maintaining internal documentation, and ensuring high-quality service delivery through regular audits and process improvements. The analyst provides critical support to the customer service operation, including administering annual interviewing and onboarding cycles, coordinating schedules for 25+ student (casual) employees, training new student (casual) employees, maintaining internal Knowledgebase articles, and conducting internal audits to enhance service quality.

In addition, the analyst supports the operational effectiveness of the Customer Relationship Management (CRM) unit by:

• Managing internal systems and customer service workflows

• Evaluating and improving business processes

• Coordinating cross-functional projects

• Ensuring service delivery aligns with UCLA Events & Transportation standard

The analyst works closely with student supervisors to enhance training, provide resources, and maintain high-impact customer service. Acting as a liaison between CRM operations, outreach, and technology teams, the analyst also contributes to strategic planning, performance analysis, and student employee development initiatives.

Student Operations

1. Student Onboarding & Hiring

 a. Lead the onboarding process for new student employees, ensuring timely training and seamless integration into customer service operations.

 b. Administer the annual hiring cycle aligned with the academic year, including graduation season, interview coordination, and documentation management.

 c. Train new student employees on systems, service protocols, and customer interaction standards to ensure readiness and consistency of our services.

2. Operations & Scheduling

 a. Develop and maintain schedules for 25+ student (casual) employees to ensure consistent coverage across lobby and phone-based customer service channels.

 b. Monitor daily operations and adjust staffing levels as needed to meet fluctuating service demands and maintain high-quality customer support.

 c. Handle escalated customer issues, conducting further research and coordinating with internal teams to ensure timely and effective resolution

 d. Support frontline service delivery by managing workflows, resolving operational issues, and ensuring alignment with departmental standards.

3. Collaboration & Supervision

 a. Partner with student supervisors to oversee performance, address service gaps, and foster a positive, inclusive work environment.

 b. Conduct weekly meetings with student supervisors to share operational updates, review customer service trends, and address training gaps—ensuring consistent service quality and continuous improvement.

 c. Create reports to track student employee performance, service trends, and coaching outcomes to the Student Operations Supervisor, providing actionable recommendations to improve team development and service quality.

 d. Provide ongoing support and resources to student employees, promoting professional growth and high-impact customer service.

 e. Act as a liaison between CRM operations, outreach, and technology teams to ensure cohesive service delivery and continuous improvement.

60%

Knowledgebase & Documentation

1. Regularly update and manage internal Knowledgebase articles to ensure accuracy and alignment with current procedures, FAQs, and system enhancements; supporting efficient information access for staff and stakeholders.

2. Create and revise onboarding guides, learning modules, and reference tools to support student employee development, reinforce operational consistency, and promote high-quality customer service across Commuter & Parking Services and CRM operations.

3. Document business rules and workflow to streamline business processes and recommend creative solutions to improve the customer experience.

4. In collaboration with the BCP leadership, develop and track long and short-term goals. Develop plans and models and conduct analyses to measure the effectiveness of proposals.

15%

Auditing & Service Quality

1. Conduct internal audits of customer interactions in Salesforce (emails) and GoTo (phone calls) to ensure compliance with service standards.

2. Analyze service trends and feedback to identify gaps and recommend improvements.

3. Report findings to CRM leadership and contribute to strategic planning and performance analysis.

4. Work with/provide input to intradepartmental partners on the development and design of system interfaces that support the customer experience

5. Troubleshoot system issues and escalate technical problems to appropriate teams when needed.

15%

Customer Service & Communications

1. Respond to customer inquiries across multiple channels (email, phone, in-person) with professionalism and accuracy.

2. Provide clear guidance on transportation services, including parking and sustainable transportation programs, and commuter options.

3. Document customer interactions thoroughly to support follow-up and maintain service continuity.

4. Utilize internal systems such as T2 Systems, Teams, Salesforce to manage customer interactions, process transactions, and communicate with team members.

5. Navigate CRM platforms to update customer records, assign cases, and ensure accurate documentation of service history.

6. Other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization's Values. Including in-person support for the following:

• Emergencies

• Special Events – (i.e. Basketball, Commencement, etc.)

• In-person meetings, trainings

10%

•

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

Preferred

Communication & Relationship Management Systems

Demonstrated proficiency in the use of E&T communication and relationship management system programs, intranet tools and other related software.

Preferred

Technological Aptitude

Outlook, Excel, Salesforce, Smartsheet and other programs.

Preferred

Political Acumen

Analyzing information, practices, policies, procedures, problems, and situations. Ability to exercise sound judgment in decision making and handle sensitive situations or issues that are complex.

Preferred

1. Strong commitment to customer service with a professional and approachable demeanor. Ability to identify customers' needs and provide timely and accurate information for a high volume of requests. Strong interpersonal skills that provide the ability to establish and maintain professional and cooperative relations with staff, peers, customers and others at all levels. Ability to communicate in a clear and concise manner, using appropriate tone and vocabulary, to obtain and convey information professionally to a variety of audiences with diplomacy and clarity. Ability to be flexible and work in demanding situations with a sense of urgency, while keeping a customer service orientation. Including ability to adjust work hours and if necessary, work overtime to meet the needs of the office, including deadlines such as peak periods, weekend/evening Outreach events.

Required

2. Ability to organize large amounts of material and information into coherent subgroups and logical sequences.

Required

3. Demonstrated skill in managing short-and long-range projects, including developing action plans and timelines, communicating goals and objectives, allocating departmental resources, producing status reports, and resolving conflicts or delays to accomplish projects by established deadlines.

Required

4. Demonstrated initiative, flexibility and ability to focus on "growing" current alternative transportation programs and taking action that ensures program success and continuity. Demonstrated ability in conducting research to remain current with leading edge technology, innovation, and best practices.

Required

5. Ability to handle highly confidential matters with tact and diplomacy and maintain confidentiality of information as needed to protect the rights of individuals of the University.

Required

6. Skill in negotiating mutually agreeable solutions to conflicts between individuals, groups, or organizational units. Ability to make decisions and implement solutions in line with University guidelines and departmental policies and procedures when not all parties are in agreement.

Required

7. Demonstrated written and oral communications skills to obtain and/or convey information to individuals at various organizational levels and to explain complex policies and procedures to personnel and customers.

Required

8. Ability to organize and coordinate multiple projects and assignments; perform with frequent interruptions, conflicting demands, changing priorities, heavy workloads; establish priorities that accurately reflect the importance of the job and accomplish departmental goals and objectives. Proactive attitude, with the drive to initiate projects and new processes, including skill in organizing material, information, and people in a systematic way to optimize efficiency and minimize duplication of effort.

Required

9. Ability to conduct group presentations to inform and promote transportation programs, policies and procedures.

Required

10. Documented skills in accurately mapping processes, project planning/implementation and monitor and updating project progress.

Required

11. Ability to track, understand and analyze budgetary information to make decisions, review operating expenses, control expenditures and develop new fiscal year budgetary plans.

Required

12. Ability to quickly gain in-depth knowledge of the following: All campus parking areas including the locations of the different types of parking, including pay stations, permit spaces and loading areas, Campus administration and organizational structure, including demonstrated knowledge of University policies and procedures, Staff/faculty, student and visitor parking, and alternative transportation options and processes to determine participant eligibility.

Required

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:

Campus

Location:

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

Other Mental Requirements

If "Mental demands other" was selected above, please explain:

This position requires the ability to perform complex cross-referential mental tasks beyond routine duties. The incumbent must possess strong analytical and critical thinking skills to accurately interpret and apply a wide range of parking policies and transportation procedures to diverse and complex customer situations. The role demands sustained attention to detail and accuracy when cross-referencing multiple sources of information to resolve customer cases.

Additionally, the position requires cognitive flexibility to manage complex scheduling variables for student operations. The incumbent will need to have mental capacity to make time-sensitive decisions and schedule modifications to ensure operational priorities are met without interruption. 

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.