Customer Care Manager

The Customer Care Manager is a professional service role which requires strong organizational and customer service skills. The Customer Care Manager will serve as a key operational leader within the Customer Care unit, responsible for supervising student workers and providing customer service to students and their families throughout the enrollment process. The position will ensure the delivery of efficient, accurate, and student-centered support services across multiple service channels, including phone, email, and virtual platforms. 

Reporting directly to the Associate Director of Customer Care, the Customer Care Manager will oversee daily service operations, manage student employee performance and development, coordinate workflow across teams, and ensure service standards are consistently met. This position plays a critical role in maintaining high-quality service delivery and improving the overall customer experience for the university community.

• Collaborate with campus partners such as Admissions, Registrar, Financial Aid, and Accounting Services to streamline service delivery and information accuracy. 
• Maintain operational reports related to service volume, response times, and customer satisfaction. 
• Assist with budget oversight related to student staffing allocations. 
• Ensure compliance with university policies related to student employment and customer service operations. 
• Oversee daily operations of the Customer Care service areas to ensure efficient and consistent customer support.
 • Coordinate staffing schedules for student worker teams to maintain appropriate coverage during peak service periods. 
• Monitor service requests and manage workload distribution to ensure timely response and resolution. 
• Recruit, hire, train, and supervise student employees across three service teams. 
• Provide ongoing coaching, mentoring, and performance feedback to student staff. 
• Ensure a high standard of customer service that reflects the university’s commitment to student success and support.

Minimum Qualifications: 

•    Bachelor's degree and four years' experience.
•    Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.

Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
• Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
• (a) Two years of direct experience for an associate degree;
• (b) Four years of direct experience for a bachelor’s degree;
• (c) Six years of direct experience for a master’s degree;
• (d) Seven years of direct experience for a professional degree; or
• (e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
• Minimum Qualifications that require a high school diploma are exempt from SB 1310.
 

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg and USF Health. In 2025, U.S. News & World Report recognized USF with its highest overall ranking in university history, as a top 50 public university for the seventh consecutive year and as one of the top 15 best values among all public universities in the nation. U.S. News also ranks the USF Health Morsani College of Medicine in the highest tier, placing it as one of the top 16 medical schools in the nation and inside the top 10 among public universities. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $750 million in research funding in 2025 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of nearly $10 billion for the state of Florida. USF’s Division I athletics teams compete in the American Conference. Learn more at www.usf.edu.