Senior Operations Manager, UVA One Stop

Senior Operations Manager, UVA One Stop

The University of Virginia seeks applications for a Senior Operations Manager. This is an exciting opportunity for a customer service leader to join the UVA One Stop - a newly developed initiative that combines the customer service functions of the Office of Undergraduate Admission (OUA), Student Financial Services (SFS), and the Office of the University Registrar (UREG). The UVA One Stop represents a bold step toward enhancing the student and family experience by creating a seamless, integrated approach to enrollment services. By uniting these critical service areas, the UVA One Stop streamlines support for students and families across admissions, financial aid, and academic records. The Senior Operations Manager will play a vital role in advancing this mission, overseeing a cohesive team to deliver exceptional service and ensuring operational alignment with the University's enrollment goals. Reporting to the Director of the UVA One Stop, the Senior Operations Manager will lead and coordinate frontline operations, guiding the team to provide seamless, responsive, and empathetic service while driving improvements in efficiency and collaboration.

Key Responsibilities

• Collaborate with the UVA One Stop Director to develop and implement holistic service strategies supporting the center's transition and ongoing success.
• Oversee strategic planning and operational execution for frontline service functions across OUA, SFS, and UREG.
• Serve as a critical advisor to the Director, providing frontline team insights to enhance service delivery.
• Lead and coordinate service delivery across all frontline functions, ensuring consistent, high-quality customer interactions across multiple channels (phone, email, in-person, virtual).
• Establish and maintain service level expectations and performance standards for all UVA One Stop functions.
• Develop and oversee training programs to equip staff with the knowledge and skills to address a broad range of enrollment-related inquiries.
• Implement feedback loops and quality control measures to drive continuous improvement in service delivery.
• Support hiring, onboarding, and cross-training efforts to ensure team members are prepared to address diverse inquiries.
• Foster a collaborative culture among team members across OUA, SFS, and UREG functions, promoting shared knowledge and teamwork.
• Mentor and lead frontline staff, helping them adapt to new workflows while maintaining service excellence.
• Use data-driven insights to recommend and implement process improvements that enhance customer experiences and streamline operations.
• Monitor service metrics to ensure performance standards are met and identify opportunities for improvement.
• Liaise with leadership across OUA, SFS, and UREG to address concerns, share updates, and ensure seamless integration of service functions.
• Act as a key representative of the UVA One Stop, contributing expertise to initiatives.

Minimum Qualifications

Desired Qualifications

Join our team and play a pivotal role in shaping a care-centered approach that empowers students, families, and colleagues while advancing the University's mission.