Manager Customer Relations

Position Title:

Manager Customer Relations

Job Group:

Professional & Scientific

Required Minimum Qualifications:

High school diploma or equivalent and 5 years of related experience

Preferred Qualifications:

Progressive experience in customer service management.

Experience in enrollment services in a higher education setting.

Supervisory experience, including hiring, training, coaching, and performance management of professional staff.

Experience with CRM systems and data analytics tools to inform decision-making, track service metrics, and improve processes.

Demonstrated ability to lead cross-functional teams and collaborate effectively with campus partners and stakeholders to drive strategic initiatives.

Experience responding to complex inquiries across multiple channels.

Job Description:

The Office of Admissions at Iowa State University is dedicated to supporting prospective and current students through a range of services, outreach initiatives, and innovative programs. Join our team as the Manager Customer Relations and play a key role in shaping the future of the university by fostering an engaging admissions process. We are seeking a collaborative and experienced professional to lead our customer relations team and champion service excellence.

Main Duties

• Establish and uphold service excellence standards across communication channels to deliver a positive customer experience.
• Coordinate with campus partners and units to align service messaging and support enrollment goals.
• Develop customer service objectives and leverage communication trends to inform improvements.
• Lead and train staff in customer service best practices, policies, and communication protocols.
• Respond to inquiries via phone, chat, and other channels; counsel students and families on admissions processes.
• Oversee inquiry resolution and CRM case management to ensure timely, student-centered service.
• Analyze customer feedback and service data to drive continuous improvement and inform training.
• Supervise, mentor, and develop team members; manage staffing plans, performance, and engagement.
• Lead annual planning for projects, budgets, and resource needs; track metrics and service levels.
• Coordinate administrative duties, recruitment team coverage, and support student events and orientation programs.

About the Department

The Office of Admissions at Iowa State University is committed to fostering a welcoming and supportive environment for all students. We strive to deliver exceptional service, impactful outreach, and innovative programs that empower students to achieve their educational goals. By joining our team, you will become part of an organization that values leadership, integrity, hard work, collaboration, and a commitment to excellence and service. If you are looking for an opportunity to make a meaningful impact, grow your career, and help shape the future of Iowa State University, this is the place and position for you!

Example of Duties
• Maintains and builds customer relationships.
• Handles highly sensitive or escalated issues.
• Develops and implements customer relation expansion and retention strategies to drive sales, utilization, and service.
• Ensures a positive customer experience.
• Provides product and service information to customers.
• Recommends and implements programs or services to meet customer needs.
• Identifies opportunities for increased revenue.
• Trains and develops staff, including coaching on customer relations.
• Supervises customer relations staff, including recruiting, selecting, hiring, and evaluation.

Level Guidelines
• Aware of key annual objectives of department or work unit
• Understands linkage between daily activities and achievement of annual objectives of department/work unit and explains to direct reports
• Focus on ISU’s mission and meeting department or work unit goals
• Supervises a small department or work team
• Often is a working supervisor with direct, previous experience performing work of those supervised
• Has full management responsibility for direct reports, specifically the authority to hire, fire, and counsel; may share part of responsibility with higher level management
• Requests approval for financial actions beyond a limited scope per policy

Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

Appointment Type:

Regular

Number of Months Employed Per Year:

12 Month Work Period

Time Type:

Full ti