Assistant Director of Service Center

Required Qualifications (as evidenced by an attached resume):
Bachelor’s degree (foreign equivalent or higher). Four (4) years of full-time professional experience related to customer service operations. Management experience. Proficient in Microsoft Office Suite, to include building excel spreadsheets. Must have, keep and maintain the appropriate valid NYS Driver’s License; have a motor vehicle record which is free from major violations or a pattern of repeat violations. (***Out-of-State Applicants, see "Special Notes”).

Preferred Qualifications:
Demonstrated experience developing and implementing customer service policies, procedures, and operational standards. Experience using and troubleshooting technology systems, databases, and business software applications. Experience managing customer service operations in a hospital, healthcare, higher education, or similarly complex environment. Program development and operational improvement experience. Experience using technology to improve operational efficiency, customer communication, and service delivery. Experience analyzing operational data, KPIs, and customer feedback to drive service improvements.

Brief Description of Duties:
The Assistant Director of Service Center manages the daily operation of the Service Center within the Parking Services unit of Mobility and Parking Services (MAPS), which serves over 40,000 people who study, work, live, visit and receive health care services across Stony Brook’s campuses. This position is responsible for establishing and maintaining a customer-focused culture that emphasizes responsiveness, professionalism, empathy, and service excellence in support of patients, visitors, students, faculty, staff, and community members

The Assistant Director serves as a key operational leader and decision maker for the Service Center function, with significant financial, administrative, personnel, and policy responsibilities. This role is responsible for developing, implementing, interpreting, and enforcing Service Center policies, procedures, and service standards to ensure consistent, efficient, and high-quality customer experiences across all customer interactions.

A vital component of this position is a strong commitment to customer service excellence, teamwork, staff development, operational efficiency, and continuous process improvement. The successful candidate will demonstrate strong leadership abilities, sound judgment, and an aptitude for leveraging technology to improve customer engagement, communication, and operational effectiveness.

• Customer Service and Engagement:
  • Provide leadership and oversight for all Service Center operations including permit services, citation financial services and appeals, account receivables, customer communications, and public relations. 
  • Serve as the primary decision maker for Service Center customer operations and establish operational procedures, customer service policies, escalation protocols, and service delivery standards.
  • Develop, implement, interpret, and enforce policies and procedures related to customer service operations and Service Center functions.
  • Ensure exceptional customer service experiences for patients, visitors, faculty, staff, students, vendors, and community members in a fast-paced hospital and campus environment.
  • Act as the primary point of contact for resolving complex or escalating customer concerns, service issues, and operational matters.
  • Oversee Service Center communications including phone, email, digital communications, and in-person interactions to ensure responsiveness, professionalism, and accuracy.
  • Collaborate with hospital, campus, and departmental partners to support parking access and customer service needs for patients, visitors, special events, orientations, conferences, donors, retirees, emeriti, and other groups.
  • Work collaboratively with Marketing to develop customer engagement programs initiatives, service campaigns, and communication strategies.
  • Develop and execute strategies to enhance customer satisfaction, improve public perception and increase awareness of Parking Services programs and resources.
  • Develop feedback mechanisms for customers and staff, analyze trends and results, and implement operational improvements based on findings.
  • Oversee quality assurance and customer experience initiatives, including customer service assessments and service recovery efforts.
  • Collaborate with other campus departments to coordinate parking access for summer conference groups, emeriti, retirees, donors, etc.
  • Coordinate Parking Services representation at campus and hospital events, including orientations, fairs, outreach events and community engagement activities.
• Staff Management:
  • Manage Service Center staff including recruiting, onboarding, training, supervising, scheduling, mentoring and evaluating employees. 
  • Foster a customer service-focused team culture centered on professionalism, accountability, empathy, and effective problem resolution.
  • Develop and implement staff training programs focused on customer service excellence, hospital and campus visitor support, conflict resolution, communication skills, and operational procedures.
  • Coordinate employee orientations, staff meetings, and ongoing professional development opportunities.
  • Develop, revise, implement, and communicate employee handbooks, policies, procedures, and customer service standards.
  • Empower staff to provide quality, accurate, timely, and compassionate customer service with a focus on delivering consistent information and prompt solutions.
  • Ensure that the Service Center team is informed of all operational, access, facility, and policy changes and equipped with the tools and technology necessary to successfully assist customers.
  • Establish performance expectations and evaluate staff performance using operational goals, customer service metrics, and quality standards.
  • Promote collaboration, teamwork, and continuous improvement within the Service Center.
• Business Operations:
  • Coordinate third party and payroll billing process including:  reporting, reconciliation, credit card transactions, Electronic Funds Transfer (EFT), and payroll deduction discrepancies; reconcile and accounts receivable activities.
  • Oversee daily reconciliation of sales, financial transactions, and cash handling operations.
  • Assist in establishing and reporting on monthly, quarterly, and annual operational goals, customer service metrics, and KPIs.
  • Manage service center & business operations budget including inventory, office supplies and operational resources.
  • Assist in monitoring Parking Services monthly financial reports and daily deposits.  and work collaboratively with MAPS Business Operations to reconcile discrepancies.
  • Coordinate and oversee parking management systems including query development, program modifications, or pricing changes, reporting and special requests.
  •  Proactively identify opportunities to improve operational efficiency and customer service delivery through the effective use of technology, automation, and reporting tools.
  • Ensure accurate records are maintained. Create and distribute operational and performance reports as needed.
  • Oversee Service Center compliance with policies and procedures, including record retention schedules and operational standards.
  • Develop departmental objectives and monitor progress toward established goals. 
  • Analyze operational performance, identify service gaps or process inefficiencies, and implement corrective actions and process improvements.
  • Coordinate and manage projects and provide operational and administrative project support. 
• Other duties or projects as assigned as appropriate to rank and departmental mission.

Special Notes:
This is a full-time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

In addition to the employee's base salary, this position is eligible for $4,000 UUP annual location pay, paid biweekly.

Essential Position: This has been designated as an essential position based on the duties of the job and the functions performed. Positions that are designated as such may be required to report to work/remain at work even if classes are canceled, and the campus is working on limited operations in an emergency.

***Out-of-State Applicants: Please note as a condition of employment and in order for this position to be tendered, the successful incumbent will be required to provide evidence of a valid license and driving abstract from the state issuing the license within five business days of a conditional offer and must obtain a NYS driver's license within 30 days of start date.

For this position, we are unable to sponsor candidates for work visas.

Resume/CV and cover letter should be included with the online application.

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA.

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