Customer Experience Manager

Position Details

Position Information

Announcement Number STAFF - VA - 27104 For questions regarding this position, please contact:

Kristine Mashaw

Classification Title Program Mgr Working Title Customer Experience Manager Brief Position Overview

The Customer Experience Manager provides leadership and oversight for the customer-facing operations of Parking Services, ensuring the delivery of responsive, efficient, and service-oriented support to the university community. The position leads front-line service functions, supervises and develops staff, manages operational processes, and ensures the consistent application of policies, procedures, and regulatory requirements. Serving as a key resource for customers, campus partners, and departmental leadership, the role exercises independent judgment in resolving complex issues, optimizing service delivery, overseeing transactional operations, and fostering a positive customer experience.

This position acts as the manager of the Customer Service Unit within the Montana State University Police Department. Performs all customer service duties; guides, trains, and mentors customer service staff through policies, procedures, and practices; participates in hiring process and provides training to new employees, student assistants, and volunteers; establishes work schedules, coordinates activities, and assigns projects. Evaluates and verifies employee performance through the review of completed work assignments and work techniques;

identifies staff development and training needs and ensures that training is obtained. Responds to and provides guidance in responding to unusual situations and makes judgment decisions on how to respond to situations without established precedence; communicates changes in policies and procedures to the other staff members. Serves as a member of the MSUPD Training Committee; a resource to other agencies and departments;

provides administrative support.

• Manage student workers and volunteer customer service staff through scheduling, training and performance management
• Manage front of house services; interpret, enforce, and provide advice and information about university policies, procedures and regulations
• Issue parking permits and receive payments for citations.
• Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes.
• Answer inquiries and questions via telephone and lobby contacts.
• Reconcile cash receipts daily prior to bank deposit.
• Maintain accurate databases and respond to inquiries.
• Work with Director of Transportation and Parking Services to address database issues.
• Process citation appeals
• Assist with administrative duties such as mass notifications and customer correspondence, and financial report reconciliation.
• All other duties as assigned

• Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered.
• Demonstrated experience performing data entry…