Financial & Managed Print Operations Manager

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Summary:

VCU Telecommunications Services is seeking an experienced Financial & Managed Print Operations Manager to join our team. This position provides operational leadership for billing, customer service, and managed print services, working closely with stakeholders across the university and health system partners to ensure efficient operations, exceptional customer support, and reliable service delivery.

Unit:Technology Services

Department: Telecommunications Services

Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.

The Financial & Managed Print Operations Manager oversees the daily billing and customer service operations for telecommunications and managed print services, ensuring accurate billing, responsive customer support and reliable service delivery. Reporting to the Senior Manager, Business Operations and Managed Print Services, this position manages billing operational processes that support customer facing services for VCU and VCU Health and provides operational oversight of purchasing and inventory management activities.

The role ensures accurate and timely billing and delivery of high-quality customer service to VCU and VCU Health units. The position supervises the managed print operations daily workflow and trouble-reporting services. The Financial & Managed Print Operations Manager ensures operational efficiency, consistency in service delivery and effective resolution of customer inquiries and issues. While overall business strategy, rate setting, long-term financial planning and departmental budgeting are led by the Senior Manager, Business Operations & Managed Print Services, this position plays a key role in executing those strategies through effective billing operations, customer service leadership and continuous improvement of operational processes.

The work location is virtual, but requires the employee to live in the Eastern Time Zone. This position may call for flexible hours based on business needs and to support occasional on-site meetings, customer engagements and/or attend professional development opportunities.

• Associate or Bachelor’s degree in accounting, finance, business, or a related field; or an equivalent combination of education, training and relevant experience.

• Working knowledge of billing systems, financial and operational processes, and proficiency with ticketing systems, billing platforms, spreadsheets, databases, email, and document creation and editing applications (i.e., Microsoft Excel and Word).

• Strong analytical and problem-solving skills, including the ability to identify billing discrepancies and operational inefficiencies.

• Demonstrated ability to organize, prioritize and manage multiple tasks in a fast paced, ticket driven environment while meeting deadlines with accuracy and adapting to changing priorities.

• Experience supervising, training and supporting staff while managing daily workflows

• Demonstrated experience managing or supporting customer inquiries, service requests, and billing processes including billing issue resolution in a customer-focused environment

• Ability to work independently and effectively in a remote environment while remaining highly responsive and accountable during scheduled work hours, and to exercise sound judgment, and proactively identify and recommend process improvements.

• Strong written and verbal communication skills, with the ability to explain billing, service and procedural information to diverse customer groups…