Assistant Director of Service Center

Job Description - Assistant Director of Service Center (2602154)

Assistant Director of Service Center

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”).

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.

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…