Client Operations Specialist (Coordinator II)
The University of St. Thomas invites qualified candidates to apply for a Client Operations Specialist – Coordinator II position within Executive Education – Opus College of Business.
Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good. A successful candidate will possess a commitment to the ideals of this mission statement.
JOIN OUR COMMUNITY
The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:
Up to 100% tuition remission for employees, spouses, and dependents upon eligibility
A generous Employer retirement contribution of 9.4% of annual salary upon eligibility
Medical, dental, and vision options
Employer-paid disability, life, and AD&D benefits
The Client Operations Specialist is the center of customer experience interactions and operational processes in Executive Education. The position puts daily intention toward maintaining a client-centric environment and mindset. The position works directly with the entire Executive Education team as an owner of day-to-day processes that drive effective program delivery, office systems, and customer experience. The Client Operations Specialist is a communication hub for the Executive Education team and supports logistics for our 30+ non-degree programs in collaboration with the program management team. On the detail side of the role, the Client Operations Specialist’s work involves general data reporting/tracking, document creation, and using online systems for ordering, uploading materials, and taking registrations for programs. The Client Operations Specialist is a critical resource for program participants, visitors, clients, the public, and staff within and beyond the Executive Education area. The Client Operations Specialist applies a lens of customer service to their work performing administrative tasks, program coordination support, office management, and customer communication.
The preferred start time for the person in this position will be between 7:00 – 7:30 a.m., Monday through Friday.
1. Customer Experience Deliverables
Coordinate the behind-the-scenes details that support effective program delivery and translates to delightful experiences for our participants and clients
Anticipate and respond quickly to day-of program needs to ensure we maintain a high-quality experience for our participants and clients
Use judgement and initiative to troubleshoot and resolve issues that occur in program execution and day-to-day department operations
Bring positivity and proactive customer service to anyone who enters the Executive Education space as the frontline representative at the Welcome Desk
Provide daily back-up support to the Registrar on customer touchpoints (phones/general email inbox), as well as full back-up on registration/invoicing at times when extended coverage is required
2. Program Coordination
Manage LMS (Canvas) participant enrollment processes and technical support
Create organizational systems and carry out assigned logistics for programs and various events, such as P&L report creation, program checklist tasks, etc.
Act as resource for planning and on-the-fly support to the custom team for program coordination needs in times of high-volume or when program demands require additional support
Understand and align with branding standards of St. Thomas to support document creation for program needs
3. Customer Relationship Management
Support relationships with our participants or customers by being an active user in Salesforce
Collaborate with team to support recruiting efforts and management of reports, lead lists, data loads, client communication, etc.
Manage aspects of post-program social media group, specifically member access and engagement
4. Catering Lead
Create and implement processes for managing department catering orders
Act as liaison to communicate catering needs and preferences between internal staff and the catering staff
Manage the Executive Education Break Station and joint orders to best serve our clients and programs
5. Systems Integration
Serve as lead gatekeeper of Executive Education physical space with an ability to manage complex room reservations spreadsheets/calendars in collaboration with program managers, Facilities, and Room Scheduling
Assure clean and organized learning environments and common spaces throughout the day by taking timely action on areas in disarray, whether directly or through delegation to interns
Act as central resource for RFS requests to Facilities Management and liaison proactively following up on RFS and reporting timeframes and feasibility to the requestor
Manage supplies ordering, bidding, inventory, office equipment, and well-stocked spaces
Act as key resource for department hiring, including but not limited to: coordinating some interview logistics for search teams; handling logistics for onboarding new staff and faculty; maintaining department distribution lists; training staff on central systems
Manage, update, and communicate various reports to the department, such as the Daily Tally and Dashboard Reports
Create and distribute surveys through Qualtrics for departmental use
Take responsibility for the Program Calendar and Vacation/Sick Calendar by ensuring data is accurate and appropriate staff are notified when an error is identified
Manage digital signage and central technology systems within our space