Customer Service Manager 1

UCLA’s Continuing Education of the Bar (CEB) is a not-for-profit program providing California-focused legal information and practice-oriented tools. The Customer Service Manager 1 leads customer service operations, oversees order provisioning and fulfillment, and manages service standards, performance metrics, and customer issue resolution. The role also develops the Customer Excellence Team and collaborates with Finance, Sales, Customer Success, and Technical Support to improve the end-to-end customer experience.

Responsibilities:

• This role ensures the delivery of exceptional customer service by overseeing all customer interactions related to order management, product support, billing inquiries, and account assistance
• The Customer Operations Manager establishes and maintains operational processes, service standards, and performance metrics that drive customer satisfaction, operational efficiency, and continuous improvement
• The role is responsible for leading, developing, and mentoring the Customer Excellence Team while fostering a customer‑centric culture focused on quality, responsiveness, and first‑contact resolution
• In addition to customer support operations, the Customer Operations Manager oversees the accurate and timely provisioning of new sales orders, contract renewals, and service modifications in support of the Customer Success and Sales organizations
• The role collaborates cross‑functionally with Finance, Sales, Customer Success, Technical Support, and other internal departments to ensure seamless order fulfillment, billing accuracy, process optimization, and an exceptional end‑to‑end customer experience

Requirements:

• Bachelor's degree or ten years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service
• Ten or more years of experience in Workforce Management (WFM) and call forecasting
• Demonstrated experience managing customer service operations, including order management, billing support, and customer issue resolution
• Demonstrated strong experience implementing customer service standards, policies, and performance metrics
• Strong working knowledge of the Talkdesk telecommunications system
• Experience using the Intercom customer communication platform
• Extensive knowledge and experience working with Salesforce
• Strong knowledge and experience with NetSuite order processing
• Knowledge and experience using the Staxbill financial billing system
• Excellent leadership and team‑building skills; ability to motivate, coach, and develop staff
• Experience collaborating with Sales, Finance, Customer Success, and Technical Support teams and commitment to delivering outstanding customer service and fostering a customer‑centric culture
• Bachelor's Degree in related area and / or equivalent experience / training
• Experience with business process optimization or digital workflow systems
• strong analytical skills with the ability to interpret service trends and operational data
• ability to manage multiple priorities in a fast‑changing environment