Scheduled Hours

40

Position Summary

Manager of User Support provides strategic leadership for the delivery, optimization, and continuous improvement of support services for University Advancement Systems. This role is responsible for shaping a high-performing support function that aligns technology solutions with advancement and fundraising objectives, ensuring a seamless and effective user experience across the organization. Ultimately, this position serves as a strategic bridge between users, technology, advancement operations and WashU CRM campus partners â” ensuring support services not only resolve issues but also contribute to the institutionâ™s broader engagement and fundraising success.

Job Description

Manage and Coordinate Service Delivery of User Support

• In partnership with technology and business stakeholders, this role drives issue management and resolution practices that go beyond reactive supportâ”implementing root cause analysis, process improvements, and preventative solutions to improve system reliability and user satisfaction.

• Evaluate and implement support technologies, tools, and workflows that increase efficiency, enable self-service, and enhance the overall support ecosystem.

• Establish support strategies, defining service standards and KPIs, and leveraging data and user insights to proactively identify trends, reduce friction, and enhance system adoption.

• Establish, monitor, and analyze metrics used to measure effectiveness.

• Oversee user support at each level to ensure consistency and standards are met throughout the organization.

• Initiate, coordinate, and enforce systems, policies, and procedures.

• Ensure timely and effective resolution of technical issues and support requests received from end users.

• Inspire the team through a positive and enthusiastic attitude, commitment to success, and personal and professional accountability.

• Promote and maintain a customer service focus with User Support team to perform at or above the service level agreements.

• Ensure that processes are fully documented.

• Monitor and analyze service performance metrics, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs). â‹

Leadership

• Establish, implement, and evaluate internal support technologies, tools and workflows to meet operating goals and objectives effectively.

• Develop, implement, and evaluate policies and procedures to effectively carry out departmental user support operations.

• Promote staff collaboration, innovation, and critical thinking in developing solutions and approaches to user support challenges and issues.

• Act as a liaison between the director and the team you manage and communicate and demonstrate the organizations customer service mission.

Process Improvement and Customer Service

• Review and monitor the effectiveness of the team. 

• Lead and implement continuous improvement plans for team members. Continuously improve service delivery processes and introduce automation where applicable.

• Foster a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.

Perform other duties as assigned.

Working Conditions:

Job Location / Working Conditions

• Normal office environment.

Physical Effort

• Typically sitting at desk or table.

• Repetitive wrist, hand or finger movement.

• Ability to move to on and off-campus locations.

Equipment

• Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelorâ™s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

Preferred Qualifications:

• Advanced technical knowledge of application systems and analysis, as well as industry best practices.
• Understanding of best practices in Salesforce.
• Higher education experience, with strong preference given to candidates with experience in advancement/fundraising. 

This position is located in St. Louis, MO and the targeted hiring range for this position is $65,900 - $78,000.

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Adaptability, Analytical Thinking, Business Technology Strategy, Collaboration, Communication, Complex Systems, Confidentiality, Cross-Functional Teamwork, Customer Service, Deliverables Management, Detail-Oriented, Fundraising, Highly Resourceful, Interact with All Levels of Management, Interpersonal Interactions, Learning Quickly, Microsoft Office, Multitasking, Positive Thinking, Process Improvements, Project Management, Results Delivery, Salesforce (Software), Salesforce System, Technical Support

Grade

G13

Salary Range

$65,900.00 - $112,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? Weâ™ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the Universityâ™s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

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