Assistant Manager of Quality Assurance and Customer Service

Position Details

Position Information

Recruitment/Posting Title

Assistant Manager of Quality Assurance and Customer Service

Job Category

URA-AFT Administrative

Department

Transportation Services UW

Overview

The Division of Institutional Planning & Operations (IP&O) employs aworkforce of approximately 2,700 staff, represented by 15 collectivenegotiations agreements, and is responsible for institutional strategicinitiatives and operations, which encompasses an expansive range ofcomprehensive service and business operations across the State of NewJersey. These include planning and construction, facilities, public safety andemergency operations, environmental health and safety, transportation,housing, and auxiliary/retail operations.

Posting Summary

Rutgers, The State University of New Jersey is seeking an Assistant Manager of Quality Assurance and Customer Service.

Reporting to the Manager of Quality Assurance & Customer Service, the Assistant Manager of Quality Assurance & Customer Service supports the management and oversight of customer service, quality assurance, ServiceNow operations, and issue resolution efforts for Parking Operations across all Rutgers University campuses.

Among the key duties of this position are the following:

• Assists in developing, implementing, and maintaining customer service standards, operational workflows, and quality assurance processes to ensure efficient and consistent service delivery to students, faculty, staff, residents, visitors, and affiliated entities.
• Assists in supervising, mentoring, and developing customer service and support staff while monitoring operational metrics and service performance.
• Coordinates the resolution of escalated parking-related inquiries and collaborates with operational, finance, enforcement, and IT teams to improve processes and enhance customer experience.
• Assists in the administration and oversight of ServiceNow workflows, reporting, and customer relationship management activities to support efficient operations and continuous improvement initiatives.

FLSA

Exempt

Grade

05

Salary Details

Minimum Salary

68278.480

Mid Range Salary

84393.980

Maximum Salary

100509.480

Offer Information

The final salary offer may be determined by several factors, including, but not limited to, the candidate’s qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university’s broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Benefits

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

Position Status

Full Time

Working Hours

Standard Hours

37.50

Daily Work Shift

Day

Work Arrangement

This position requires a fully on-site work arrangement.

Union Description

URA-AFT Administrative

Payroll Designation

PeopleSoft

Seniority Unit

Terms of Appointment

Staff - 12 month

Position Pension Eligibility

ABP

Qualifications

Minimum Education and Experience

• Bachelor’s degree plus 2 years’ experience in a university, municipal or related operational setting.

Certifications/Licenses

Required Knowledge, Skills, and Abilities

• Strong working knowledge of university services and activities
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent.
• Multitasking and organizational skills.
• Proven communications skills.
• Proficient in the Microsoft Office suite of products.

Preferred Qualifications

• A college degree with experience managing in a customer service help desk environment is preferred.

Equipment Utilized

Physical Demands and Work Environment

Special Conditions

Posting Details

Posting Number

26ST1665

Posting Open Date

08/26/2026

Special Instructions to Applicants

Applicant Documents: With the submission of your application, pleaseensure that an updated resume is uploaded. Your resume must include themonth and year for each position in your employment history, as well asindicate whether each role was full-time, part-time, or per-diem.

Regional Campus

Rutgers University-New Brunswick

Home Location Campus

Rutgers University - New Brunswick

City

New Brunswick

State

NJ

Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.

Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

Supplemental Questions

Required fields are indicated with an asterisk (*).

• Do you have a bachelor's degree plus 2 years of experience in a university, municipal or related operational setting?

• Yes

• No

• Are you a current member of URA-AFT?

• Yes

• No

Applicant Documents

Required Documents

• Resume/CV

Optional Documents

• Cover Letter/Letter of Application