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#92548 Director, Student and Client Services

Filing Deadline: Tue 3/27/2018

UCSD Layoff from Career Appointment: Apply by 03/16/18 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.


UC San Diego Extension is fully self-supporting, operating year-round (12 months of active instruction) with a budget of $45 million annually in primarily fee income. The unit has over 200 career employees, including academic, management, staff and executive, as well as represented and non-represented positions. Many casual or contract employees and student workers also serve in the organization. In addition, Extension employs about 1,000 active by-agreement instructors.

Extension operates in 200,000 square feet of managed space, including a large off-campus classroom facility. The unit maintains a robust online learning platform, operating 24/7 (including some Spanish language elements) with web-casting and video-conferencing capability. Extension also has a strong web presence with e-commerce operating 24/7. There are over 60,000 enrollment transactions annually; 35,000 outreach certification transactions and 25,000 service transactions. Extension supports a robust network of representatives, agents, and students (both residential and online) around the globe. Along with all of this, Extension operates two television stations, a variety of public lecture programs and is active in federal, state, local, and private research and technical assistance programs and activities

Serves as Director of Student and Client Services at University Extension overseeing customer service, student retention, and business development. Creates, implements, and strives to continuously improve the student experience through a consolidated customer service, marketing, outreach, and training strategy on behalf of the division. Incumbent defines customer service solutions at the individual and workgroup level, while providing leadership and direction to the helpdesk, creating an environment that fosters high performance, accountability, and a consistent student (customer) experience. Incumbent works closely with leadership to identify, develop, and deploy strategies, including process improvements, communications, training, technology enhancements (CRM), and all other touch points that affect the student experience. Performs the full range of supervisory responsibilities including hiring, training, evaluation, staff development, and discipline.

  • Please submit a cover letter for a complete application.

  • This position is at Extension's campus location (UNEX).


  • Demonstrated solid senior customer service management experience.

  • Demonstrated experience identifying the resources (people, process, and technology capabilities) and long-term student services strategies required to deliver high-level customer experiences.

  • Proven experience in employee supervision. Interpersonal skills to effectively motivate others. Proven experience effectively measuring individual and team performance, to organize, prioritize and delegate work and to evaluate and resolve related issues.

  • Proficiency and extensive experience in proactive customer service in continuing education or post-secondary education processes/best practices and a proven record of enhancing revenue through client retention.

  • Strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas of improvement and use data analytics to gauge success.

  • Demonstrated experience creating, analyzing, and reporting on customer satisfaction surveys.


  • Job offer is contingent upon a satisfactory clearance based on background check results.

Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) form will be required.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

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Salary Range
Commensurate with Experience
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Work Schedule:
Days, 8 hrs/day, Mon-Fri