Customer Services Manager

About the role

The University of British Columbia is seeking a Manager, Customer Services to lead strategic initiatives and ensure seamless, customer‑focused service delivery across UBC Facilities. This senior position oversees the Facilities Service Centre and Clerical Pool, aligning operations with service standards and institutional priorities.

Key responsibilities

• Provide overall accountability for the Facilities Service Centre and Clerical Pool, ensuring alignment with Facilities priorities and customer experience expectations.
• Develop and implement service strategies, policies, and procedures to drive continuous improvement.
• Lead staff engagement initiatives, creating forums for collaboration and fostering a positive culture.
• Plan and maintain the Facilities roadmap, coordinating related projects and initiatives.
• Design and execute the annual Facilities Customer Experience Survey, including measurement, analysis, and reporting.
• Oversee disaster planning and organizational resilience for Facilities operations.
• Supervise the Facilities Clerical Pool, Team Lead, Customer Services, and Construction Document Administrator.

Required profile

• Proven experience managing customer‑facing operational functions within a large organization.
• Strong leadership and people‑management skills, with a track record of fostering staff engagement.
• Strategic planning ability and experience developing policies, procedures, and service roadmaps.
• Experience conducting customer experience surveys, analyzing data, and reporting findings.
• Knowledge of facilities operations, disaster planning, and service standards.

Required skills