The UVA Finance User Success Manager is a critical new role designed to build and manage a best-in-class Solutions Center that supports the University of Virginia community. This is an important moment in UVA Finance’s evolution. The University is replacing a 20-year-old Oracle Financials system with Workday Financials on July 1, 2022. In parallel to the implementation, UVA Finance has deployed Salesforce Service Desk to create an improved stakeholder support experience. These two efforts will intersect in early 2022 with the creation of a primary point of entry for most inquiries, the UVA Finance Solutions Center.
The Finance User Success Manager will serve as the project manager during the conceptualization and implementation of the Solutions Center, and then will become the team manager. The UVA Finance User Success Manager is responsible for ensuring delivery of responsive service and the efficiency and effectiveness of the team. The incumbent will report to the Director of Engagement and manage a team of User Success Specialists and Associates.
University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.
Responsibilities and Duties
· During implementation:
o Assess, plan, prototype: job/task audits, service catalog, SLA, staffing
o Building and testing: document request flows, create Knowledge articles, call scripts, train staff, coordinate advisory groups
· During operation:
o Monitor inquiry volume and customer satisfaction metrics to manage team workload
o Partner with business process owners to refine the User Success Team service delivery models
o Develop and maintain Solutions Center service catalog
o Develop and maintain Knowledge articles
o Provide ongoing feedback and performance management for the User Success Team
o Support the User Success Team through rewards, recognition, career development, and laddering
Knowledge, Skills and Abilities
· Commitment to best-in-class customer service experience for diverse employee and applicant population
· Ability to articulate and navigate complex policies and procedures
· Impeccable verbal and written communication skills
· Sound judgment and discretion with sensitive information
· Positive, team-oriented approach to service delivery
· Understanding of University population’s needs
· Commitment to continual process improvement
· Advanced critical thinking, logic, and problem-solving skills
· Knowledge of performance management best practices
· Ability to prioritize diverse tasks to meet customer needs
Required and Preferred Qualifications
Required Experience: 3 years of relevant experience.
Required Education: Bachelor’s degree or additional 5 years of relevant experience may substitute for bachelor’s degree.
Preferred Qualifications: At least one year of management experience in a user support or customer service context.
Required/Preferred Certifications: Professional Customer Service certification preferred.
Preferred Computer Applications: Workday, Salesforce CRM, Call Center Management and Reporting, Knowledge Base applications
This position will remain open until filled. This is an Exempt level, benefited position. This position will not sponsor applicants for work visas. Anticipated Hiring Range: $90k – $110k per year commensurate with education and experience. The University will perform background checks on all new hires prior to employment. For questions about the position or the application process, please contact Daniel Strong at [email protected]
This position may begin remote, but may also require on-site presence in the future.
COVID Vaccination Requirement
Due to the scope of President Biden’s Executive Order 14042 issued in early September, all University of Virginia employees must be fully vaccinated by December 8, 2021, unless they have a University-approved religious or medical exemption. For more information and a comprehensive list of FAQs, please visit the Academic COVID Requirement webpage: https://hr.virginia.edu/covid-19/academic-covid-vaccine-requirement
To learn more about this transformation, please visit https://financetransformation.virginia.edu/.
How to Apply:
Applications that do not contain all of the required documents will not receive full consideration, please note that multiple documents can be uploaded in the box.
Process for External Applicants: Please apply through Workday, and search for ‘R0030384‘. Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and address).
Process for Internal UVA Applicants: Please apply through your Workday Home page, search “Find Jobs,” and search for ‘R0030384.’ Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and address).
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.
COVID Vaccination Requirement
The University of Virginia expects all current and new employees (UVA Health System and Academic), to be vaccinated against COVID-19.
If hired to work within the University Health System, you will be required to provide proof of vaccination or be willing to receive the vaccination. Employees may request a medical or religious exemption from vaccination.
If hired to work on the Academic side of the University, excluding the School of Medicine, School of Nursing, UPG, and the Health Systems Library, you will be required to provide proof of vaccination or be willing to submit to mandatory, weekly prevalence testing. Employees that are working 100% remotely will not be subject to weekly prevalence testing; however, if the employee works on UVA Grounds (including the Medical Center) even intermittently, then they are required to be tested for COVID-19 once per week on an indefinite basis and follow masking mandates.
NOTE: Some medical and safety-sensitive positions require vaccination and are not eligible for an exemption. For more information on how the vaccination and testing requirements will apply to you at your work location, see the UVA New Hire Vaccination Requirements webpage.
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person’s perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.