Senior Operations Manager, UVA One Stop

The University of Virginia seeks applications for a Senior Operations Manager. This is an exciting opportunity for a customer service leader to join the UVA One Stop -a newly developed initiative that combines the customer service functions of the Office of Undergraduate Admission (OUA), Student Financial Services (SFS), and the Office of the University Registrar (UREG).

The UVA One Stop represents a bold step toward enhancing the student and family experience by creating a seamless, integrated approach to enrollment services. By uniting these critical service areas, the UVA One Stop streamlines support for students and families across admissions, financial aid, and academic records. The Senior Operations Manager will play a vital role in advancing this mission, overseeing a cohesive team to deliver exceptional service and ensuring operational alignment with the University's enrollment goals.

Reporting to the Director of the UVA One Stop, the Senior Operations Manager will lead and coordinate frontline operations, guiding the team to provide seamless, responsive, and empathetic service while driving improvements in efficiency and collaboration.

Key Responsibilities

Strategic Planning and Leadership

• Collaborate with the UVA One Stop Director to develop and implement holistic service strategies supporting the center's transition and ongoing success.
• Oversee strategic planning and operational execution for frontline service functions across OUA, SFS, and UREG.
• Serve as a critical advisor to the Director, providing frontline team insights to enhance service delivery.

Service Management

• Lead and coordinate service delivery across all frontline functions, ensuring consistent, high-quality customer interactions across multiple channels (phone, email, in-person, virtual).
• Establish and maintain service level expectations and performance standards for all UVA One Stop functions.
• Develop and oversee training programs to equip staff with the knowledge and skills to address a broad range of enrollment-related inquiries.
• Implement feedback loops and quality control measures to drive continuous improvement in service delivery.

Team Development and Collaboration

• Support hiring, onboarding, and cross-training efforts to ensure team members are prepared to address diverse inquiries.
• Foster a collaborative culture among team members across OUA, SFS, and UREG functions, promoting shared knowledge and teamwork.
• Mentor and lead frontline staff, helping them adapt to new workflows while maintaining service excellence.

Service Improvement and Analysis

• Use data-driven insights to recommend and implement process improvements that enhance customer experiences and streamline operations.
• Monitor service metrics to ensure performance standards are met and identify opportunities for improvement.

Stakeholder Engagement and Support

• Liaise with leadership across OUA, SFS, and UREG to address concerns, share updates, and ensure seamless integration of service functions.
• Act as a key representative of the UVA One Stop, contributing expertise to initiatives.

Minimum Qualifications

• Education: Bachelor's degree required. Significant relevant experience (four years) may substitute for degree.
• Experience: At least four years of specialized customer service experience, with leadership responsibilities preferred.

Desired Qualifications

• Prior experience in a university or college setting is highly valuable, particularly in admissions, financial aid, or registrar functions.
• Demonstrated ability to lead and inspire customer service teams in a high-volume, multi-channel environment.
• Strong strategic planning and operational execution skills.
• Experience using data and analytics to inform decision-making and improve service delivery.
• Commitment to fostering diversity, equity, and inclusion in customer service operations.
• Exemplary communication, mentoring, and collaborative skills.

Join our team and play a pivotal role in shaping a care-centered approach that empowers students, families, and colleagues while advancing the University's mission.

About the Position

This is a restricted position with continuation dependent on funding and performance.

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.

This position is located in Charlottesville, VA. The anticipated start date is April/May 2025. Salary range is $65,000-$70,000, commensurate with background and experience. This is an exempt level, benefited position. Click here for more information on the benefits at UVA.

The University will perform background checks on all new hires prior to employment. This position will not sponsor applicants for work visas.

To Apply

Please apply through the UVA Job Board and search R0071298. Internal applicants must apply through their UVA Workday profile by searching 'Find Jobs', and then search 'R0071298". Complete an application online with the following documents:

• CV or Resume
• Cover letter

Upload all materials into the resume submission field, multiple documents can be submitted into this one field. Alternatively, merge all documents into one PDF for submission. Applications that do not contain all required documents will not receive full consideration.

References will be completed via UVA's standardized process SkillSurvey. A total of five references will be requested via SkillSurvey during the final phase of the interview process.

For questions about the application process, please contact Michele Jarman, Academic Recruiter.

Click here for more information about UVA and here for the Charlottesville community

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physicians 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 experience. We are equal opportunity 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, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.