Manager, Customer Service and Quality Assurance

Job Category

Staff & Executive – Administrative & Support – Management

Overview

The Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations.

Posting Summary

Rutgers, The State University of New Jersey, is seeking a Manager of Customer Service and Quality Assurance for the Department of Transportation Services. The Manager of Customer Service & Quality Assurance is responsible for fostering the parking services relationships and providing optimal customer service to the entire Rutgers community.

Among the key duties of this position are the following:

• Oversees all quality assurance efforts streaming from parking operations for the entire user community within Rutgers University (people who study, work, live, visit) across the University campuses.
• Oversees all aspects of customer service outreach, coordination of all issue resolution efforts, and help desk operations for parking services and interacts within an official capacity with university community members to ensure the highest level of performance and service is provided.
• Responsible for monitoring customer service issues from expected quality assurance levels.
• Works closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success at Rutgers University Parking.
• Has direct supervisory responsibility over full-time staff.

FLSA: Exempt

Grade: 06

Minimum Salary

82166.000

Mid Range Salary

104002.000

Maximum Salary

125837.000

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

Standard Hours: 37.50

Union Description: Admin Assembly (MPSC)

Payroll Designation: PeopleSoft

Terms of Appointment: Staff – 12 month

Position Pension Eligibility: ABP

Minimum Education and Experience

• Bachelor’s degree in business administration, or related field; or an equivalent combination of education and/or experience that demonstrates successful supervisory and managerial experience in a highly complex operations support environment.
• A minimum of five (5) years of relevant professional experience in a university, municipal, or related operational setting.

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.

Preferred Qualifications

• Related experience managing customer service helpdesk environment is preferred.

Posting Open Date: 03/18/2026

Regional Campus: Rutgers University-New Brunswick

Home Location Campus: Rutgers University – New Brunswick

City

New Brunswick

State

NJ