Manager, Customer Services

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Administration, Level C

Job Title

Manager, Customer Services

Department

Customer Services & Informatics | Facilities

Compensation Range

$8,087.08 - $12,117.08 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

September 1, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

**Please note that this position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

UBC Facilities includes 9 departments with approximately 800-850 team members who are responsible for the planning, building, renewing, operating and maintaining the buildings, utilities infrastructure and public realm on the UBC Vancouver campus.

The Manager, Customer Services is a key member of UBC Customer Services and Informatics and is responsible for driving strategic initiatives to ensure seamless, consistent and customer-focused service delivery across UBC Facilities. The role provides strategic and performance oversight for customer-facing operational functions, including the Facilities Service Centre and Clerical Pool, ensuring alignment with service standards, systems, and Facilities priorities

The Manager leads continuous improvement initiatives, develops and writes policies and procedures, fosters staff engagement to improve the culture by creating forums for staff to network and collaborate, and enhance organizational and operational resilience through disaster planning for Facilities. They are responsible for the development and maintenance of the Facilities roadmap, and leading associated initiatives. The role also focuses on customer engagement and satisfaction and is responsible for the annual Facilities Customer Experience Survey, including customer experience measurement, analysis, and reporting.

Organizational Status

Reports to the Director, Customer Services & Informatics. Works closely with Heads, Managers, Senior Managers, Directors and Facilities partners (VPFO Communications & Engagement, IT, Business Intelligence & SRS)

Directly supervises the Facilities Clerical Pool, the Team Lead, Customer Services, and the Construction Document Administrator.

Work Performed

Service Oversight and Performance Accountability

• Provides overall accountability for the Facilities Service Centre and Clerical Pool, ensuring services are delivered in alignment with Facilities priorities, service standards, and customer experience expectations.
• Establishes service strategies, performance metrics, service standards, and continuous improvement priorities for customer-facing operational teams.
• Oversees operational performance through direct reports, monitoring trends, risks, and outcomes, and addressing systemic issues through policy, process, or resourcing adjustments.
• Ensures effective integration of customer service operations with Facilities systems, including EMMS, Workday-related processes, and enterprise service tools.
• Leads the implementation of operational changes, including process updates and technology enhancements, to support effective and efficient Customer Service operations. Ensures Service Centre and clerical teams are prepared to adopt, embed, and sustain these changes.

People Leadership

• Directly supervises the Facilities Clerical Pool, the Team Lead, Customer Services, and the Construction Document Administrator providing leadership, coaching, performance management, and development support.
• Sets clear expectations and accountabilities for service delivery, training compliance, and operational excellence.
• Manages the performance conversation process with employees and provides career planning advice to team; creates development plans to help team members achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning. Leads performance development and evaluation in partnership with HR and, where applicable, the Director.
• Fosters a respectful, inclusive, and collaborative service culture aligned with UBC and Facilities values.

Strategic / Business Planning

• Supports organizational effectiveness by aligning customer and staff engagement strategies with departmental priorities, acting as a bridge between leadership, staff, and stakeholders to ensure plans are informed, inclusive, and responsive to evolving needs. Guides the development of initiatives that enhance service quality, operational cohesion, and strategic alignment across the department
• Responsible for the planning and execution of Facilities Roadmap initiatives and prepares high-level documentation such as project charters, risk assessments, and communications plans
• Manages Facilities Roadmap initiative activities, ensuring completion of action items and deliverables, and keeping initiatives and projects on track towards achieving the intended outcomes
• Acts as an advisor, facilitating leadership retreats and reporting on strategic progress. Fosters positive and productive relationships with key individuals and stakeholders to enhance alignment and integration of activities
• Establishes and maintains robust channels and participation activities to keep all stakeholders informed and invested in strategic priorities
• Manages complex and strategically significant information in a dynamic environment, requiring judgment, discretion, and the ability to navigate varying levels of confidentiality and organizational awareness
• Understands change management implications of projects and initiatives, collaborating with Operations/ Project Manager – Change Management to integrate change management into plans
• Responsible for preparing, planning and forecasting a 2.8M budget

Document Systems

• Provides strategic oversight and governance for Facilities SharePoint and related collaboration platforms, establishing standards for structure, access, document control, and information lifecycle management to ensure compliance with institutional policies and operational effectiveness.
• Leads operational strategies and engages stakeholders to streamline document repositories for Facilities, enhancing access and reducing redundancy, includes mapping current state, future state, establishing naming conventions, versioning requirements, providing archival recommendations
• Monitors and benchmarks construction project document management processes, driving continuous improvement in collaboration with Project Services and Capital Project Accounting

Customer Engagement

• Supports the design and execution of customer engagement and feedback mechanisms to gather actionable insights to improve service delivery and benchmark how Facilities is performing as a significant service provider on the Vancouver campus. Activities include timely online service performance surveys, annual online or in-person Facilities Customer experience surveys, in-person focus groups, forums and roundtables
• Analyzes survey results and trends to identify service gaps, recommends and implements continuous improvement strategies to enhance customer satisfaction that align with Facilities strategic and business goals
• Leads the development and execution of internal and external communication strategies, tools and business processes to ensure transparency around continuous improvement initiatives, including status updates, scope changes and milestone achievements, fostering trust and credibility with key stakeholders and partners
• Responsible for maintaining strong partnerships with VPFO Business Intelligence and VPFO Communications and Engagement to ensure alignment in how data is collected and presented

Emergency Management

• Develops, implements, and updates emergency preparedness and continuity plans for UBC Facilities to ensure the safety of approximately 800 staff members
• Leads key stakeholder engagement from across Facilities to develop, write and implement policies and procedures that enable efficient disaster response and recovery for UBC in collaboration with UBC Safety and Risk Services (SRS)
• Advises Facilities leadership team on updates required on emergency management procedures and improvements to strengthen institutional readiness and response based on lessons learned and new information from SRS emergency management
• Plans and oversees regular emergency drills and exercises to test emergency response plans and procedures for approximately 800 + UBC Facilities staff, and supports SRS Emergency Management in university level drills and exercises, including execution
• Evaluates the effectiveness of training and drills for UBC Facilities, and makes necessary improvements to ensure organizational readiness for emergencies

Staff Engagement

• Develops and promotes networking and collaboration opportunities to enhance ‘one team’ culture at UBC Facilities and works closely with internal and external parties to build stronger connections (e.g., through communication, resource sharing, creating forums for people to come together, etc.)
• Delivers presentations at Facilities staff meetings, including Quarterly M&P meetings, department meetings, crew talks with up to 200+ people
• Develops, implements and manages the UBC Facilities Wellness Plan to promote physical, mental and emotional well-being of Facilities employees to foster a wellness-focused workplace culture, in collaboration with the UBC HR Workplace Wellbeing. Leads implementation planning sessions, documenting discussion and agreements.
• Develops communication and engagement efforts for UBC Facilities Wellness plan; leads design, delivery and management of key communications.
• Establishes and analyzes metrics for the Facilities Wellness Plan to ensure efficacy and intended outcomes.
• Responsible for the daily operations of USB Centre for Occupational Health, Safety and Wellbeing including lease and contract management, budget management, resource allocation, programming, maintenance, cleanliness and safety of the facility working closely with service providers and SRS

General

• Leads or participates as a member of university committees, task forces, and other related initiatives as required
• Remains current with developments and standard methodologies in the fields of customer service, project management, business analysis and change management, and takes part in relevant internal and external networks, professional associations, and training
• Ensures all activities follow the Freedom of Information and Protection of Privacy Act (FIPPA).
• Other duties as assigned, including coverage for leaders in the Customer Services & Informatics team
• May require work outside of normal office hours

Consequence of Error/Judgement

This position requires a high degree of judgment, tact, discretion and initiative in dealing with customers, Facilities staff and partners. Errors in judgment could have a negative impact on the reputation, finances, and/or credibility of UBC Facilities and UBC. Errors in strategic planning, document management, or customer engagement could cause significant delays, inefficiencies, or disruptions in UBC Facilities’ operations. Errors in emergency management could compromise the safety of Facilities staff and the broader campus community, with potentially catastrophic consequences. Mismanagement of customer feedback, staff engagement, or emergency preparedness could harm UBC Facilities’ reputation both internally and externally. Poor judgment or inadequate engagement strategies could lead to low staff morale, higher turnover, and strained stakeholder relationships. The incumbent will be expected to respond well to unexpected circumstances and exercise independent judgment and flexibility

Supervision Received

Reports to the Director, Customer Services & Informatics, UBC Facilities. Supervision and direction provided through goal/objective setting and development conversations. Works autonomously and within broad objectives under the direction of the Director, Customer Services and Informatics

Supervision Given

Supervises the Facilities Clerical Pool, Team Lead, Support Services, and the Construction Document Administrator. Supervises consultants and may advise and lead the activities of other team members, including the assignment of duties and responsibilities and the setting of priorities

Minimum Qualifications

• Undergraduate degree in a relevant discipline.
• Minimum five years of related experience, or the equivalent combination of education and experience
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Experience in strategic planning, project management, assessment, and evidence-based decision-making with individuals at senior levels and in complex environments
• Preferred certifications: Lean Six Sigma Green Belt, PMP, Prosci
• Experience in handling complex and escalated customer issues with tact and professionalism
• Proficiency in business analysis tools and software (Microsoft Excel and Visio)
• Ability to develop and implement strategic business plans
• Ability to think strategically and analytically
• Ability to establish relationships and work effectively with a variety of stakeholders, and to identify and follow best practices and institutional standards
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively
• Experience working in a university environment is an asset