Position Details
Position Information
| Recruitment/Posting Title |
Assistant Manager of Quality Assurance and Customer Service |
| Job Category |
URA-AFT Administrative |
| Department |
Transportation Services UW |
| Overview |
The Division of Institutional Planning & Operations (IP&O) employs aworkforce of approximately 2,700 staff, represented by 15 collectivenegotiations agreements, and is responsible for institutional strategicinitiatives and operations, which encompasses an expansive range ofcomprehensive service and business operations across the State of NewJersey. These include planning and construction, facilities, public safety andemergency operations, environmental health and safety, transportation,housing, and auxiliary/retail operations. |
| Posting Summary |
Rutgers, The State University of New Jersey is seeking an Assistant Manager of Quality Assurance and Customer Service.
Reporting to the Manager of Quality Assurance & Customer Service, the Assistant Manager of Quality Assurance & Customer Service supports the management and oversight of customer service, quality assurance, ServiceNow operations, and issue resolution efforts for Parking Operations across all Rutgers University campuses.
Among the key duties of this position are the following:
- Assists in developing, implementing, and maintaining customer service standards, operational workflows, and quality assurance processes to ensure efficient and consistent service delivery to students, faculty, staff, residents, visitors, and affiliated entities.
- Assists in supervising, mentoring, and developing customer service and support staff while monitoring operational metrics and service performance.
- Coordinates the resolution of escalated parking-related inquiries and collaborates with operational, finance, enforcement, and IT teams to improve processes and enhance customer experience.
- Assists in the administration and oversight of ServiceNow workflows, reporting, and customer relationship management activities to support efficient operations and continuous improvement initiatives.
|
| FLSA |
Exempt |
| Grade |
05 |
| Salary Details |
|
| Minimum Salary |
68278.480 |
| Mid Range Salary |
84393.980 |
| Maximum Salary |
100509.480 |
| 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 |
| Working Hours |
|
| Standard Hours |
37.50 |
| Daily Work Shift |
Day |
| Work Arrangement |
This position requires a fully on-site work arrangement. |
| Union Description |
URA-AFT Administrative |
| Payroll Designation |
PeopleSoft |
| Seniority Unit |
|
| Terms of Appointment |
Staff - 12 month |
| Position Pension Eligibility |
ABP |
Qualifications
| Minimum Education and Experience |
- Bachelor's degree plus 2 years' experience in a university, municipal or related operational setting.
|
| Certifications/Licenses |
|
| 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.
- Proficient in the Microsoft Office suite of products.
|
| Preferred Qualifications |
- A college degree with experience managing in a customer service help desk environment is preferred.
|
| Equipment Utilized |
|
| Physical Demands and Work Environment |
|
| Special Conditions |
|
Posting Details
| Posting Number |
26ST1665 |
| Posting Open Date |
08/26/2026 |
| Special Instructions to Applicants |
Applicant Documents: With the submission of your application, pleaseensure that an updated resume is uploaded. Your resume must include themonth and year for each position in your employment history, as well asindicate whether each role was full-time, part-time, or per-diem. |
| Regional Campus |
Rutgers University-New Brunswick |
| Home Location Campus |
Rutgers University - New Brunswick |
| City |
New Brunswick |
| State |
NJ |
| Location Details |
|
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings. Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination. Equal Employment Opportunity Statement
It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement |
Rutgers University
life insurance, employee discount
Aug 26, 2026