The Service Design Lead (SDL) has primary ownership of the Nexus patron support model and is responsible for building positive patron relations at the New York University School of Professional Studies (SPS). As the lead service designer and problem solver, the SDL supervises a team of Service Associates to ensure each member of the team provides exceptional customer service. The SDL anticipates emerging service needs and designs/implements processes and protocols to deliver comprehensive, scalable solutions and achieve high-level response times. As a change agent committed to raising service standards, the SDL proactively looks for opportunities to improve the patron experience through the evaluation of team productivity and the analysis of data.
The SDL also works closely with the Director of Operations and Learning (DOL), the Director of Research and Development, and the Head of Learning Experience to continuously enhance Nexus support resources and service procedures, and develop creative solutions for the community. Additionally, the SDL is an excellent communicator who applies best practices in service design to mentor and train Service Associates and improve team performance.
In compliance with NYC’s Pay Transparency Act, the annual base salary range for this position is $65,000.00 – $115,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.