Service Design Lead

Service Design Lead


US-NY-New York



Job ID: 2024-13337

Type: School of Professional Studies (CP1108)

# of Openings: 1

Category: Technology
New York University



Overview

The Learning and Teaching Nexus at the NYU School of Professional Studies seeks an individual to serve as the Service Design Lead (SDL). The SDL has primary ownership of the Nexus patron support model and is responsible for building positive patron relations at SPS. This position engages in work to enhance the NYU SPS Learning Ecosystem across the following areas: Learner-Centric Course Architecture; Goal-Driven Technology Adoption; Incubation of Faculty Labs and Initiatives; Learning Data and Research; and Design Sessions and Solutions Events for Internal and External Clients. 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 Nexus team leaders 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.

Responsibilities

Required Education:
Bachelor's Degree in education, information technology, or related field or Preferred Education:
Master's Degree Masterâ™s degree in education, information technology, or related field or Required Experience:
5+ years experience providing direct educational and/or technical support to faculty, students, and staff. Experience leading and building a customer experience/success team. Experience contributing to learning and development activities, and educational resource design/creation in an organization. or Preferred Experience:
Teaching in higher education. Implementation of SaaS solutions to enhance service models. Vendor management. or Required Skills, Knowledge and Abilities:
Service design. Education technology landscape. Customer relationship management and knowledge base software. Ability to learn and teach multiple technologies to support learning and teaching. Training program implementation. Preferred Skills, Knowledge and Abilities:
Process automation. Course development. Curriculum design. Agile methodologies/project management. Online Program Management.



Qualifications

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $80,000.00 to USD $100,000.00. 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. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

Since 1934, the NYU School of Professional Studies (NYU SPS) has been a deeply respected institution of higher education that is grounded in applied learning. From its early years, training returning World War II veterans to fulfill the nationâ™s urgent need for skilled technical workers, it has evolved into a professional education powerhouse that offers 20 graduate degrees, 14 bachelorâ™s degrees for undergraduate students, four associateâ™s degrees, and a plethora of continuing education courses and credentials.

NYU SPS is a thought leader, and serves as an incubator for new ideas in industries that are constantly changing. We prepare students for in-demand jobs in fields including real estate, hospitality and tourism; global affairs; global sports management; publishing; marketing and public relations; project management; executive coaching and organizational consulting, human capital management; information technology, management and systems; translation; publishing and professional writing. NYU SPS is focused on building skills that open doors to opportunities in emerging fields and global markets. NYU SPS faculty members are leading experts in their areas of discipline, with a hands-on approach that encourages students to push beyond their limits and to break new ground.

NYU SPS is committed to inclusion, diversity, belonging, equity, and access throughout the School.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen. EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity



Salary: 80000.00

PI239957754

About New York University

New York University (NYU) is one of the top private universities in the United States, and NYU Tandon School of Engineering traces its roots back to 1854, building on an illustrious past as Brooklyn Poly and the NYU Polytechnic School of Engineering. Our mission is to excel in research, teaching, and entrepreneurship and inspire and educate engineers for the 21st century — backed by an historic commitment of $1 billion to recruit new faculty, fuel groundbreaking basic and applied research in key areas, and expand the Downtown Brooklyn campus. NYU Tandon faculty are world renowned leaders in science and technology, with a strong commitment to research, innovation, and entrepreneurship that make a difference in the world. We lead and have ties to multidisciplinary centers in wireless technology, cybersecurity, urban informatics, data sciences, artificial intelligence, renewable energy, and health, among others. Our faculty and students are part of the high-tech start-up culture in New York City and in downtown Brooklyn, and we support three “future lab” business incubators that connect our students and faculty to today’s innovation economy. We are deeply committed to teaching and le ... arning, and with NYU's unrivaled global network of campuses, we promote a truly global engineering education. NYU Tandon is committed to substantially increase the proportion of our faculty from historically underrepresented groups in STEM and we encourage candidates from such groups to apply. We aspire to create a climate where diversity and inclusion are not only appreciated but considered an asset for creativity and innovation, and we seek faculty who have a real passion for a culturally diverse environment. We take pride in our high numbers of female students and students who are the first in their family to go to college. NYU belongs to the Higher Education Recruitment Consortium (HERC), which assists with dual-career searches, and our faculty are supported by a range of work-life balance programs provided by the NYU Office of Work Life

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