Customer Experience Center Lead

Job Summary:

Applies professional human resources knowledge, organizational policies, procedures, and established practices to provide guidance to employees, supervisors, and managers and resolve a variety of human resources issues of moderate scope and complexity. Serves as a lead resource within the Customer Experience Center (CEC), providing day-to-day operational support, guidance, and subject matter expertise to CEC team members while helping ensure consistent, accurate, and timely delivery of HR services.

Provides direct customer support through multiple service channels, including the Genesys phone line, Oracle Help Desk inquiry cases, shared email box(es), and more. The incumbent will be logged into the phone line daily and respond to a broad range of HR questions spanning HR subunits, as well as research and respond to voicemails, emails, chats, and cases. Independently researches issues, identifies appropriate resources and solutions, and escalates complex, sensitive, or urgent matters to the appropriate HR contact, team, or leadership as needed.

In the lead capacity, serves as a first point of consultation for CEC team members regarding more complex inquiries, processes, procedures, and appropriate escalation pathways. Provides guidance on case handling and customer service practices, supports onboarding and training of new and existing team members, shares knowledge and best practices, and assists with maintaining consistency in responses across service channels. May assist the Customer Experience Supervisor with coordinating daily workflow, identifying coverage or workload needs, communicating operational priorities, and supporting the team during periods of increased volume or emerging HR activity. The Lead may provide input and feedback regarding processes, service trends, training needs, and opportunities for team development.

Reporting to the Customer Experience Supervisor, the incumbent monitors inquiry trends and identifies high-volume, recurring, or emerging areas of customer need. Partners with the supervisor, CEC team members, and HR subject matter experts to develop, review, and maintain knowledge content, response templates, job aids, and other resources that promote accurate and consistent responses and increase opportunities for employee and manager self-service.

Works closely with HR subunits to maintain awareness of policies, programs, operational changes, and emerging areas of focus that may affect customer inquiries, such as Open Enrollment, labor actions, policy or system changes, and other high-volume or time-sensitive events. Helps translate this information into actionable guidance for the CEC team and supports readiness and consistent service delivery during these periods.

The position may be assigned a lead or specialized focus in a particular HR program, process, or topic area. Responsibilities associated with such assignments may include coordinating or completing transactions, processing and amending forms, reviewing information for accuracy and completeness, interfacing with vendors and HR partners, troubleshooting issues, maintaining documentation, tracking work through completion, and serving as a resource to other CEC team members.

The incumbent also supports continuous improvement of CEC operations by identifying service gaps, recurring issues, process inefficiencies, and opportunities to improve the employee and manager experience. Participates in or leads assigned operational projects and process improvements, assists with testing or implementation of new procedures and tools, and communicates changes and recommended practices to the CEC team. Serves as a resource and role model for customer service standards and helps foster collaboration, knowledge sharing, accountability, and consistent application of HR practices across the team.

Department Summary:

The Human Resources Department at University of California, San Francisco (UCSF) is a strategic enterprise function supporting a leading academic health sciences institution with a large, diverse, and highly regulated workforce. HR partners with campus, health system, and academic leadership to deliver integrated human capital services spanning HR operations and shared services, talent acquisition and management, compensation and benefits, labor and employee relations, learning and organizational development, workforce wellness, and compliance. Operating in a complex, multi-entity environment, the department focuses on modernizing service delivery through technology, shared services, and data-informed decision-making while advancing employee experience, equity, and organizational effectiveness in support of UCSF’s mission of patient care, research, education, and public service.

Required Qualifications:

• Bachelor's degree in related area and / or equivalent experience / training.
• Minimum three years relevant experience. 
• Possesses strong analytical skills to conduct analysis and develop recommendations, Working knowledge of human resources practices, policies, procedures, programs, and applicable organizational guidelines.
• Strong analytical, research, and problem-solving skills to independently resolve HR inquiries of moderate scope and complexity.
• Demonstrated ability to serve as a lead resource, provide day-to-day guidance, coordinate workflow, and support team priorities.
• Strong customer service and interpersonal skills to effectively support employees, supervisors, managers, and HR partners.
• Ability to coach, train, and onboard team members and promote consistent application of HR processes and service standards.
• Strong written and verbal communication skills with the ability to clearly explain complex HR information to diverse audiences.
• Ability to organize and prioritize competing responsibilities while maintaining accuracy and responsiveness in a high-volume service environment.
• Demonstrated judgment and discretion in handling sensitive information, identifying trends and process improvements, and appropriately escalating complex or urgent matters.

Preferred Qualifications:

• PHR, SPHR, SHRM-CP, SHRM-SCP, CHC, or comparable HR/compliance certification