Operations Manager, Service Center

Applications are welcome from all qualified candidates. In line with UAE regulations, Emirati candidates are encouraged to apply.

New York University Abu Dhabi (NYUAD) seeks to appoint an Operations Manager, reporting to the Assistant Director, Service Center.

The NYU Abu Dhabi Service Center serves as a centralized frontline support function, providing operational coordination, administrative support, and service navigation across a broad range of university services for students, faculty, staff, campus residents, and the wider university community. Through service channels including StudentLink, CommunityLink, Resolve, and the university switchboard, the Service Center supports responsive, consistent, and service-centered experiences across the institution.

The Operations Manager, Service Center is responsible for overseeing the day-to-day frontline operations, service delivery, and operational performance of the Service Center, ensuring a consistent, high-quality support experience across all service channels. The role provides operational leadership for frontline staff, service coordination activities, escalation management, university switchboard operations, Student Health Insurance operational administration and processing, and broader shared service functions managed through the Service Center.

Working closely with the Associate Director, Service Center, the Operations Manager supports the ongoing development, standardization, and continuous improvement of frontline operations through effective staff training, knowledge management, reporting and analytics, service coordination, and process optimization.
The role is responsible for monitoring service performance, supporting SLA compliance, identifying operational trends and risks, and coordinating closely with Tier 2 departments to strengthen responsiveness, accountability, and service consistency across Service Center operations.

Job Responsibilities:

Frontline Operations and Service Delivery

• Manage the day-to-day frontline operations of the Service Center, ensuring the consistent delivery of high-quality, customer-centered support services across all service channels, including StudentLink, CommunityLink, Resolve, and the university switchboard
• Oversee frontline workflows, desk coverage, queue management, and resource allocation to maintain operational efficiency, service continuity, and effective escalation handling
• Support and oversee frontline operational services, including Student Health Insurance administration and processing, escalation coordination, switchboard operations, and shared service support functions managed through the Service Center
• Collaborate with Tier 2 departments to ensure effective service coordination, timely query resolution, and a seamless service experience across frontline support operations
• Identify operational gaps and recommend process improvements to strengthen service delivery, operational effectiveness, and customer experience outcomes

Reporting, data analysis, and service performance monitoring

• Collect, monitor, and analyze service-related data to identify operational trends, service gaps, risks, and opportunities for continuous improvement
• Develop operational reports, dashboards, and performance insights to support decision-making, resource planning, and service optimization
• Monitor service performance against established KPIs and SLAs, escalating operational risks and service concerns where appropriate
• Support the Associate Director, Service Center with reporting, operational analysis, service reviews, and performance monitoring activities across Service Center operations

Training, knowledge management, and staff development

• Lead the coordination and delivery of frontline training and onboarding initiatives to strengthen operational knowledge, customer service delivery, and problem-solving capability across Service Center operations
• Maintain and enhance operational documentation, service procedures, knowledge resources, and training materials to support service consistency, compliance, and staff readiness
• Promote a culture of accountability, collaboration, continuous improvement, and service excellence within the frontline team

Stakeholder Coordination and Service Integration

• Build and maintain collaborative working relationships with Tier 2 departments and institutional stakeholders to strengthen service coordination, operational responsiveness, and escalation management
• Support cross-functional initiatives aimed at improving the service experience and enhancing integrated service delivery across Service Center operations
• Coordinate with service partners to support operational alignment, escalation management, and consistent communication between frontline and Tier 2 teams
• Contribute to the ongoing development, standardization, and continuous improvement of Service Center operational processes, procedures, and service frameworks

Escalation Management, Service Standards, and Operational Compliance

• Oversee the operational management and triaging of Resolve escalations, ensuring timely handling, appropriate routing, and adherence to established service protocols and operational procedures
• Support the implementation and monitoring of service standards, operational procedures, and SLA expectations across Service Center operations
• Ensure compliance with operational processes, documentation standards, escalation handling procedures, and institutional requirements relating to frontline service delivery
• Provide frontline operational guidance and support to ensure consistent service quality, effective issue resolution, and timely responses across frontline support functions.

Required Education

• Bachelor's Degree in a related field
• Relevant advanced certification or professional qualification diploma

Required Experience

• 3+ years of experience in service operations, customer service management, or process improvement
• Strong analytical skills, with experience in data collection, reporting and service performance measurement
• Excellent problem-solving, communication and leadership abilities
• Ability work collaboratively across multiple departments and manage competing priorities

Preferred Experience

• 2+ years of office and/or administrative experience in an academic institution
• Familiarity with ticketing systems (Servicelink, ServiceNow, Hiver)
• Data analytics
• Fluency with MS Office and/or Google Suite. Fluent with spreadsheet creation and analysis
• Excellent verbal and written skills
• Team player and works well under pressure and deadlines
• Must be well versed in quality data collection to ensure adequacy, accuracy and legitimacy of data in NYU systems and be able to strictly follow data privacy and security procedures for data handling and analysis to ensure adherence to legal and institutional standards

About NYUAD

NYU Abu Dhabi is a degree-granting research university with a fully integrated liberal arts and science undergraduate program in the Arts, Sciences, Social Sciences, Humanities, and Engineering. NYU Abu Dhabi, NYU New York, and NYU Shanghai, form the backbone of NYU’s global network university, an interconnected network of portal campuses and academic centers across six continents that enable seamless international mobility of students and faculty in their pursuit of academic and scholarly activity. This global university represents a transformative shift in higher education, one in which the intellectual and creative endeavors of academia are shaped and examined through an international and multicultural perspective. As a major intellectual hub at the crossroads of the Arab world, NYUAD serves as a center for scholarly thought, advanced research, knowledge creation, and sharing, through its academic, research, and creative activities.