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.

Responsibilities

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

Yes

 

Provides multi-channel HR customer support and case resolution. Applies professional HR knowledge, organizational policies, procedures, systems, and resources to independently respond to and resolve employee, supervisor, and manager inquiries of moderate scope and complexity. Provides daily coverage through the phone line, Oracle Help Desk cases, shared email box(es), and other assigned channels. Researches inquiries across HR functional areas, documents interactions and resolutions, follows matters through completion, and appropriately escalates complex, sensitive, or urgent issues.

30

Yes

Serves as a lead resource for CEC team members and supports daily operations. Acts as a first point of consultation for team members regarding complex inquiries, procedures, resources, and escalation pathways. Provides day-to-day guidance, shares best practices, and helps promote consistent application of HR policies and CEC service standards. Assists the Customer Experience Supervisor with coordinating workflow, identifying coverage and workload needs, communicating priorities, and supporting operations during high-volume periods.

10

Yes

Provides training, coaching, and knowledge support. Supports onboarding and ongoing training of CEC team members; provides guidance regarding case handling, research techniques, systems, customer service practices, and HR resources. Identifies knowledge or training gaps based on employee inquiries and team needs and works with the supervisor and HR subject matter experts to strengthen team knowledge and consistency.

10

Yes

 

Identifies trends and develops knowledge and self-service resources. Reviews customer inquiries, cases, and service trends to identify recurring questions, emerging issues, and opportunities for improved self-service. Develops, reviews, and maintains knowledge articles, response templates, job aids, standard work, and other resources in partnership with HR subject matter experts. Helps communicate policy, program, process, and system changes to the CEC team.

10

Yes

Supports specialized HR processes, programs, and operational initiatives. May serve as the CEC lead or point of contact for an assigned HR program, process, or topic. Performs associated activities such as processing or amending forms, reviewing documentation, coordinating with vendors and HR partners, troubleshooting issues, tracking work through completion, and supporting high-volume or time-sensitive activities such as Open Enrollment, labor actions, or implementation of HR changes.

5

Yes

 

Supports continuous improvement and special projects. Identifies service gaps, recurring issues, and process inefficiencies and recommends improvements to CEC operations. Participates in or leads assigned projects, process improvements, testing, documentation, and implementation activities designed to improve service delivery, operational efficiency, and the employee and manager experience.

5

Yes

Other duties as assigned.

100%

 

(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

Qualifications

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

About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html