Customer Experience Manager

Position Details

Position Information

Announcement Number STAFF - VA - 27104 For questions regarding this position, please contact:

Kristine Mashaw

406-994-5428

kristine.mashaw@montana.edu

Classification Title Program Mgr Working Title Customer Experience Manager Brief Position Overview

The Customer Experience Manager provides leadership and oversight for the customer-facing operations of Parking Services, ensuring the delivery of responsive, efficient, and service-oriented support to the university community. The position leads front-line service functions, supervises and develops staff, manages operational processes, and ensures the consistent application of policies, procedures, and regulatory requirements. Serving as a key resource for customers, campus partners, and departmental leadership, the role exercises independent judgment in resolving complex issues, optimizing service delivery, overseeing transactional operations, and fostering a positive customer experience.

Position Number 4M1602 Department Parking Facility Division Others under the President Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Eligible Salary $27.00 per hour, commensurate with experience, education, and qualifications Contract Type Classified Salary If other, please specify Recruitment Type Open

Position Details

General Statement

This position acts as the manager of the Customer Service Unit within the Montana State University Police Department. Performs all customer service duties; guides, trains, and mentors customer service staff through policies, procedures, and practices; participates in hiring process and provides training to new employees, student assistants, and volunteers; establishes work schedules, coordinates activities, and assigns projects. Evaluates and verifies employee performance through the review of completed work assignments and work techniques; identifies staff development and training needs and ensures that training is obtained. Responds to and provides guidance in responding to unusual situations and makes judgment decisions on how to respond to situations without established precedence; communicates changes in policies and procedures to the other staff members. Serves as a member of the MSUPD Training Committee; a resource to other agencies and departments; provides administrative support.

Duties and Responsibilities

• Manage student workers and volunteer customer service staff through scheduling, training and performance management
• Manage front of house services; interpret, enforce, and provide advice and information about university policies, procedures and regulations
• Issue parking permits and receive payments for citations.
• Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes.
• Answer inquiries and questions via telephone and lobby contacts.
• Reconcile cash receipts daily prior to bank deposit.
• Maintain accurate databases and respond to inquiries.
• Work with Director of Transportation and Parking Services to address database issues.
• Process citation appeals
• Assist with administrative duties such as mass notifications and customer correspondence, and financial report reconciliation.
• All other duties as assigned
  
  

Required Qualifications – Experience, Education, Knowledge & Skills

• Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered.
• Demonstrated experience performing data entry using a personal computer.
• Demonstrated experience reconciling cash register drawer and tapes.
• Demonstrated experience operating various office equipment such as computers, copier, calculator, and credit card terminals.
  
  

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Previous supervisory experience.
  
  

The Successful Candidate Will

• Effectively operate work related equipment.
• Demonstrated competence maintaining accurate filing and record keeping systems.
• Maintain, process, and verify information with a high degree of accuracy and close attention to detail.
• Communicate effectively with employees and the public – in person, through email, and over the phone; establish and maintain effective working relations with co-workers and the public.
• Demonstrated competence organizing and prioritizing multiple, simultaneous work assignments, meeting deadlines, and exercising adaptability to changing priorities, with a high level of attention to detail and accuracy.
• Represent University Police and its programs to others in a professional and courteous manner, with the ability establishing and maintaining good public relations.
• Must have the ability to multi-task.
  
  

Position Special Requirements/Additional Information

• Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics.
• Must pass a comprehensive police background investigation. .
  
  

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required.

This position has supervisory duties? Yes

Posting Detail Information

Number Of Vacancies 1 Desired Start Date Upon Completion Of a Successful Search. Position End Date (if Temporary) Open Date Close Date Applications Will Be

Screening of applications will begin on October 1st 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

This position is not eligible for new sponsorship.

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.

Applicant Documents

Required Documents

• Resume
• Cover Letter
  
  

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).