Customer Retention Supervisor jobs in Santa Cruz, CA

***This position is open until filled.

NOTIFICATIONS

Although the Initial Review Date for this recruitment has passed, applications are still being accepted.

The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California's COVID-19 vaccine program.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website.

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD. Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 09-25-2023

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

About AA/PIRC: The Asian American/Pacific Islander Resource Center (AA/PIRC) co-creates engagement with students who identify as part of the Asian American, Pacific Islander, & Southwest Asian & North African (AA/PI/SWANA) diaspora at UC Santa Cruz; exploring the complexities of their holistic experiences, and individual and collective identities. AA/PIRC's engagement includes leadership and holistic development, along with educational opportunities with, for, and in support of AA/PI/SWANA communities. AA/PIRC envisions AA/PI/SWANA communities to be affirmed and empowered in their identities. AA/PIRC imagines individual and collective healing, wholeness, and liberation from oppression, both within and expansive of their existences in relation with UC Santa Cruz.

About the Resource Centers: UCSC Resource Centers offers counter-spaces for students who are queer, trans, non-binary, womxn, and people of color, and engages the broader campus about issues and challenges facing our communities. The Resource Centers impact institutional policies and campus climate, and RCs offer programs and services to foster student's personal and professional growth, through community-based leadership development. The Resource Centers' vision is for students to feel fully affirmed in their diverse and intersecting identities, empowered in their academic success, and graduate with a sense of belonging. Resource Centers include the following units: African American Resource and Cultural Center (AARCC), American Indian Resource Center (AIRC), Asian American/Pacific Islander Resource Center (AA/PIRC), El Centro: Chicanx Latinx Resource Center (CLRC), Lionel Cantu Gay, Lesbian, Bisexual, Transgender, Intersex Resource Center (Cantu Queer Resource Center), and the Womxn's Center.

About the Division: The UC Santa Cruz Division of Student Affairs and Success (DSAS), led by the Vice Chancellor for Student Affairs and Success, consists of nearly 250 team members spanning 3 major units and 21 departments. The division provides campus-wide coordination and leadership for student success programs, activities, and initiatives. DSAS also does work through a range of resource centers dedicated to providing direct student support. The division's work is grounded in educational equity, institutional responsibility, and an unfettered commitment to supporting the whole student. DSAS aspires to ensure every student feels welcome, supported, and a sense of belonging during their time on campus. The division's efforts are informed by robust and dynamic relationships with campus leadership, faculty, students, and staff from across the campus, reflecting the broad campus commitment to ensuring student success. Beyond UC Santa Cruz, the team is involved in numerous professional organizations and highly engaged in the local community.

About Student Success and Equity (SSE): The Student Success and Equity (SSE) portfolio of departments is a branch of DSAS focused on academic support services, advising/counseling, student life/co-curricular programming, student identity development and retention/student success initiatives. Student Success and Equity provides services to the campus community with over 17,000 undergraduate and graduate students and has over 64 career employees and 475 student staff employees operating in 8 facilities/locations. The Student Success and Equity area includes a wide array of multi-disciplinary academic and non-academic units including: Disability Resource Center (DRC), Educational Opportunity Programs (EOP), Learning Support Services, Services for Transfer and Re-entry Students (STARS), Renaissance Scholars Program (including Foster Youth), Veteran Resource Center, African American Resource and Cultural Center (AARCC), American Indian Resource Center (AIRC), Asian American/Pacific Islander Resource Center (AA/PIRC), Chicano/Latino Resource Center (El Centro), Women's Center (WC), the Lionel Cantu Queer Center (LGBTQ ), Undocumented Student Services (USS), the UCSC Hispanic Serving Institution Initiatives (HSI), African Black and Caribbean Student Success, Career Success, and campus committees/programs, and the Administrative and Business team for the unit.

More information can be found at: https://aapirc.ucsc.edu/

JOB SUMMARY

Under the general supervision of the Director of the Asian American/Pacific Islander Resource Center, the Resource Centers Specialist provides direct services to students and coordinates co-curricular programs on identity to support student development, success and graduation. This position has a focus area on Southwest Asian and North African student retention and education at UCSC, with an emphasis on Muslim student experience. In collaboration with the Resource Center team, the incumbent is a catalyst in building transformative student experiences through engagement with the Resource Center cluster comprised of the American Indian Resource Center, African American Resource and Cultural Center, the Asian American/Pacific Islander Resource Center, El Centro: Chicanx Latinx Resource Center, The Lionel Cantu GLBTI Resource Center (Cantu Queer Resource Center), and the Women's Center. The incumbent will work across all resource centers and on points of intersection including multiple identities. Major functional areas of responsibility include: student case management, leadership development, co-curricular/engagement programs, public relations and project management/evaluation. The incumbent is readily accessible to students, staff, faculty and community members to plan and implement effective student programs. In addition, the Resource Centers Specialist will supervise and train student interns and engage in professional development to implement best practices and research based methodologies.

APPOINTMENT INFORMATION

Budgeted Salary: $56,700 - $66,900 / Annually. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: Non-Represented

Job Code Classification: 004564 (STDT LIFE DEV SPEC 3)

Travel: Never or Rarely

JOB DUTIES

35% - Program Development

• Plans events and projects aimed to support and retain Southwest Asian and North African (SWANA) student community at UC Santa Cruz.
• Works collaboratively with Resource Centers Directors on program development, implementation and evaluation of co-curricular programming along with faculty in departments and programs, utilizing the following rubrics: social structure and formation, knowledge production, theories and praxes of justice, cross-cultural and racial formative issues regarding power and difference.
• Prepares and presents educational workshops and trainings for students, staff, and faculty, on topics related to SWANA student experience.
• Prepares and manages program/project budgets, completes fiscal transactions and forms, prepares Purchase Orders, and other operational tasks as needed, in accordance to university policies.
• Develops and institutes program evaluation models and data collection in a timely manner for unit operational reporting purposes, and for campus and external funding sources.

25% - Student Leadership Development

• Supervises, mentors, and evaluates performance for Resource Center student interns and volunteers, related to their program or projects, particularly those focused on SWANA student programs and services.
• Develops, institutes, and maintains leadership development for student staff including but not limited to the Resource Centers' collaborative Student Leadership Institute that develops student leadership training and skills.
• Develops co-curricular academic internship program with academic departments & programs such as American Studies, Feminist Studies, Latin American/Latino Studies, CRES (Critical Race & Ethnic Studies) and FemCRES (Feminist Critical Race & Ethnic Studies) to ensure student learning outcomes are met in independent studies coursework between departments, programs and the Resource Centers.

20% - Student Case Management

• Provides academic counseling and student crisis support; provides resource information and referrals to campus support programs.
• Provides drop-in advising and guides students to develop academic and co-curricular pathways.
• Monitors student academic performance and provides interventions, as appropriate.

20% - Outreach and Advocacy

• Participates in and leads campus committees, workgroups, and task forces related to campus climate.
• Acts as liaison to student groups and campus departments, to advance SWANA student retention at UCSC.
• Represents the Resource Centers at various campus functions such as student organization meetings, resource fairs, and other orientation and outreach programs.
• Develops marketing strategies for Resource Centers using a variety of methods including social networking, email campaigns, website development, and publicizing large events to the campus and communities.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Knowledge and understanding of SWANA student experience in higher education, including specific issues challenging SWANA students, such as Islamophobia, and inconsistencies in demographic data, as well as knowledge of broader diversity in higher education and the practical application of these issues through co-curricular programs and activities.
• Excellent cultural competency skills to engage with individuals from diverse socioeconomic and cultural backgrounds.
• Demonstrated experience working with communities who have been traditionally underserved by higher education and experience in the pedagogy reflecting intersections of race, culture, class, ethnic, and queer communities, including SWANA communities.
• Demonstrated experience in program planning, implementation, development in higher education, including programs geared to serve SWANA students.
• Ability to produce detailed reports and documents; ability to analyze data, present findings, and suggest resolutions.
• Demonstrated experience in the following areas: recruitment, retention, or academic advising at the university level.
• Strong initiative, resourcefulness and problem-solving abilities.
• Strong attention to detail.
• Strong organizational skills.
• Excellent interpersonal communications skills (e.g. the ability to exercise tact, diplomacy, sensitivity in interacting with students, staff, & faculty and handling sensitive issues).
• Ability to learn policies and procedures from both verbal and written sources; ability to apply and explain office policies and procedures with consistency.

PREFERRED QUALIFICATIONS

• Master's degree in education, counseling, gender/queer/ethnic studies or related field.
• Demonstrated experience in managing student cases in higher education and the ability to manage multiple caseloads.
• Demonstrated skills in web marketing, design, and social media interactions.
  

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work primarily on campus, with periods of remote work possible based on operational needs, and be able to fulfill requirements of the UCSC telecommuting agreement.
• Ability to work occasional evenings and weekends as directed.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.