One Stop Operations Support Specialist

The UVA One Stop Operations Support Specialist is a new role created to strengthen the technological infrastructure, omni-channel service delivery, and operational support for UVA's centralized student service center. This position supports the successful implementation and ongoing enhancement of the One Stop, with a particular focus on optimizing services for Pell-eligible students.

Leveraging Salesforce as the Customer Relationship Management platform, the Operations Support Specialist will administer systems, analyze service channels, produce data-driven reporting, provide real-time support, and ensure that staff have the tools needed to deliver high-quality, efficient, and personalized service., * Serve as liaison between external technical support teams and the One Stop, and conduct limited administrative duties associated with all software systems (e.g., new user setup, tier-one troubleshooting).

• Collaborate with internal IT and Finance teams to ensure alignment and continuity of service-level agreements.
• Support the integration and optimization of tools such as chatbots, knowledge bases, appointment systems, and other omni-channel platforms.
• Serve as the primary point of contact for One Stop technology-related needs and issues.

Channel Performance & Service Reporting

• Monitor and analyze the performance of communication channels (e.g., phone, chat, email, in-person, and self-service), making recommendations to One Stop leadership on real-time resource allocation.
• Generate regular and ad hoc reports on service levels, student engagement, channel usage, and outcomes.
• Use data insights to recommend and implement service improvements and technology enhancements.

Enhancement of Student Experience

• Recommend, develop, and support technology solutions that enable seamless transitions between channels (e.g., chat to phone, phone to in-person).
• Provide support for initiatives that increase the personalization and responsiveness of service delivery.
• Support extended service offerings, such as off-hours communication via chatbot, that meet the diverse needs of Pell-eligible students.

Collaboration & Strategy

• Partner with One Stop leadership, frontline staff, and IT to understand evolving student needs and respond with agile technology solutions.
• Participate in planning sessions to design long-term technology and service strategies that promote equity and access.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
• At least 2+ years of experience supporting enterprise technology systems in a customer-facing environment.
• Experience with Salesforce (Service Cloud preferred) or similar case management systems, contact center, or interaction management platforms.
• Demonstrated ability to analyze data and produce actionable reporting.
• Strong communication and interpersonal skills; ability to work effectively with cross-functional teams., * Experience working in a higher education setting, particularly in student services or enrollment management.
• Familiarity with omni-channel service strategies and tools (e.g., chat, email, SMS, self-service portals).
• Salesforce Administrator certification or equivalent experience.

The UVA One Stop provides quality service in support of prospective and current students, families, University colleagues, and external stakeholders in a warm, welcoming, and professional environment. The UVA One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admission, the University Registrar, and Student Financial Services.