Associate Director Support Service CTR

Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.

For two consecutive years, Rutgers is ranked on Forbes' list of America's Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication's 2023 list. Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities.

University Human Resources ( UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.

Rutgers, The State University of New Jersey is seeking a Associate Director Support Service CTR for the University Human Resources ( UHR) Service Center team. Reporting to the Director of Support Service Center (R- PATH), the Associate Director provides leadership and advanced support to Tier 1 and Tier 2 agents, within the service center, addressing escalated, complex, or specialized HR and Payroll inquiries. The Associate Director serves as the second in command and is responsible for leading and managing service center day-to-day activities, in addition to continuous assessment of staff performance, training, development and process improvements. This role plays a critical part in shaping service delivery, refining case resolution pathways, enhancing team capabilities, and contributing to a responsive and reliable user experience across the university. The Associate Director also supports the Director of the HCM Cloud Support Service Center in executing strategic initiatives and aligning Tier 1 and Tier 2 operations with broader service center goals.

Among the key duties of the position are the following:

Strategic Leadership & Service Oversight

Customer Support & Inquiry Resolution

Collaboration

Additional Duties including, but not limited to the following:

The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement.

The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through January 31, 2026. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at https://futureofwork.rutgers.edu.