Location

Statesboro Campus - Statesboro, GA

Department Information

Office of the VP of Finance & Operations

Job Summary

The Associate Vice President of Service Operations (AVP) serves as a key member of the Business and Finance leadership team, providing strategic direction and operational oversight for a broad portfolio of administrative and service functions that support the university's mission and daily operations. Reporting to the Vice President for Business and Finance, the AVP leads efforts to enhance efficiency, customer service, and operational excellence across multiple service areas including facilities, human resources, information technology, engagement and communications, finance, university police and auxiliary services.

Central to this role is building and sustaining a service culture across the division -- one in which every unit understands who its customers are, what excellent service looks like, and how its performance is measured. The AVP establishes the metrics and scorecards that make service performance visible, partners with leadership to turn those results into action, and applies technology and artificial intelligence where it measurably improves the customer experience. Above all, the AVP models a mindset of "getting better at getting better" -- continuously improving how the division learns, measures, and improves so that it gains compound over time.

Responsibilities

• Provide strategic leadership and direction for service operations units, ensuring alignment with the university's mission and strategic goals
• Oversee the planning, management, and reporting performance of key operational areas such as facilities, auxiliary services, procurement, campus safety, and other designated service units
• Build a service culture within the divisions: define and communicate shared service standards, expectations, and behaviors; recognize and reward service excellence; and hold units accountable for delivering a consistent, customer-first experience
• Establish key metrics, service level standards, and scorecards to measure the performance of service operations; publish results on a regular cadence and make performance transparent to units, customers, and university leadership
• Work with leadership to interpret scorecard results, identify gaps between current and target performance, and drive specific actions, resourcing decisions, and follow-through that improve outcomes
• Leverage artificial intelligence, automation, and emerging technology where it makes the customer experience better ¿ faster response times, meaningful self-service, fewer handoffs, and more time for staff to spend on high-value work ¿ while exercising sound judgment on data privacy, accuracy, accessibility, and the appropriate human touch
• Cultivate a mindset of ¿getting better at getting better¿: continuously strengthen the division's capacity to learn, experiment, measure results, and improve, so that improvement itself compounds year over year
• Develop and implement operational strategies, policies, and service standards to promote efficiency, sustainability, and customer satisfaction
• Partner with and lead initiatives focused on process improvement, organizational effectiveness, and data-informed decision-making across service operations
• Foster a culture of accountability, collaboration, and continuous improvement within all service units
• Partner with campus leadership, academic units, and administrative divisions to enhance cross-functional collaboration and service delivery
• Communicate effectively with stakeholder groups, ensuring transparency, responsiveness, and shared understanding of operational priorities
• Solicit, analyze, and act on customer feedback ¿ surveys, service requests, and direct engagement ¿ to close the loop with the campus community and improve service delivery

Required Qualifications

Educational Requirements

• Bachelor's Degree

Required Experience

• Minimum of five (5) years of related experience in the service industry

Preferred Qualifications

Additional Preferred Qualifications

• Customer relationship management in a higher education environment

Preferred Educational Qualifications

• Master's degree in Business Administration or other related field

Preferred Experience

• Seven (7) or more years of leadership and management experience
• Experience building or leading a service culture change effort in a large, decentralized organization
• Experience designing performance metrics, scorecards, or service level agreements and using them to drive measurable improvement
• Experience applying artificial intelligence, automation, or self-service technology to improve customer experience
• Experience in vendor relationship, resource and project management, and financial and budget planning

Proposed Salary

$160,103 - $224,165

This is an exempt position paid on a monthly basis.

Required Documents to Attach

• Resume
• Cover Letter
• Two (2) Professional References

Knowledge, Skills, & Abilities

ABILITIES

• Consistently exhibit engaging customer service
• Ability to support various constituencies served by the University
• Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
• Ability to build and sustain a service culture -- setting standards, modeling the behaviors, and bringing large teams along
• Data fluency: able to define meaningful metrics, build clear scorecards, and translate results into specific actions
• Commitment to continuous improvement -- a "getting better at getting better" mindset that treats improvement as a discipline, not an initiative
• Ability to lead a large team, fostering growth and focus on service
• Able to lead large projects that require strong partnerships and close coordination with stakeholders and business leaders
• Able to anticipate problems and proactively develop appropriate solutions
• Able to diagnose and resolve complex problems
• Able to develop and execute service strategy
• Able to maximize value by balancing risks against potential organizational gain

KNOWLEDGE

• Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success
• Working knowledge of artificial intelligence and automation, and sound judgment about where they improve the customer experience and where they do not
• Must be well versed in current and emerging trends in service and the higher education landscape

SKILLS

• Effective communication (verbal and written), organizational and human relations skills
• Strong leadership skills, attention to detail, and follow-up skills

Apply Before Date

August 20, 2026

Application review may begin as early as August 20, 2026.

Contact Information

For more information or questions about a job posting, please contact the Department of Human Resources by phone at (912) 478-6947 or by email at [email protected] .

For technical support, please call the USG Service Desk at (877) 251.2644, or email [email protected] .

Other Information

• Must be able to perform duties and responsibilities with or without reasonable accommodation.
• Work generally performed in an office environment.
• Workweek may occasionally extend beyond 40 hours.
• Travel may be required.

Background Check

• Position of Trust + Education & Credit