Retail Team Supervisor at Stanford University in Palo Alto, California

Job Description:

Retail Team Supervisor🔍Land, Buildings and Real Estate, Redwood City, California, United StatesNew📁Administration📅6 days ago Post Date📅105027 Requisition #

Welcome to Land, Buildings & Real Estate:

Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University's physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university's academic mission, as well as preserving and enhancing Stanford's 8,180 acres, and pride ourselves on supporting the teaching and research of the university as "Caretakers of a LEGACY."

Department Introduction:

Stanford Transportation manages Stanford's award-winning Transportation Demand Management program, which includes the free Marguerite shuttle, transit and car-free options, bicycle program, and parking operations.

Core Values:

LBRE Core Values of Leadership, Exploration, Gratitude, Accountability, Community and You, and Diversity, Equity, and Inclusion in their management style and help to build an organization where these qualities serve as the foundation for successful and rewarding careers for all employees.

LBRE views a strong culture of diversity, equity, and inclusion as one where everyone can thrive. It is a culture of trust and respect, where staff can be their authentic selves, feel safe and work in a place that they feel they belong. We strive to create a community that draws upon a wide pool of talent to unify excellence while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

Job Purpose:

The Retail Supervisor oversees the Retail Operations within the Stanford Transportation Department, specifically managing the sales and operations of the online Virtual Parking Permit System and the Call Center.This role plays a critical part in ensuring the seamless operation of the virtual parking permit system while supervising customer interactions managed through a centralized call center. The Retail Supervisor also leads a team of customer service representatives, ensuring they deliver high-quality customer service and perform their duties effectively.

This position is an exempt role.

Core Duties*:

• 
  
  
  The Retail and Customer Service Supervisor is responsible for overseeing the day-to-day operations of the online Virtual permit platform and managing the customer service team. The supervisor ensures that online transactions are processed efficiently, customer queries are resolved promptly, and that the overall customer experience is positive and seamless.


• 
  
  
  System Optimization
  
  

oContinuously monitor the virtual permit platform, identifying areas for improvement.

oCollaborate with the manager and team to implement enhancements to streamline the user experience and improve operational efficiency.

• 
  
  
  Customer Support Coordination
  
  

oEnsure timely and professional responses to customer inquiries via email, chat, phone, and social media.

oHandles escalated customer complaints and resolves issues related to orders, returns, and other concerns.

oMonitor customer satisfaction and implement strategies to improve overall service quality.

oAnalyze customer service metrics and prepare reports for senior management.

• 
  
  
  Policy, Procedures, and Development
  
  

oDevelop, implement, and update policies and procedures related to virtual permit issuance, renewals, cancellations, and exception requests.

oDevelop and implement training programs for the staff to ensure they have the necessary knowledge to assist customers with the virtual permit system and related services.

oMonitors work activities to ensure compliance with policies and procedures, maintaining high operational standards.

• 
  
  
  Staff development
  
  

oSupervise, train, and support the online customer service team, ensuring they meet performance goals.

oManage scheduling, work assignments, and time-off requests for customer service representatives.

oConduct regular performance evaluations and provide coaching and development opportunities to team members.

oThis position is responsible for recruiting temporary and full-time staff

• 
  
  
  Events
  
  

oThe Supervisor is also responsible for overseeing event operations, including ensuring timely and effective customer responsiveness, coordinating event parking setup, and facilitating clear communication with all stakeholders.

oAdditionally, the Supervisor will monitor and manage event billing to ensure accuracy.

• 
  
  In the absence of the Manager, the Supervisor will oversee the Retail operation and represent the department by attending meetings on their behalf.
  
  

*Other duties may also be assigned

Education & Experience:

• 
  
  
  
  Bachelor's degree and 5 years of relevant experience in customer service management, virtual systems administration, or related fields or combination of education and experience.


• 
  
  Experience in parking operations or transportation services is preferred.
  
  

Knowledge, Skills and Abilities:

• 
  
  
  
  Strong technical skills with experience in managing virtual systems and online platforms.


• 
  
  Ability to troubleshoot system issues and work with IT teams on enhancements.


• 
  
  Demonstrated ability to lead and manage a team, including experience in training, scheduling, and performance management.


• 
  
  Strong commitment to delivering excellent customer service, with the ability to handle escalated issues and complex inquiries professionally.


• 
  
  Excellent verbal and written communication skills, with the ability to explain technical processes to customers and staff in a clear, understandable manner.


• 
  
  Strong administrative and organizational abilities, with attention to detail and the capacity to manage multiple tasks simultaneously.


• 
  
  Ability to think critically and resolve complex problems efficiently, ensuring that both customer needs and organizational goals are met.
  
  

Certifications and Licenses:

• 
  
  
  
  None
  
  

Physical Requirements*:

• 
  
  
  Constantly perform desk-based computer tasks.


• 
  
  Frequently stand/walk, sitting, grasp lightly/fine manipulation.


• 
  
  Occasionally use a telephone.


• 
  
  Rarely lift/carry/push/pull objects that weigh 11-20 pounds.
  
  

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

Work Standards:

• 
  
  
  Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.


• 
  
  Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.


• 
  
  Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
  
  

The expected pay range for this position is $99,015.00 to $109,423.00 per annum.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford's extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• 
  
  Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.


• 
  
  A caring culture. We provide superb retirement plans, generous time-off, and family care resources.


• 
  
  A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.


• 
  
  Discovery and fun. Stroll through historic sculptures, trails, and museums.


• 
  
  Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more
  
  

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.

Stanford is an equal employment opportunity and 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, protected veteran status, or any other characteristic protected by law.

Additional Information

• Schedule: Full-time


• Job Code: 4121


• Employee Status: Regular


• Grade: H


• Requisition ID: 105027


• Work Arrangement : Hybrid Eligible

Apply Now