Customer Service Management

Edtech.com's Summary

The University of Utah is hiring a Customer Service Manager (Guest Services Manager) to oversee daily operations, staffing, and performance of the Guest Services team at Red Butte Garden. This role manages team members, develops staffing and scheduling practices, enhances training programs, and improves operational processes to ensure a high-quality, guest-focused experience.

Highlights

Lead hiring, training, and supervision of Guest Services staff including the Guest Services Supervisor and part-time employees

Develop and manage staff schedules aligned with guest volume and operational needs

Create and maintain training materials and knowledge resources, monitor effectiveness, and update content as needed

Manage performance through coaching, documentation, and development planning

Oversee daily Guest Services operations to ensure consistent, high-quality guest experiences

Address and resolve escalated guest concerns, implementing preventative operational improvements

Coordinate communication and information sharing across departments and support events including the Outdoor Summer Concert Series ticketing

Required qualifications: Bachelor’s degree plus 6 years related experience or Master’s degree plus 4 years related experience, with substitution of 1 year higher education for 1 year work experience

Preferred experience includes staff supervision in customer-facing roles, training program development, scheduling, hospitality, and operational problem-solving

Compensation range: $48,000 to $55,000 annually

Customer Service Management Full Description

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Announcement

Details

Open Date	03/30/2026
Requisition Number	PRN44611B
Job Title	Customer Service Management
Working Title	Guest Services Manager
Career Progression Track	M00
Track Level	M3 - Manager
FLSA Code	Administrative
Patient Sensitive Job Code?	No
Standard Hours per Week	40
Full Time or Part Time?	Full Time
Shift	Variable
Work Schedule Summary	Sunday through Thursday, with flexibility for occasional shifts on evenings, weekends, and holidays as required.
VP Area	President
Department	00340 - Red Butte Garden & Arboretum
Location	Campus
City	Salt Lake City, UT
Type of Recruitment	External Posting
Pay Rate Range	$48,000.00 - $55,000.00
Close Date	04/10/2026
Priority Review Date (Note - Posting may close at any time)	04/10/2026
Job Summary	The Guest Services Manager oversees the daily operations, staffing, and performance of the Guest Services team to ensure a consistent, welcoming, and high-quality experience for guests. This role is responsible for managing team members, developing effective staffing and scheduling practices, and supporting strong day-to-day operations. Working closely with the Guest Services Supervisor, the Manager also leads the development and ongoing improvement of training programs and knowledge resources, ensuring staff are informed, prepared, and able to support a wide range of guest needs. This position plays a key role in strengthening team performance, improving operational processes, and maintaining clear, accurate communication across departments. This role offers the opportunity to contribute to a dynamic, guest-focused environment within a botanic garden setting, where staff play an important role in helping guests connect with the space, programs, and experiences offered throughout the garden. Red Butte Garden is accessible through multiple public transit options. Several bus routes serve Research Park and the University Medical Center, and the Trax Red Line provides nearby access, followed by a short walk or an on-demand University campus shuttle. The campus shuttle’s Sunnyside Route offer direct service to Red Butte Garden. For more information, see: https://commuterservices.utah.edu/uta/ https://commuterservices.utah.edu/campus-shuttle/ https://www.redbuttegarden.org/directions/
Responsibilities	Team Leadership & Staffing Hire, train, and supervise Guest Services staff, including direct oversight of the Guest Services Supervisor and part-time staff Determine staffing needs and lead hiring processes, including posting positions, interviewing, and selection Develop and manage staff schedules, adjusting coverage as needed to align with operational demands and guest volume Provide ongoing leadership through coaching, 1:1 meetings, and team development Training & Knowledge Systems Manage an active training and communication system that keeps staff informed, prepared, and up to date on programs, events, and operations across the garden Develop and maintain training materials and knowledge resources to support staff in their roles and daily interactions with guests Evaluate the effectiveness of training and reference materials by observing team performance, identifying gaps, and updating content to align with operational needs Collaborate with departments to ensure information is accurate, current, and relevant Performance Management & Team Development Monitor performance, identify patterns, and address concerns through coaching and follow-up Lead performance management processes, including documentation and development planning Foster a team environment that encourages engagement, accountability, and strong guest interaction Support the development of the Guest Services Supervisor in their role, including coaching, guidance, and increasing leadership responsibility Operations & Service Effectiveness Oversee daily Guest Services operations to ensure a consistent and high-quality guest experience Partner with the Guest Services Supervisor to support smooth day-to-day operations Support resolution of escalated or complex guest concerns and implement solutions to prevent repeat issues Identify recurring issues and implement improvements to workflows, tools, and procedures Communication & Coordination Ensure staff are informed and prepared by gathering and communicating updates on events, programs, and operations Translate information into clear, usable guidance for frontline staff Serve as a primary point of contact for Guest Services across departments Support programs and events across the garden, including direct involvement in guest check-in and service during events Lead coordination of ticketing processes and will call operations for the Outdoor Summer Concert Series
Minimum Qualifications	EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Manager, Customer Service Management: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences	Experience supervising or managing staff in a customer-facing environment Experience developing or improving training materials, processes, or team resources Experience with scheduling, staffing coordination, or workforce planning Strong communication and organizational skills, with the ability to manage multiple priorities Experience in hospitality, visitor services, retail, or similar service-focused environments Ability to identify operational challenges and implement practical, effective solutions Ability to work both independently and collaboratively while taking ownership of key responsibilities
Type	Benefited Staff
Special Instructions Summary
Additional Information	The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules. This position may require the successful completion of a criminal background check and/or drug screen. The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both. To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page. Online reports may be submitted at https://oeo.utah.edu https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South. As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* What is your highest level of completed education?
- None
- High School Diploma or Equivalent
- Associate Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
* How many years of related work experience do you have?
- Less than 2 years
- 2 years or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more, but less than 8 years
- 8 years or more, but less than 10 years
- 10 years or more, but less than 12 years
- 12 years or more, but less than 14 years
- 14 years or more

Applicant Documents

Required Documents

Resume
Cover Letter

Optional Documents

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: (801) 581-2169 By Email: employment@utah.edu

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Original Job Description

Toggle navigation

Customer Service Management Bookmark this Posting Print Preview | Apply for this Job

Announcement

Details

Open Date	03/30/2026
Requisition Number	PRN44611B
Job Title	Customer Service Management
Working Title	Guest Services Manager
Career Progression Track	M00
Track Level	M3 - Manager
FLSA Code	Administrative
Patient Sensitive Job Code?	No
Standard Hours per Week	40
Full Time or Part Time?	Full Time
Shift	Variable
Work Schedule Summary	Sunday through Thursday, with flexibility for occasional shifts on evenings, weekends, and holidays as required.
VP Area	President
Department	00340 - Red Butte Garden & Arboretum
Location	Campus
City	Salt Lake City, UT
Type of Recruitment	External Posting
Pay Rate Range	$48,000.00 - $55,000.00
Close Date	04/10/2026
Priority Review Date (Note - Posting may close at any time)	04/10/2026
Job Summary	The Guest Services Manager oversees the daily operations, staffing, and performance of the Guest Services team to ensure a consistent, welcoming, and high-quality experience for guests. This role is responsible for managing team members, developing effective staffing and scheduling practices, and supporting strong day-to-day operations. Working closely with the Guest Services Supervisor, the Manager also leads the development and ongoing improvement of training programs and knowledge resources, ensuring staff are informed, prepared, and able to support a wide range of guest needs. This position plays a key role in strengthening team performance, improving operational processes, and maintaining clear, accurate communication across departments. This role offers the opportunity to contribute to a dynamic, guest-focused environment within a botanic garden setting, where staff play an important role in helping guests connect with the space, programs, and experiences offered throughout the garden. Red Butte Garden is accessible through multiple public transit options. Several bus routes serve Research Park and the University Medical Center, and the Trax Red Line provides nearby access, followed by a short walk or an on-demand University campus shuttle. The campus shuttle’s Sunnyside Route offer direct service to Red Butte Garden. For more information, see: https://commuterservices.utah.edu/uta/ https://commuterservices.utah.edu/campus-shuttle/ https://www.redbuttegarden.org/directions/
Responsibilities	Team Leadership & Staffing Hire, train, and supervise Guest Services staff, including direct oversight of the Guest Services Supervisor and part-time staff Determine staffing needs and lead hiring processes, including posting positions, interviewing, and selection Develop and manage staff schedules, adjusting coverage as needed to align with operational demands and guest volume Provide ongoing leadership through coaching, 1:1 meetings, and team development Training & Knowledge Systems Manage an active training and communication system that keeps staff informed, prepared, and up to date on programs, events, and operations across the garden Develop and maintain training materials and knowledge resources to support staff in their roles and daily interactions with guests Evaluate the effectiveness of training and reference materials by observing team performance, identifying gaps, and updating content to align with operational needs Collaborate with departments to ensure information is accurate, current, and relevant Performance Management & Team Development Monitor performance, identify patterns, and address concerns through coaching and follow-up Lead performance management processes, including documentation and development planning Foster a team environment that encourages engagement, accountability, and strong guest interaction Support the development of the Guest Services Supervisor in their role, including coaching, guidance, and increasing leadership responsibility Operations & Service Effectiveness Oversee daily Guest Services operations to ensure a consistent and high-quality guest experience Partner with the Guest Services Supervisor to support smooth day-to-day operations Support resolution of escalated or complex guest concerns and implement solutions to prevent repeat issues Identify recurring issues and implement improvements to workflows, tools, and procedures Communication & Coordination Ensure staff are informed and prepared by gathering and communicating updates on events, programs, and operations Translate information into clear, usable guidance for frontline staff Serve as a primary point of contact for Guest Services across departments Support programs and events across the garden, including direct involvement in guest check-in and service during events Lead coordination of ticketing processes and will call operations for the Outdoor Summer Concert Series
Minimum Qualifications	EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Manager, Customer Service Management: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences	Experience supervising or managing staff in a customer-facing environment Experience developing or improving training materials, processes, or team resources Experience with scheduling, staffing coordination, or workforce planning Strong communication and organizational skills, with the ability to manage multiple priorities Experience in hospitality, visitor services, retail, or similar service-focused environments Ability to identify operational challenges and implement practical, effective solutions Ability to work both independently and collaboratively while taking ownership of key responsibilities
Type	Benefited Staff
Special Instructions Summary
Additional Information	The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules. This position may require the successful completion of a criminal background check and/or drug screen. The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both. To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page. Online reports may be submitted at https://oeo.utah.edu https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South. As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* What is your highest level of completed education?
- None
- High School Diploma or Equivalent
- Associate Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
* How many years of related work experience do you have?
- Less than 2 years
- 2 years or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more, but less than 8 years
- 8 years or more, but less than 10 years
- 10 years or more, but less than 12 years
- 12 years or more, but less than 14 years
- 14 years or more

Applicant Documents

Required Documents

Resume
Cover Letter

Optional Documents

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: (801) 581-2169 By Email: employment@utah.edu

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Customer Service Management

Edtech.com's Summary

Customer Service Management Full Description

Customer Service Team Member

Customer Service Representative - Contractor

Seasonal Customer Support Agent

Academic Program Support Specialist

Customer Advocate