The University of Kentucky is seeking an Assistant Director for Customer Experience & Outreach to lead Transportation Services’ customer-facing operations and communications strategy. This leadership role is responsible for ensuring high-quality service delivery, strong customer satisfaction outcomes, and consistent communication across all transportation functions supporting students, faculty, staff, UK Healthcare, campus partners and third-party partners.
This position provides operational leadership over customer service functions, including service standards, complaint resolution, and performance management. The Assistant Director will oversee customer service operations, lead communications, and outreach efforts, and drive continuous improvement in customer experience systems and processes across the department.
What You Will Do
- Lead Transportation Services’ customer-facing operations with full accountability for service delivery standards and performance outcomes
- Oversee customer service operations, including response protocols and complaint resolution processes
- Develop and implement communications and outreach strategies for Transportation Services
- Direct customer experience improvement initiatives and service quality enhancements
- Manage and optimize customer service systems and tools to improve efficiency and user experience
- Serve as escalation point for complex or high-impact customer issues
- Coordinate policy implementation for customer-facing services and procedures
- Collaborate with campus stakeholders, UK Healthcare, and third-party partners to ensure consistent service delivery
- Supervise and support the Customer Service Manager and align team operations with departmental goals
What You Will Bring
- Experience in customer experience leadership, operations management, communications, or service delivery leadership
- Strong ability to manage complex customer service environments and resolve escalated issues effectively
- Demonstrated leadership and supervisory experience
- Excellent communication, organizational, and stakeholder management skills
- Experience developing or improving customer service systems, processes, or performance standards
- Ability to collaborate across departments and external partners in a fast-paced environment
- Strong analytical and problem-solving skills with a focus on continuous improvement
What Is in It for You
- Leadership impact: Shape the customer experience strategy
- Strategic role: Influence service standards, communications, and operational excellence across campus services
- Collaborative environment: Work closely with campus leaders, UK Healthcare, and external partners
- Improvement-focused work: Lead initiatives that directly enhance customer satisfaction and service quality
- Comprehensive benefits: Competitive compensation, benefits, and long-term career development opportunities
Why Now?
As campus transportation needs grow in scale and complexity, delivering a seamless and consistent customer experience is more critical than ever. In this role, you will help strengthen communication, improve service reliability, and ensure Transportation Services meets the evolving expectations of a diverse campus community.
Your leadership will directly shape how thousands of students, staff, and partners experience Transportation Services every day.
