Position Information Recruitment/Posting Title Associate Director Support Service CTR Job Category Staff & Executive
- Human Resources Department UHR
- OPS•R-PATH Overview 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. Posting Summary 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. In this role, the Associate Director will oversee the Tier 1 Service Center Manager, Tier 2 Service Center Manager, and the Knowledge and Systems Manager, ensuring alignment across support tiers and effective use of the knowledge base in daily operations. The Associate Director helps drive timely case resolution, fosters cross-functional knowledge sharing, and promotes continuous service improvement. 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 Leads and directly supervises tiered teams of support specialists responsible for resolving advanced HR and payroll inquiries, overseeing the daily workflow of the department. Provides overall prioritization of work assignments and management of teams' resources and their activities including succession planning. Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams. Customer Support & Inquiry Resolution Resolves complex HR, Payroll, and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows. Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service. Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries. Collaboration Develops and refines escalation protocols, collaborating closely with all tier support teams and technical support teams. Leads joint initiatives with the internal Service Center Managers to streamline processes, reduce handoffs, and improve agent efficiency. Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring issues. Fosters and maintains positive relationships with UHR Colleagues, HR constituents and customer base; serves as an interface between internal/external customers and functional team members to ensure effective definition of and delivery of Service Center services and support. Reporting & Continuous Improvement Maintains awareness of plans for HR system updates, implementation and the potential impact of those plans on current and future functionality of the HR system, processes and procedures. Tracks and analyzes case metrics, resolution times, and escalation patterns. Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies. Presents insights and recommendations to senior leadership through reports and dashboards to highlight team performance and inform operational decisions. Enhances users' experience with AI-enabled tools, ensuring intuitive and efficient interactions that drive user satisfaction and productivity. Reviews service center dashboards and reporting metrics to drive data-informed decision making and ensure KPIs and SLAs are met. Additional Duties including, but not limited to the following: Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs. FLSA Exempt Grade 08 Salary Details $108,670
- 137,547 Minimum Salary 108670.
000 Mid Range Salary 137547.000 Maximum Salary 166424.000 Offer Information 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. Benefits Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include: Medical, prescription drug, and dental coverage Paid vacation, holidays, and various leave programs Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options Employee and dependent educational benefits (when applicable) Life insurance coverage Employee discount programs Position Status Full Time Working Hours Standard Hours 37.50 Daily Work Shift Work Arrangement Consistent with the current application of Rutgers Policy 60.3.22 or the applicable provisions of relevant collective negotiations agreements, this position may be eligible for a hybrid work arrangement. Flexible work arrangements are not permanent, subject to change or discontinuation, and contingent on the employee receiving approval in the FlexWork@RU Application System. Union Description Administrators Confidential Payroll Designation PeopleSoft Seniority Unit Terms of Appointment Staff
- 12 month Position Pension Eligibility ABP Qualifications Minimum Education and Experience Bachelor's degree in Business Administration, Human Resources, Analytics, Information Systems or a closely related field.
6+ years of experience in a customer service or shared services environment, preferably in HR or payroll, including at least 3 years of experience with data management and reporting, including translating data and compiling operational metrics. Certifications/Licenses Required Knowledge, Skills, and Abilities Demonstrated leadership experience at a supervisory or management level with a focus in driving team performance and service outcomes. Demonstrated experience with developing dashboards, translating data and compiling operational metrics. Experience managing direct reports, including performance management, coaching, and workload distribution. Demonstrated experience using MS Excel for reporting, analysis, and operational decision‑making. Ability to manage workflows, resolve conflicts, and support agents in a fast-paced environment. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Thorough understanding of human resource principles, practices, and procedures. Experience with HR Systems Experienced in service center related technologies. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Ability to function well in a high-paced and at times stressful environment. Proficient with Microsoft Office Suite or related software. Preferred Qualifications Higher Education Human Resources. Experience managing Academic Staff HR processes and procedures. Experience supporting or managing within a multi-tiered service center model. Experience supporting or managing enterprise technology services. Familiarity with HCM systems (e.g., Oracle) or case management platforms (e.g., ServiceNow). Experience using dashboards or reports to drive service improvements. Experience working with data sets related to
ERP , HCM
, finance, operations, or customer service. Experience with AI tools or automation in service delivery. Equipment Utilized Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom. Physical Demands and Work Environment Special Conditions Posting Details Posting Number 26ST0859 Posting Open Date 04/24/2026 Special Instructions to Applicants Regional Campus Rutgers University-New Brunswick Home Location Campus Rutgers University
- New Brunswick City New Brunswick State NJ Location Details Pre-employment Screenings All offers of employment are contingent upon successful completion of all pre-employment screenings.
Immunization Requirements Under Policy 100.3.1 , if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination. Equal Employment Opportunity Statement It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address:
