Customer Experience Center Lead

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes Job Summary, Responsibilities (implied), Qualifications (Required and Preferred), maybe Skills (some listed), Benefits? Not explicit. Pay? There's salary info but not specific numbers; it says final salary subject to approvals, placement within range dependent on factors. That's vague; we should not include Pay unless specific numbers. Benefits? Not explicit. Schedule? Not explicit. So we include sections: About the role (maybe from Job Summary?), Responsibilities, Qualifications (maybe combine Required and Preferred), Skills (maybe list skills from qualifications). We must not repeat job title as heading. Use

for each section heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: EEO, legal, navigation, cookie, etc. Also remove "About Us" maybe? The "About Us" includes description of UCSF; that's substantive? It's about the organization, maybe we can include as part of About the role? The instruction: "Prefer a few substantive sections over many thin ones." Could include About the role (job summary) and Responsibilities, Qualifications, Skills. The "About Us" could be considered part of About the role? Might be separate but we can incorporate into About the role as a paragraph about the department. However we must not invent sections. We have Department Summary which is substantive. Could include as part of About the role or maybe a separate section "Department". But only allowed headings are those listed; we cannot add new headings like Department. So we must fit content into allowed headings. The allowed headings are: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put Department Summary under About the role (makes sense). Responsibilities: list duties from job summary. Qualifications: required and preferred. Skills: maybe extract skill statements from qualifications (analytical, research, problem-solving, customer service, interpersonal, coaching, training, written/verbal communication, organization, prioritization, judgment, discretion). Could also list "Strong analytical skills", etc. We'll put them in

  . We must not include filler like "commensurate with experience". Not present. We must not include Job ID/requisition numbers. We must not include application instructions. We must not include EEO boilerplate. We must not include navigation/legal. We must not include "Equal Employment Opportunity" etc. We must not include "Salary Information" if it's vague; but we could include Pay section only if specific salary range. It's not specific, so omit. Benefits: not explicit; omit. Schedule: not explicit; omit. Thus output:

  About the role

  Job Summary: Applies professional human resources knowledge, organizational policies, procedures, and established practices to provide guidance to employees, supervisors, and managers and resolve a variety of human resources issues of moderate scope and complexity. Serves as a lead resource within the Customer Experience Center (CEC), providing day-to-day operational support, guidance, and subject matter expertise to CEC team members while helping ensure consistent, accurate, and timely delivery of HR services. Provides direct customer support through multiple service channels, including the Genesys phone line, Oracle Help Desk inquiry cases, shared email box(es), and more. The incumbent will be logged into the phone line daily and respond to a broad range of HR questions spanning HR subunits, as well as research and respond to voicemails, emails, chats, and cases. Independently researches issues, identifies appropriate resources and solutions, and escalates complex, sensitive, or urgent matters to the appropriate HR contact, team, or leadership as needed. In the lead capacity, serves as a first point of consultation for CEC team members regarding more complex inquiries, processes, procedures, and appropriate escalation pathways. Provides guidance on case handling and customer service practices, supports onboarding and training of new and existing team members, shares knowledge and best practices, and assists with maintaining consistency in responses across service channels. May assist the Customer Experience Supervisor with coordinating daily workflow, identifying coverage or workload needs, communicating operational priorities, and supporting the team during periods of increased volume or emerging HR activity. The Lead may provide input and feedback regarding processes, service trends, training needs, and opportunities for team development. Reporting to the Customer Experience Supervisor, the incumbent monitors inquiry trends and identifies high-volume, recurring, or emerging areas of customer need. Partners with the supervisor, CEC team members, and HR subject matter experts to develop, review, and maintain knowledge content, response templates, job aids, and other resources that promote accurate and consistent responses and increase opportunities for employee and manager self-service. Works closely with HR subunits to maintain awareness of policies, programs, operational changes, and emerging areas of focus that may affect customer inquiries, such as Open Enrollment, labor actions, policy or system changes, and other high-volume or time-sensitive events. Helps translate this information into actionable guidance for the CEC team and supports readiness and consistent service delivery during these periods. The position may be assigned a lead or specialized focus in a particular HR program, process, or topic area. Responsibilities associated with such assignments may include coordinating or completing transactions, processing and amending forms, reviewing information for accuracy and completeness, interfacing with vendors and HR partners, troubleshooting issues, maintaining documentation, tracking work through completion, and serving as a resource to other CEC team members. The incumbent also supports continuous improvement of CEC operations by identifying service gaps, recurring issues, process inefficiencies, and opportunities to improve the employee and manager experience. Participates in or leads assigned operational projects and process improvements, assists with testing or implementation of new procedures and tools, and communicates changes and recommended practices to the CEC team. Serves as a resource and role model for customer service standards and helps foster collaboration, knowledge sharing, accountability, and consistent application of HR practices across the team.

  Department Summary: The Human Resources Department at University of California, San Francisco (UCSF) is a strategic enterprise function supporting a leading academic health sciences institution with a large, diverse, and highly regulated workforce. HR partners with campus, health system, and academic leadership to deliver integrated human capital services spanning HR operations and shared services, talent acquisition and management, compensation and benefits, labor and employee relations, learning and organizational development, workforce wellness, and compliance. Operating in a complex, multi-entity environment, the department focuses on modernizing service delivery through technology, shared services, and data-informed decision-making while advancing employee experience, equity, and organizational effectiveness in support of UCSF’s mission of patient care, research, education, and public service.

  Responsibilities

  • Provide guidance to employees, supervisors, and managers on HR issues of moderate scope and complexity.
  • Serve as a lead resource within the Customer Experience Center (CEC), offering day-to-day operational support, guidance, and subject matter expertise.
  • Provide direct customer support via Genesys phone line, Oracle Help Desk inquiry cases, shared email boxes, and other channels.
  • Log into the phone line daily, respond to HR questions, and research/respond to voicemails, emails, chats, and cases.
  • Independently research issues, identify resources and solutions, and escalate complex, sensitive, or urgent matters as needed.
  • Act as first point of consultation for CEC team members on complex inquiries, processes, procedures, and escalation pathways.
  • Provide guidance on case handling and customer service practices; support onboarding and training; share knowledge and best practices; maintain consistency across service channels.
  • Assist the Customer Experience Supervisor with coordinating daily workflow, identifying coverage/workload needs, communicating operational priorities, and supporting the team during high volume or emerging HR activity.
  • Provide input and feedback on processes, service trends, training needs, and team development opportunities.
  • Monitor inquiry trends and identify high-volume, recurring, or emerging customer needs.
  • Partner with supervisor, CEC team members, and HR SMEs to develop, review, and maintain knowledge content, response templates, job aids, and other resources.
  • Work with HR subunits to stay aware of policies, programs, operational changes, and emerging focus areas (e.g., Open Enrollment, labor actions, policy/system changes).
  • Translate HR information into actionable guidance for the CEC team and support readiness during high-volume periods.
  • May be assigned a lead or specialized focus in a particular HR program, process, or topic area; coordinate/complete transactions, process forms, review for accuracy, interface with vendors/HR partners, troubleshoot, maintain documentation, track work, and serve as a resource to teammates.
  • Support continuous improvement of CEC operations by identifying service gaps, recurring issues, process inefficiencies, and opportunities to improve employee/manager experience.
  • Participate in or lead operational projects and process improvements; assist with testing/implementation of new procedures/tools; communicate changes and recommended practices to the CEC team.
  • Serve as a resource and role model for customer service standards; foster collaboration, knowledge sharing, accountability, and consistent application of HR practices.

  Qualifications

  Required Qualifications:

  • Bachelor's degree in related area and/or equivalent experience/training.
  • Minimum three years relevant experience.
  • Strong analytical skills to conduct analysis and develop recommendations.
  • Working knowledge of human resources practices, policies, procedures, programs, and applicable organizational guidelines.
  • Strong analytical, research, and problem-solving skills to independently resolve HR inquiries of moderate scope and complexity.
  • Demonstrated ability to serve as a lead resource, provide day-to-day guidance, coordinate workflow, and support team priorities.
  • Strong customer service and interpersonal skills to effectively support employees, supervisors, managers, and HR partners.
  • Ability to coach, train, and onboard team members and promote consistent application of HR processes and service standards.
  • Strong written and verbal communication skills with the ability to clearly explain complex HR information to diverse audiences.
  • Ability to organize and prioritize competing responsibilities while maintaining accuracy and responsiveness in a high-volume service environment.
  • Demonstrated judgment and discretion in handling sensitive information, identifying trends and process improvements, and appropriately escalating complex or urgent matters.

  Preferred Qualifications:

  • PHR, SPHR, SHRM-CP, SHRM-SCP, CHC, or comparable HR/compliance certification.

  Skills

  • Analytical skills
  • Research skills
  • Problem‑solving
  • Customer service
  • Interpersonal communication
  • Coaching and training
  • Onboarding
  • Written and verbal communication
  • Organization and prioritization
  • Judgment and discretion
  • Knowledge of HR policies, practices, and procedures
  • Ability to escalate complex or urgent matters
  We must ensure no extra text outside HTML. No markdown fences. Provide just the HTML. Check for any boilerplate: We removed EEO, navigation, legal, etc. We kept "About Us" content integrated into About the role via Department Summary paragraph. That's okay. We didn't repeat job title as heading. Good. We didn't include Pay/Benefits/Schedule sections. We preserved all substantive info: job summary, responsibilities, qualifications, preferred, department summary. Did we lose any detail? The job summary includes many sentences; we kept them. The responsibilities list we derived from the job summary; we need to ensure we didn't omit any substantive detail. Let's compare. Original job