Service Design Lead

Posting Number 2021-9079
Posted Date 1 year ago(11/11/2021 11:41 AM)
Location : Location
US-NY-New York
Hybrid Remote Work Classification
60% to 80% Onsite
CAES - Educational Technology and Media (Administrators)
School of Professional Studies (CP1108)
Compensation Grade
Band 53

Position Summary

The School of Professional Studies is seeking an individual to serve as the Service Design Lead (SDL) for the Center for Academic Excellence and Support. The SDL will have primary ownership of the Nexus patron support model and is responsible for building positive patron relations at the New York University School of Professional Studies (SPS). The SDL engages in work to enhance the NYU SPS Learning Ecosystem across the following areas: Learner-Centric Course Architecture; Goal-Driven Technology Adoption; Incubation of Faculty Labs and Initiatives; Learning Data and Research; and Design Sessions and Solutions Events for Internal and External Clients. As the lead service designer and problem solver, the SDL supervises a team of Service Associates to ensure each member of the team provides exceptional customer service. The SDL anticipates emerging service needs and designs/implements processes and protocols to deliver comprehensive, scalable solutions and achieve high-level response times. As a change agent committed to raising service standards, the SDL proactively looks for opportunities to improve the patron experience through the evaluation of team productivity and the analysis of data. The SDL also works closely with the Director of Operations and Learning (DOL), the Director of Research and Development, and the Head of Learning Experience to continuously enhance Nexus support resources and service procedures, and develop creative solutions for the community. Additionally, the SDL is an excellent communicator who applies best practices in service design to mentor and train Service Associates and improve team performance.


Required Education:
Bachelor's Degree in education, information technology, or related field.

Preferred Education:
Master's Degree Master’s degree in education, information technology, or related field

Required Experience:
5+ years experience providing direct educational and/or technical support to faculty, students, and staff. Experience leading and building a customer experience/success team. Experience contributing to learning and development activities, and educational resource design/creation in an organization.

Preferred Experience:
Teaching in higher education. Implementation of SaaS solutions to enhance service models. Vendor management.

Required Skills, Knowledge and Abilities:
Service design. Education technology landscape. Customer relationship management and knowledge base software. Ability to learn and teach multiple technologies to support learning and teaching. Training program implementation.

Preferred Skills, Knowledge and Abilities:
Process automation. Course development. Curriculum design. Agile methodologies/project management. Online Program Management.

Additional Information

In compliance with NYC’s Pay Transparency Act, the annual base salary range for this position is $65,000.00 - $115,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.


Since 1934, the NYU School of Professional Studies (NYU SPS) has been a deeply respected institution of higher education that is grounded in applied learning. From its early years, training returning World War II veterans to fulfill the nation’s urgent need for skilled technical workers, it has evolved into a professional education powerhouse that offers 20 graduate degrees, 14 bachelor’s degrees for undergraduate students, four associate’s degrees, and a plethora of continuing education courses and credentials.


NYU SPS is a thought leader, and serves as an incubator for new ideas in industries that are constantly changing.  We prepare students for in-demand jobs in fields including real estate,  hospitality and tourism; global affairs; global sports management;  publishing; marketing and public relations; project management; executive coaching and organizational consulting, human capital management; information technology, management and systems; translation; publishing and professional writing. NYU SPS is focused on building skills that open doors to opportunities in emerging fields and global markets. NYU SPS faculty members are leading experts in their areas of discipline, with a hands-on approach that encourages students to push beyond their limits and to break new ground.


NYU SPS is committed to inclusion, diversity, belonging, equity, and access throughout the School.


NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at

EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity


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