Manager Customer Relations

Position Title:

Manager Customer Relations

Job Group:

Professional & Scientific

Required Minimum Qualifications:

High school diploma or equivalent and 5 years of related experience

Job Description:

Job Summary

The Iowa State University Book Store is excited to be accepting applications for the role of Manager Customer Relations. This position provides customer-focused leadership and operational oversight for the Iowa State University Book Store's TechCyte, Office Supplies, and Service Center operations. The position is responsible for advancing customer experience, supporting retail and service operations, developing staff, and fostering strong relationships with customers, vendors, and campus partners. This position is Exempt and reports to the Technology Solutions Manager.

Key Responsibilities

• Lead customer‑experience strategy across TechCyte, Office Supplies, and the Service Center, ensuring service quality, responsiveness, and customer satisfaction.
• Resolve escalated or sensitive customer concerns involving retail purchases, repairs, warranties, service delivery, and vendor-related issues.
• Analyze customer feedback, operational data, and sales trends to identify opportunities for service and process improvements.
• Develop and implement customer engagement, retention, and communication strategies.
• Lead operational improvement initiatives that enhance workflow efficiency, service quality, and customer satisfaction.
• Supervise a Bookstore Specialist II, an Information Technology Support II, and an intern, including training, coaching, and performance management; assist in oversight of student technicians.
• Analyze open-to-buy projections, product trends, market conditions, and sales performance to identify opportunities and make informed purchasing decisions that directly support and achieve sales goals.
• Maintain vendor and supplier relationships, negotiate pricing, terms, promotions, and product opportunities that improve value, service, and sales performance, and evaluate competitive market offerings.
• Assign work, oversee workflow quality, train and coach staff on customer-service standards, communication, product knowledge, and operational procedures.
• Serve as Manager on Duty on a weekend and store closing rotating schedule, and contribute additional hours during peak seasons and special events.

Weekend schedules may be adjusted as appropriate to support a healthy work-life balance.

Preferred Qualifications:

• Supervisory experience leading multi-faceted teams.
• Purchasing, inventory, and merchandising experience.
• Vendor negotiation and relationship management experience.
• Project management and continuous process improvement experience.
• Experience in higher-education, collegiate retail, bookstore, or campus-service environments.

For more information about the Iowa State University Bookstore, please visit: ISU Book Store - The Official Store of Iowa State

Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

Application Instructions:

To apply for this position, please click on "Apply" and complete the Employment Application. Please be prepared to enter or attach the following:

Resume/Curriculum Vitae

Letter of Application/Cover Letter

Applications will be accepted until the position is filled. Please Note: To receive full consideration, applications should be received by September 13, 2026.

Why Choose Iowa State University?

Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental, as well as:

• Retirement benefits including defined benefit and defined contribution plans
• Generous vacation, holiday, and sick time and leave plans
• Onsite childcare (Ames, Iowa)
• Life insurance and long-term disability
• Flexible Spending Accounts
• Various voluntary benefits and discounts
• Employee Assistance Program
• Wellbeing program

If you have questions regarding this application process, please email employment@iastate.edu, or call 515-294-4800 or Toll Free: 1-877-477-7485.

Appointment Type:

Regular

Number of Months Employed Per Year:

12 Month Work Period

Time Type:

Full time

Pay Grade:

PS807

Original Posting Date:

September 4, 2026

Posting Close Date:

Job Requisition Number:

R19893

Iowa State University does not discriminate on the basis of race, color, age, ethnicity, religion, national origin, pregnancy, sexual orientation, genetic information, sex, marital status, disability, or status as a U.S. Veteran. Inquiries regarding non-discrimination policies may be directed to Office of Equal Opportunity, 2680 Beardshear Hall, 515 Morrill Road, Ames, Iowa 50011, Tel. 515-294-7612, email eooffice@iastate.edu.

General ISU compensation information can be found on the University Human Resources website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.