Associate Director, MSSC

16 hours ago

Aragüés del Puerto, Huesca, United States George Mason University Full time
About the Position

The Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center. This includes ensuring that a team of cross-trained staff provide high-quality service to visitors in-person, monitoring visitor volume, and identifying trends to take proactive measures to shift staff resources and provide stronger support during peak times of the year.

Responsibilities
  • Manage the day-to-day operations of the MSSC in Fairfax and Arlington, focusing primarily on in-person services with a secondary focus on virtual services.
  • Ensure that all MSSC staff in all channels of service are providing consistent, accurate information to visitors and are meeting customer service standards.
  • Professionally address, counsel, and resolve escalated cases and problems referred by MSSC Generalists and other Partner Offices.
  • Serve as the primary point of contact for critical updates, deadlines, or other important information to be disseminated to the MSSC team.
  • Hire, train, mentor, supervise, and provide direction to 7 FTE, including delegating work tasks and addressing performance issues.
  • Use real-time and historical data in Salesforce (CRM) to monitor staff performance, make informed decisions, improve business processes, visitor experience, and provide reports to management.
  • Interpret university, state, and federal policies and procedures.
  • Exercise professional judgment authority to implement changes and make exceptions to MSSC policies without supervisory approval.
  • Maintain an expert-level of knowledge for all areas served by the MSSC.
Training, Professional Development
  • Ensure that staff are up-to-date with internal and partner office policies and procedures.
  • Create and maintain training documentation for new and continuing employees, as well as contribute to the maintenance of a knowledgebase.
  • Monitor required Mason trainings and ensure staff completion.
  • Identify training issues and create solutions with new curriculum for refresher training.
  • Coordinate ongoing quality assurance activities, including case audits.
Stakeholder/Partner Office Engagement
  • Participate on cross-functional committees as appropriate.
  • Serve as a managerial-level point of contact for complaints or feedback from academic units and other university departments.
  • Establish and maintain effective working relationships with individuals from diverse backgrounds and abilities, community agencies, and the general public.
  • Represent the MSSC at various stakeholder meetings.
Required Qualifications
  • Bachelor's degree in a related field or the equivalent combination of education and experience.
  • Professional staff supervisory experience.
  • Experience working in a customer service setting/operation.
  • Experience working in higher education or within an educational or related field.
  • Experience working with a diverse set of stakeholders.
  • Experience using data to make informed decisions.
  • Demonstrated customer service and conflict management skills.
  • Demonstrated skill in exceptional written and verbal communication.
  • Demonstrated exceptional interpersonal skills with the ability to work creatively and collaboratively with internal and external constituents.
  • Skilled in technical troubleshooting and the ability to research complex problems.
  • Ability to manage change effectively.
  • Ability to perform work with substantial attention to detail.
Preferred Qualifications
  • Master's degree in a related field.
  • Experience working as part of, or in association with, a one-stop student service center.
  • Experience working in student information and Constituent Relationship Management (CRM) systems.
  • Experience working with a diverse set of stakeholders.
  • Bilingual.
  • Knowledge of general university policies and procedures.

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