Associate Director, MSSC
2 weeks ago
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. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift staff resources and provide stronger support during peak times of the year. This includes maintaining a complex staffing schedule and analyzing data in Salesforce. The Associate Director also ensures that staff are following documented policies and procedures and serves as the first point of contact for partner office management regarding changes in policy, procedures, or other timely information.
Responsibilities:
- Manages 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;
- Ensures that all MSSC staff in all channels of service are providing consistent, accurate information to visitors and meeting customer service standards;
- Professionally addresses, counsels, and resolves escalated cases and problems referred by MSSC Generalists and other Partner Offices;
- Serves as the primary point of contact for critical updates, deadlines, or other important information to be disseminated to the MSSC team;
- Hires, trains, mentors, supervises, and provides direction to 7 FTE, including delegating work tasks and addressing performance issues;
- Uses 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;
- Interprets university, state, and federal policies and procedures;
- Exercises professional judgment authority to implement changes and make exceptions to MSSC policies without supervisory approval;
- Maintains an expert-level of knowledge for all areas served by the MSSC.
- Ensures that staff are up-to-date with internal and partner office policies and procedures;
- Creates and maintains training documentation for new and continuing employees, as well as contributing to the maintenance of a knowledge base;
- Monitors required Mason trainings and ensures staff completion;
- Identifies training issues and creates solutions with new curriculum for refresher training;
- Coordinates ongoing quality assurance activities, including case audits.
- Participates on cross-functional committees as appropriate;
- Serves as a managerial-level point of contact for complaints or feedback from academic units and other university departments;
- Establishes and maintains effective working relationships with individuals from diverse backgrounds and abilities, community agencies, and the general public;
- Represents the MSSC at various stakeholder meetings.
- 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.
- 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.
For full consideration, applicants must apply for Associate Director, MSSC at Virginia Jobs.
-
Associate Director, MSSC
4 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe 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. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift staff...
-
Associate Director, MSSC
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center (MSSC). This includes managing a team of cross-trained staff to deliver high-quality service to visitors in-person and virtually.The Associate Director monitors visitor volume, identifies trends, and takes proactive measures...
-
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center, ensuring high-quality service delivery to visitors in-person. This role involves monitoring visitor volume, identifying trends, and taking proactive measures to shift staff resources and provide stronger support during peak...
-
Associate Director of Development, Business
2 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the Position:The Associate Director of Development's primary responsibilities include working closely with the Senior Director of Development, Director of Development, Dean, Associate Dean, Area Chairs, volunteer/advisory Boards, Faculty, and Senior Staff members to develop fundraising priorities and strategies. The position also partners with central...
-
Associate Director of Constituent Engagement
2 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeJob Title: Associate Director of Constituent EngagementAbout the Role:The Associate Director of Constituent Engagement plays a key role in supporting and achieving the annual and strategic philanthropic goals of the College of Science. This position coordinates with the Dean's Office, central Advancement Office, and external constituents to help achieve the...
-
Associate Director of Constituent Engagement
2 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Constituent Engagement plays a key role in supporting and achieving the annual and strategic philanthropic goals of the College. This position coordinates with the Dean's Office, central Advancement Office, and external constituents to help achieve the fundraising goals and priorities of the College and...
-
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the Position:The Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery. Under the guidance of the Director, the Associate Director assists with staff development for the unit, co-leads Center...
-
Associate Director of Development Business
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Development will play a key role in advancing the philanthropic goals of the Costello College of Business at George Mason University. This position will work closely with the Senior Director of Development, Director of Development, Dean, Associate Dean, Area Chairs, volunteer/advisory Boards, Faculty, and Senior...
-
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery.Under the guidance of the Director, the Associate Director assists with staff development for the unit, co-leads Center assessment...
-
Associate Director of Development, Business
2 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the Position:The Associate Director of Development's primary responsibilities include working closely with the Senior Director of Development, Director of Development, Dean, Associate Dean, Area Chairs, volunteer/advisory Boards, Faculty, and Senior Staff members to develop fundraising priorities and strategies. The position also partners with central...
-
Associate Director of Development
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Development is a key member of the Costello College of Business's advancement team, responsible for developing and executing fundraising strategies to support the college's priorities. This role requires a strong networker with excellent communication and interpersonal skills, as well as the ability to work...
-
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery. This role is responsible for assisting with staff development, co-leading Center assessment efforts, providing SSAC representation...
-
Associate Director of Constituent Engagement
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Constituent Engagement plays a key role in supporting and achieving the annual and strategic philanthropic goals of the College of Science. This position coordinates with the Dean's Office, central Advancement Office, and external constituents to help achieve the fundraising goals and priorities of the College and...
-
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery. This position is responsible for assisting with staff development, co-leading Center assessment efforts, providing SSAC...
-
Associate Nursing Director
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Nursing Director plays a crucial role in the Student Health Services (SHS) team, providing leadership and supervision to the nursing team, overseeing clinical operations, and ensuring exceptional patient care.Key ResponsibilitiesSupervise and lead the nursing team, ensuring high-quality patient care and adherence to clinical...
-
Associate Nursing Director
3 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Nursing Director plays a crucial role in the Student Health Services (SHS) team, providing leadership and supervision to the nursing team, overseeing clinical operations, and ensuring exceptional patient care.Key ResponsibilitiesSupervise and lead the nursing team, ensuring high-quality patient care and adherence to clinical...
-
Associate Director of Constituent Engagement
4 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Constituent Engagement plays a pivotal role in supporting and achieving the annual and strategic philanthropic goals of the College of Science. This position coordinates with the Dean's Office, central Advancement Office, and external constituents to help achieve the fundraising goals and priorities of the College...
-
Compensation Strategies Associate Director
4 weeks ago
Virginia Beach, Virginia, United States KPMG Full timeBusiness Title: Associate Director, Compensation StrategiesRequisition Number:Function: Business Support ServicesArea of Interest:State:VACity: Virginia BeachDescription:KPMG is a leading professional services firm that provides audit, tax, and advisory services to organizations in various industries. We are known for our commitment to excellence,...
-
Compensation Strategies Associate Director
4 weeks ago
Virginia Beach, Virginia, United States KPMG Full timeBusiness Title: Associate Director, Compensation StrategiesRequisition Number:Function: Business Support ServicesArea of Interest:State:VACity: Virginia BeachDescription:KPMG is a leading professional services firm that provides audit, tax, and advisory services to organizations in various industries. We are known for our commitment to excellence,...
-
Associate Director of Constituent Engagement
1 month ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director of Constituent Engagement plays a pivotal role in supporting and achieving the annual and strategic philanthropic goals of the College of Science. This position coordinates with the Dean's Office, central Advancement Office, and external constituents to help achieve the fundraising goals and priorities of the College...
