Associate Director, MSSC

4 weeks ago

Virginia Beach, Virginia, United States Virginia Jobs 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. 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.
Training, Professional Development:
  • 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.
Stakeholder/Partner Office Engagement:
  • 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.
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.
Instructions to Applicants:

For full consideration, applicants must apply for Associate Director, MSSC at Virginia Jobs.

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