Director of Global First-Year Programs

4 weeks ago

Boston, Massachusetts, United States Northeastern University Full time
About the Opportunity

JOB SUMMARY:

The Associate Director - Global First-Year Programs - Customer Service will play a key role in the Student Support Initiative program to enhance the ability of incoming first-year and second-year students to access continuous support and guidance. This position leads a team that provides and coordinates quality customer service responses to a high volume of inquiries and outreach from prospective and current students, parents, and family members.

Through excellent verbal and written communication, this role ensures that Northeastern University responds to students', parents', and family members' needs thoroughly, professionally, and proactively.

This position is hybrid, working on the Boston Campus and remotely.


KEY RESPONSIBILITIES & ACCOUNTABILITIES:
  • Lead, engage, and motivate employees.
  • Actively support a positive team culture.
  • Provide an effective process for performance management and development.
  • Address unsatisfactory employee performance.
  • Responsible for systems to support customer service work.
  • Create customer service goals, frameworks, philosophy, procedures, and training.
  • Analyze data and collect feedback from teams and stakeholders.
  • Coach employees through changes that impact their day-to-day work.
  • Assist employees in navigating business processes and resolving issues.
  • Administer and ensure compliance with university policies.

MINIMUM QUALIFICATIONS:
  • Master's degree related to customer experience, student development, and higher education.
  • 3 years of experience in customer service, problem-solving, and resolving concerns, staff supervisory experience, and use of Service Now or other CS platform.
  • 4-6 years of experience in higher education, with a preferred focus on international higher education, administrative experience, and/or related educational experience.
  • 5 years of experience supporting students and parents, with a focus on international education and/or study abroad.
  • Strong computer skills, with proficiency in Microsoft Suite, Teams, Skype, Five9, Banner, and social media.
  • Demonstrated sensitivity to the needs and concerns of a diverse student population.

Additional Information:
Northeastern University considers factors such as candidate work experience, education, and skills when extending an offer. The university has a comprehensive benefits package for benefit-eligible employees, including medical, vision, dental, paid time off, tuition assistance, wellness, life, retirement, commuting, and transportation. Visit https://www.northeastern.edu/hr/benefits/ for more information. Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. The university values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

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