This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Under the supervision of the Director of Global Student Success, the Assistant Director (AD) assists with all aspects of student and parent customer service, enhancing the level of customer satisfaction. Coordinates with the Education Innovation Customer Service team and serve as their second line of support for families or students from the EI customer response team, and escalates issues to senior level Student Life staff as needed. Participate in rotating Emergency Phone duties with other Global Student Success colleagues, while students are abroad. Triage and respond to emergency issues outside of office hours; escalate issues as appropriate to management. Manage any escalated student/parent problems or concerns before arrival, upon arrival, and regarding the transition to Northeastern University. Help to coordinate and manage communications to families and students in partnership with the Global Experience Office (GEO). Support Associate Directors of Global Student Success in the management of individual program sites under their purview. Contribute as part of site selection teams which requires travel to international sites. Assist with the hiring and training of on-site staff.
Utilizes working knowledge of higher education student life, global learning and student development theories and interacts with departments, institutions, organizations, students, parents, faculty, and other individuals both on and off campus in a fast-paced international environment and supports additional mobility programs.
Expected to travel to conduct trainings, site visits, attend, facilitate, and or prepare meetings or conferences domestically and internationally.
This position can be based in Boston but is not required to be based in Boston, with extensive international travel to provide oversight of program staff and sites. Hybrid work schedule possible for Boston based staff.
Knowledge and skills for this position are typically obtained through completion of a Bachelor's degree with one to three years of higher education administrative experience required, preferably in student life.
Working knowledge of student life, international travel, and the impact of crossing cultures on the student learning abroad is required.
Ability to work well with limited supervision, both independently and in a team environment.
Customer service experience is essential.
Effective oral and written communication skills. Proficiency in languages other than English a plus.
Effective intercultural communication skills. Proven ability to positively engage people from diverse cultural and linguistic backgrounds.
Strong interpersonal skills, sufficient to inspire others and to work effectively and collaboratively with students, faculty, staff, alumni, and other stakeholders.
Professionalism and collegiality; ability to interact with global partner representatives, faculty, and students in a highly professional manner with an understanding of protocol and confidentiality. Must effectively represent the University to outside institutions and universities.
Critical thinking skills, ability to exercise sound judgment and discretion, and ability to make decisions in a timely manner in high-pressure situations - staff will participate in an emergency phone rotation.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
1) Customer Service
Collaborate with GEO and EM Marketing teams on comprehensive and consistent communication flow to prospective and past students and parents of cohort first-year programs.
Contribute to developing, updating, and revising information on programs in the assigned portfolio for various publications and the communication plan for the entire life cycle of assigned programs. Serve as a point of contact for logistical planning for GEO Program Development Team, the international partner colleagues, and the Northeastern community.
Assist in the development of location-specific policies and logistics. Serve as a main point of contact for families and students both pre-departure and during program execution. Assist with all aspects of student and parent customer service, enhancing the level of customer satisfaction.
2) Program Management Support- Help to coordinate pre-departure Orientations and on-site orientations with GEO and partner institutions. Collaborate extensively and effectively with international partners and colleagues within GEO and across campus to prepare students fully for the program. Coordinate execution of end of semester evaluations for students and parents in collaboration with NU Enrollment Management and GEO colleagues responsible for assessment. Work closely with Student Life, Residential Life, and Office of Global Services (OGS) on continuous improvement of the transition of N.U.in students to Boston. Support Associate Directors as needed with program and staff management on site. Participate as part of the site selections process. Coordinate with Student Life staff of Boston based resources on behalf of sites as needed. Assist with hiring and training of on-site program staff.
3) Emergency Response
Serve as escalation point from EI Customer Service
Participate in rotating Emergency Phone duties with other Boston-based colleagues, while students are abroad. Triage and respond to emergency issues outside of office hours; escalate issues as appropriate to management.
Manage any escalated student/parent problems or concerns before arrival, upon arrival, and regarding the transition to Northeastern University. Provide timely communication to leadership about all escalated matters including upon resolution. Identify any trends and recommend systemic responses and/or changes.
4) Relationship Building and Collaborations
Partner with GEO and Global Student Success team on annual revisions and enhancements of existing cohort programs, and on brainstorming new ones. Partner with NU's Orientation office and key campus colleague on coordinating content of orientations and transition events. Work with Associate Directors to place Program Management staff returning following on site programs.
5) Participate in Student Life and university projects as necessary. Serve as needed in other Global Student Life campuses. Serve as a part of new campus Student Life deployment team. Other duties as assigned.
Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern 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.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.