Associate Director - Global First-Year Programs - Customer ServiceAbout the OpportunityJOB SUMMARY:The Associate Director - Global First-Year Programs - Customer Service will play a lead role in the Student Support Initiative program to enhance the ability of incoming first year and second year students to access the continuous support and guidance they need to thrive on 'Day One.' The primary role of the Associate Director is to lead a team that provides and coordinates quality customer service response to a high volume of inquiries and outreach from prospective and current students, parents, and family members. Through excellent verbal and written communication, this position plays a key role in ensuring that NU is responding to students, parents, and family members' needs thoroughly, professionally, and proactively.
The Associate Director - Global First-Year Programs - Customer Service 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 that provides measurable goals, clear expectations, and solid direction to each team member.
- Address unsatisfactory employee performance including developing, delivering, and monitoring performance improvement plans.
- Responsible for systems to support customer service work.
- Create customer service goals, frameworks, philosophy, procedures, and training.
- Analyze data, collecting feedback from their teams, and working with key stakeholders across the University.
- Coach employee/team 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 ed required.
- 3 years experience in customer service, problem-solving and resolving concerns, staff supervisory experience, and use of Service Now or other CS platform required.
- 4-6 years experience in higher education, with preferred focus on international higher education, administrative experience and/or related educational experience required.
- 5 years experience supporting students and parents. Focus on international education and/or study abroad is preferred.
- 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.
Position TypeStudent Services
Additional InformationNortheastern 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.
To learn more about Northeastern University's commitment and support of diversity and inclusion, please see
www.northeastern.edu/diversity.
To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Associate-Director---Global-First-Year-Programs---Customer-Service_R128734
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