Senior Assistant Director of Student Accounts, Customer Experience

Senior Assistant Director of Student Accounts, Customer Experience

About the Opportunity

Reporting to the Associate Director of Student Accounts and the Director of the Enrollment Management Contact Center and working collaboratively with the Senior Director of SFS, the Senior Assistant Director of Student Accounts has the primary charge of promoting positive customer experiences within the Student Accounts unit and the Enrollment Management division. This position plays a critical role in service delivery across both undergraduate and graduate students and is charged with monitoring service levels within Student Accounts and working with colleagues within SFS and the EMCC to ensure that established service measures are met. The Senior Assistant Director liaises with the EMCC on a daily basis to ensure that contact center staff have the necessary information to assist callers and manages escalated and special cases to identify appropriate resolutions.

The Senior Assistant Director plays a direct role in developing, maintaining, and monitoring service metrics to assess the impact of specific initiatives, and establishes, maintains, and develops service expectations focused on response times, clear communication, and issue resolution. This position will work directly with staff in the Enrollment Management Technology unit to optimize the Service Now platform to understand customer engagement and behavior, identify and anticipate customer needs, and formulate recommendations and solutions that respond in-time to patterns and trends in service need.

The Senior Assistant Director will also have the responsibility of overseeing a proactive communications strategy aimed at providing students and families with timely information and enabling a culture of self-service. To this end, the Senior Assistant Director is responsible for creating, coordinating, and maintaining all communications for Student Accounts, including website updates, collaborating with EM Marketing regarding communication to incoming students, collaborating with Student Accounts management, EMCC and others to create and deliver communication to returning students and unique populations such as NUin, Global Scholars, and NU Immerse students.

Bachelor's degree; 3-5 years of progressively responsible experience in higher education. Must have a high level of customer service skills and attention to detail. Experience using PowerFAIDS, Service Now and Banner preferred. Demonstrated success working with a diverse student population. Experience with project management. Ability to multi-task, be self-motivated, organize time and work under pressure and deliver quality outcomes on time. Commitment to excellence in student service. Ability to use Microsoft Access, Excel, and Word to aggregate data, create appropriate internal and public communications, and produce management reports as needed. Strong written and verbal communications skills, in one to one and large group situations.

Position Type

Enrollment

Additional 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/Senior-Assistant-Director-of-Student-Accounts--Customer-Experience_R108218 jeid-48dfc686e66a9d4dbdc91c662b42bd2c