Learner Services Manager

Learner Services Manager

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
The Learner Services Manager fulfills administrative, technological, and operational responsibilities in support of Learner Services located at the Dedham Campus. The Learner Services Manager drives outbound outreach and inbound support for students in the College of Professional Studies. This position works closely with the Academic and Career Advising team as well as the Enrollment Management unit to best serve students.

Responsibilities:
10% Administrative:

• Assist with student outreach and inbound student interactions (email, phone, text, chat, etc.)
• Serve as point of escalation as necessary (overrides, etc.)
• Communication and marketing support for Learner Services team
• Assist in maintenance of Leaner Services knowledgebase

45% Management:

• Manage team of Learner Services Representatives based in Dedham and Learner Services Assistants in Boston
• Create a cohesive, high quality team; manage performance of team members through feedback, coaching. and development of assignments.
• Hire and manage the team by setting high performance standards reflective of institutional and unit values. Regularly evaluate staff and provide mentoring and coaching to ensure professional growth and development of staff as well as the highest level of service to internal and external clients.
• Train and enable team to use LS resources
• Manage workforce based on organizational, team, and individual goals, including performance management, recruitment, staffing schedules, etc.
• Provide timely guidance, feedback, and clarification of expectations and act to address performance concerns
• Act to align own unit's goals with the strategic direction of the organization
• Participate in defining and assuring a quality service culture.
• Establish an approach through personnel, processes, and systems to deliver to the greater community the highest quality services.
• Design, implement and assess an industry leading programs and services that support institutional recruitment and retention goals.
• Make recommendations regarding opportunities to enhance service using emerging technologies or new programs.
• Assess and plan for future training needs based on student and staff feedback and trends in field
• Analyze and report data related to student engagement, campaigns, and the effectiveness of student outreach
• Interface with units within the Professional Advancement Network, College of Professional Studies, and regional campuses, ensuring all aspects of the Learner Experience are aligned with the strategic goals
• Manage campaigns and outreach, inbound and outbound, based on metrics set forth by the Vice President, Assistant Vice President and Director
• Oversee delivery of high-quality, face-to-face customer service to walk-in visitors to the Advising Office
• Coordinate LS Assistant front-desk coverage, schedules, and operational tasks for the Advising Office

45% Technology/Data Analysis:

• Coordinate data and reporting needs for Learner Services
• Help in identifying and implementing technology to better serve our student population
• Build culture of data-driven decision making on team by regularly using data to drive areas of outreach

Qualifications:
Bachelor's degree required (Master's preferred) with 3 to 5 years of administrative and operational experience, preferably in higher education. Attention to detail and effective oral and written communication skills, including grammar, punctuation, and proofreading a must. Demonstrated experience managing and/or partnering on individual projects is a plus. Needs to have the following: the ability to listen; problem-solving skills; ability to take appropriate steps to promote and sustain effective working relationships within a diverse multicultural environment; ability to engage and work in collaboration; ability to navigate with respect and diplomacy and respond to multiple constituencies; Must also be able to maintain a professional demeanor and composure in response to multiple demands and competing priorities. Must be able take initiative to work independently, with flexibility and integrity. Must be accomplished in using Banner, Five9, Microsoft Office Suite, Salesforce, and Tableau.


Preferred Qualifications:

Salary Grade:
10

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://careers.pageuppeople.com/879/cw/en-us/job/508394

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