Assistant Director – Global First-Year Programs

The primary role of the Assistant Director - Global Network First-Year Programs - London Scholars is to provide quality customer service to students and parents (both prospective and committed). Through excellent verbal and written communication, the Assistant Director plays a key role in ensuring that Northeastern University (NU) is responding to prospective and current students’ and parents’ needs thoroughly, professionally, and proactively. The Assistant Director will practice active listening, empathy, and professionalism when responding to requests. 

The Assistant Director - Global Network First-Year Programs - London Scholars is expected to maintain a working knowledge of applicable NU programs to answer all inquiries with confidence and ease, to provide high-level triage for unique and ad hoc inquiries, escalating as appropriate, and to take proactive steps to enhance existing protocols and systems of daily communication. In addition to providing excellent customer service, the position supports event planning and performs general administrative tasks. This role will support the London Scholars Program and the efforts of the Associate Director - Global Network First-Year Program - London Scholars to develop strong relationships with Northeastern University London campus partners. 

As a part of the Global Network First-Year Programs team, the Assistant Director will participate in rotating Emergency Phone duties with other team members during the academic year. This will include triage and response to emergency issues outside of office hours; escalating issues as appropriate to management; and managing any escalated student/parent problems or concerns before arrival, upon arrival, and regarding the transition to Northeastern University. 

The Assistant Director - Global Network First-Year Programs - London Scholars will also be responsible for developing and maintaining a strong working relationship with the Global First-Year Programs Customer Service team and gaining knowledge of the customer service protocols and systems in place to support communication with prospective and enrolled London Scholars and their families.  

The Assistant Director may supervise staff and will be responsible for selecting, onboarding, and continually developing employees in a way that creates an environment that inspires employees to do their best work. 

The Assistant Director will report to the Associate Director – Global Network First-Year Programs – London Scholars. This is a remote position with in-person and international travel at key periods (admitted student days, pre-departure orientation, move-in/departures, and office hours as needed). Ability and willingness to work early hours to better match the United Kingdom time zone as well as occasional evening and weekend hours required. 

MINIMUM QUALIFICATIONS:

• Knowledge and skills required for this position are typically gained through a bachelor's degree in higher education, communications, international education, or related field (master's degree preferred) plus at least 3 years of experience supporting students and parents in higher education.  

• Intermediate knowledge of student life, international travel, the impact of crossing cultures on the student learning abroad, and student visa regulations in the UK preferred. 

• Communications, administrative experience, and/or related educational experience preferred. 

• Supervision/management experience preferred. 

• Strong interpersonal, diplomatic, and intercultural communication skills (both verbal and written).  

• Ability to exercise sound judgment and make good decisions.  

• Strong organization, prioritization, time management, and follow-through skills.  

• Demonstrated sensitivity to the needs and concerns of a diverse student population. 

• Proficiency in Microsoft Suite, Teams, CRM platforms, enrollment platforms, and social media. 

KEY RESPONSIBILITIES & ACCOUNTABILITIES:

Customer Service 

• Provide and coordinate both written and verbal quality customer service response to student and parent inquiries. 

• Maintain working knowledge of applicable NU programs. 

• Triage and manage the flow of incoming student and family inquiries.

• Support yield, enrollment, pre-departure, and other events, as needed. 

Emergency Response 

• Participate in rotating Emergency Phone duties with other Boston-based GEO 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. 

Supervision 

• Select, onboard, and supervise 2-3 full time staff and/or Co-op students, as needed. 

• Develop and maintain expectations and performance goals for staff. 

Relationship Building 

• Maintain strong relationships with NU London colleagues to ensure smooth delivery of programs and coordinated response to any issues. 

• Establish and maintain relationships with various internal stakeholder teams.