Department: Kellogg Career Management Ctr Salary/Grade: EXS/6
The Career Management Center Customer Service Experience Manager is responsible for managing the student and recruiter experience interactions with the reception area for the entire Career Management department, overseeing core day-to-day operations, oversee the operations of the Career Management Center Operations team in the absence of the Director of Operations. This individual will manage a team of two Program Assistants and also coordinate work-study students and summer-interns contributions to front desk coverage. This team member will identify new efficiencies in current operational processes and ensure that the department is providing exception customer service. He/she will coordinate cross-functional support across the Full-time, Evening & Weekend, EMBA and Alumni teams.
Oversees & ensures that day-to-day operations are appropriately managed, efficient and effective.
Manages customer service interactions impacting the entire Career Management department.
Creates associated practices & procedures & metrics to measure success.
Manages scheduling coverage for front desk including training for back-up support for all forms of communication with students, staff and recruiters.
Develops, maintains & reports on quantitative and qualitative performance measures.
Oversees documentation of agreements between NU and partner organizations, ensuring that agreements are completed, appropriately reviewed, approved, and adhered to by all parties.
Acts as liaison to IT to ensure technology systems are properly installed & maintained & meet the informational, analytical & computing needs of users.
Ensures necessary hardware, software & network infrastructure services are appropriated from central or internal IT.
Issues work order requests for maintenance, repairs & upgrades.
Applies HR policy to maximize effectiveness of HR administration to meet strategic plan objectives.
Manages scheduling coverage for front desk, including training for back-up front desk support and work study staff.
Researches competitor, and state-of-the art developments to enhance, improve, and innovate program curricula and delivery to better meet goals & objectives.
Coordinates with program/project sponsors on the delivery of all onsite instruction and provision of logistical support.
Recruits, trains and assigns faculty/instructors to support student service offerings.
Oversee development and implementation of new program/project initiatives.
Manages relationships with partners, foundations, etc. and coordinates logistical support
Continually assesses and innovates program/project to achieve educational goals.
Develops strategy for program/project growth and expansion.
Manages development & implementation of processes & procedures for all safety, security & compliance programs.
Manages compliance with all applicable federal, state, local & NU laws, regulations, policies & procedures.
Develops the creation &/or implementation of associated training.
Participates with area unit senior staff in the conceptualization, development and presentation of materials used in functional operations.
Reviews plans, meets with leadership & key faculty & staff.
Provides advice & counsel & recommends changes & improvements to functional operations to better meet organizational needs & objectives.
Oversees departmental communication, ensures timely response to all questions, troubleshoots and triages issues in an effort to provide exceptional service to students, staff and recruiters.
Supervises check in process for student career coaching and on campus interviews for students and recruiters for Full-time program. Collaborates with key Career Management stakeholders to ensure highest level of customer service to students and exceptional recruiter experience.
Implements an advising system to support all students, including working directly with prospective and enrolled students on career preparation.
Implements a department strategy for structure, process, & staff support of students.
Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
2 years program/project administration or other relevant experience.
Minimum Competencies: (Skills, knowledge, and abilities.)
Advanced proficiency in the use of management systems, Microsoft Office Suite, email and web browsers
Professional verbal and written communication skills
Strong organizational skills and the ability to work with minimal supervision.
Proven ability to multitask and perform well in a fast paced environment.
Exceptional interpersonal skills and experience working within a team.
Able to manage stressful situations with grace.
Preferred Qualifications: (Education and experience)
Master’s degree preferred.
3-5 years of program/project administration or other relevant experience.
Experience working in higher education, particularly master’s level students.
Operations experience in higher education.
2-5 years of management experience.
Preferred Competencies: (Skills, knowledge, and abilities)
Capacity to work under pressure and comply with deadlines.
Familiar with survey tools, project management platforms, CRM systems.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 36123
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.