Learner Services Manager

May 26, 2017
Institution Type
Four-Year Institution

Northeastern University

Learner Services Manager

Requisition Number: STFR003744

Division/College: College of Professional Studies

Location: Boston Main Campus

Full-time/Part-time: Full Time


The Learner Services Manager fulfills administrative, technological, and operational responsibilities in support of Learner Services co-located at the Boston and Dedham Campuses. The Learner Services Manager drives outbound outreach and inbound support for students in the Professional Advancement Network and the College of Professional Studies. This position works closely with the Academic and Career Coaching team as well as the Enrollment Management Contact Center to serve students.

This position will focus on three major areas of responsibilities management of the Learner Services team, data analysis and technology implementation, and administrative work. The Learner Services Manager will manage a team of Learner Services Representatives based in Dedham and Learner Services Assistants in Boston. They will create a cohesive, high quality team; manage performance of team members through feedback, coaching. and development of assignments. This position will establish an approach through personnel, processes, and systems to deliver to the greater community the highest quality services. In addition, they will manage campaigns and outreach, inbound and outbound, based on metrics set forth by senior leadership. In order to create successful campaigns to support the student experience, the Learner Services Manager must utilize the current technology, explore innovative options, and analyze past and present student data. To further develop the Learner Services team, this position will assist in maintain of the knowledgebase, assist with outreach when necessary, and serve as a point of escalation for the team.


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 and analytical 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 complicated institutional terrain 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, competing priorities, in a multicultural environment and with frequent interruptions. Must possess a strong collaborative and customer service orientation. Must be able to anticipate needs of the Assistant Vice President and the unit and take initiative to work independently, with flexibility and integrity in a changing office environment with multiple priorities. Must be accomplished in using Microsoft Word, Excel, Access, Power Point, Salesforce, and related presentation software programs and the Internet.

Additional Information:

To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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