ASSOCIATE DIRECTOR, UNIVERSITY SERVICE CENTER, Enrollment

Tracking Code22500105460608Job Description

About the Role

Boston University’s University Service Center (USC) seeks an Associate Director. The Associate Director plays a critical role in Boston University’s success and retention efforts by assisting students with complex problem resolution—particularly concerns that are sensitive in nature or involve multiple University departments. This position supports students directly as well as through collaborative work with colleagues in a variety of advising and student service areas. This position requires occasional evening and weekend work, for example: weekly evening staff meeting, at specific University events (Commencement, Orientation, semester move-in), and in support of particular high-volume times of year.

The Associate Director works with faculty and staff in a variety of University offices and areas, including but not limited to Financial Assistance, Student Accounting Services, Student Health Services, Behavioral Medicine, Wellness & Prevention, Registrar, Housing, Residence Life, the University Police Department, Disability & Access Services, Ombuds, and advisors and deans across the various academic units. This role reports to the Senior Associate Director of the USC.

The Associate Director primary duties include:

• Providing direct service to students, parents, and colleagues by assisting in the resolution of a wide range of complex problems, which may have sensitive, personal, academic, and financial components;
• Coordinating efforts of multiple offices to ensure holistic and streamlined support for students;
• Counseling students who are considering a leave of absence or withdrawal from the University;
• Facilitating re-enrollment for students returning after a break in studies for health and other reasons;
• Researching requests for exceptions to the tuition refund schedule;
• Educating the BU community regarding services provided by the center;
• Managing assigned projects and committee work and;
• Supporting office administration and University retention initiatives.

About the Organization

The University Service Center (USC) is part of the Enrollment & Student Administration unit (ENSA). The USC plays a critical role in Boston University’s student success and retention efforts by assisting students with complex problem resolution, in particular concerns that are sensitive in nature or involve multiple University areas. Staff support students directly, as well as through collaborative work with colleagues in a variety of advising and student service areas.

Across the 11 departments of ENSA, we are dedicated to ensuring that our policies, practices, and services meet the needs of an increasingly diverse University community of students, families, faculty, staff, and alumni. We do so through a lens of respect, and a commitment to encouraging the personal success and productivity of all employees. To read more about Boston University and our commitment to diversity and inclusion, please visit https://www.bu.edu/diversity/about/diversity-statement/

About Our Benefits

This position is eligible to work remotely up to one day per week following the completion of a training period. Boston University offers generous benefits including health insurance, dental insurance, life insurance, tuition remission, retirement plan, and paid time off.

Required Skills

A cover letter is required for consideration.

About the Candidate

A Bachelor’s degree is required for this position. A Master’s degree is preferred. We are seeking a candidate who:

• Has 5-8 years of progressively responsible experience in one or more of the following areas: complex problem resolution, customer service, advising/student services, project management.
• Is committed to equity, diversity, and inclusion.
• Demonstrates excellent interpersonal and written communication skills,
• Works sensitively and effectively with people of diverse backgrounds;
• Can work independently as well as collaboratively with individuals at various levels within the University community (colleagues, students, alumni, administrators, faculty, staff), as well as with external audiences;
• Displays strong organizational and prioritization skills, including the ability to anticipate office needs, set priorities in consultation with others, juggle multiple tasks, and meet all deadlines in a high-volume environment.
• Has the ability to balance multiple competing priorities and to shift roles throughout the day (supporting students and managing project work).

In addition to the above, our ideal candidate:

• Has interest/experience in higher education and demonstrated passion for compassionate problem solving--we are seeking individuals who use analytical skills, empathy and sound judgment in complex problem resolution and retention work;
• Takes initiative in learning new technologies and systems to better support office workflow and the student experience, and;
• Is flexible and supportive of colleagues on the team, our student body, and other members of the University community.

Familiarity with higher education student records systems will be helpful in performing this role, however the department is willing to train these skills with the right candidate.

Please note that the department may request a writing sample as a component of the search process, and that the interview process will require completion of a timed writing exercise.

Please note all newly hired staff and faculty, will need to be in compliance with Boston University’s COVID-19 Vaccination and Booster Requirement within 30 days of date of hire. You must upload your vaccine documentation or request a medical or religious exemption (instructions). For further information on the University’s response to COVID-19, please visit the Back2BU site.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

Job LocationBOSTON, United StatesPosition TypeFull-Time/Regular