Manager of Student Services and Operations

Boston, Suffolk County
Jul 21, 2014
About Us Shorelight Education is a U.S.-based education company that funds and manages partnerships with universities to drive institutional growth, create new revenue streams, and expand options for students. Our vision is to bring together innovative universities and global citizens in a movement to educate the world. Shorelight focuses on international/transnational education and a unique student experience. Our diverse and talented team is made up of passionate change-makers who think entrepreneurially and act collaboratively. To learn more about Shorelight Education please visit our website at Job Overview Shorelight Education seeks a Manager of Student Services and Operations (MSSO) to support university partnerships, including international pathways programs. The MSSO supports the Director of Implementation (DI) in building and maintaining all on-the-ground operations of the international pathways programs as part of university/Shorelight partnerships. The MSSO will be a critical player on the implementation team participating in discussions with university partners, supporting day-to-day operations, and liaising with colleagues on the Shorelight Education Corporate team. The successful candidate will be a skilled team player who can effectively support the establishment of innovative educational ventures including accountability for all start-up and continuity details. The main responsibility of this role will be to track all agreed-upon services and concepts with the partnership prior to the launch of the international pathways programs to ensure that all new students are successfully onboarded initially and onwards through the student life cycle. The MSSO will assist the DI with university relationships and support the Student Services Pathways team members (Student Services Directors, Student Advisors, Student Orientation Leaders, and Peer Mentors). The MSSO will be a good strategic thinker with the capacity to see the big picture and attend to the details. The MSSO will have a bachelor’s or master’s degree and at least three years of experience in higher education management or language school operations. Key Responsibilities •Overall responsibility for supporting the implementation of International Pathway Schools by establishing a framework for operations, programs, and services including all student services and the overall student experience •Connect with key university partners and Shorelight Education colleagues to establish trust and partnerships •Assist with devising Pathway Schools that are set-up to retain students and guide, prepare, and motivate them to degree completion •Support the process of establishing Partnership Frameworks including answering all key questions surrounding the operations of the Pathways and the market launches •Support operations including ensuring systems and procedures are established and that all Pathways on-the-ground teams have consistent operational practices •Assist DI with hiring initial student support staff for the partnerships •Liaise with key contacts at partner institutions and Shorelight Education and its affiliates to support the onboarding of new students initially and onwards through the student life cycle •Ensure that each program adheres to the high standards of Shorelight and the partner universities and work to continuously improve the programs •Represent the Pathway Schools internationally and domestically including participation in marketing events, familiarization tours, and through memberships and affiliations Qualifications •Minimum of three years of experience in higher education management with strong communication skills •Proven ability to recruit, lead, motivate, coach, develop, and retain top student support staff •Record of leadership delivering exceptional student experience and meeting operational objectives •Strong organizational and planning skills with the ability to multitask and be attentive to details •Understanding of student support services for international students •Ability to network within higher education circles and command respect among academic leaders •Demonstrated exceptional interpersonal, communication, presentation, and negotiation skills •Problem solving, decision-making, and creative thinking abilities •Proven customer service skills •Tact, patience, and diplomacy particularly with non-native English speakers •A truly international outlook, ability to work in a diverse environment, and exhibit cross-cultural awareness and understanding •High energy level and ability to thrive in a fast-paced environment •Hands-on approach to customer service and business growth •Diligent work ethic •Strong working knowledge of Microsoft applications •Proven experience using CRMs or Student Information databases •Ability to work with project management software •Bachelor’s Degree; Master’s Degree Preferred •Eligibility to work in and travel freely to and from the USA •Experience working with international students in an administrative or academic capacity desired •Experience working within a joint venture and/or a highly matrixed organizational structure •25-50% travel (primarily domestic with limited international) Application Process Interested candidates should submit their resumes and cover letters to Shorelight Education is an Equal Opportunity Employer