Asst Director- Global Client Experience

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Job Summary

The Assistant Director, Global Client Experience is a strategic and operational leader responsible for overseeing the university's client support services across all global campuses. Manages the in-person operations and support teams as well as the managed service provider that handles all calls, chats, and email support for the university and ensures consistent, high-quality support services throughout Northeastern's global network across all support channels.

Serves as a customer-centric technology leader with exceptional communication and operational management abilities, developing and implementing support standards, building high-performing teams, and creating an exceptional service culture that meets the diverse needs of the university community across all campus locations. Sets performance standards, develops operational procedures, oversees staffing and scheduling, and implements continuous improvement initiatives for all client support operations. Serves as the primary escalation point for complex support issues and the key liaison between global campus leadership and central IT services regarding client experience matters.

Utilizes expertise in IT service management, team leadership, performance metrics, and customer experience design, combined with strong analytical and problem-solving skills and adapts to different cultural contexts and balances the unique needs of diverse campus locations while maintaining consistency in service delivery and technical standards.

24/7 business continuity:

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day. Flexibility and a strong sense of urgency are essential for success in this position.

Other duties as required:

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success. A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

**Applicants must be authorized to work in the United States. The University is unable to work sponsor for this role, now or in the future.

Minimum Qualification

Knowledge and skills required for this position are typically acquired through the completion of Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent combination of education and experience and five years of experience in IT support, service management, or related technical roles and three years of experience in leadership positions managing support or retail teams.

Additional Skills:

·        Experience in setting and implementing service standards and operational procedures

·        Strong understanding of IT service management principles and best practices

·        Experience with service management platforms and support metrics analysis

·        Excellent interpersonal, leadership, and communication skills

·        Demonstrated ability to build and maintain effective working relationships with diverse stakeholders

·        Experience implementing customer experience improvements and measuring success

·        Proven track record of managing vendor relationships and contracts

·        Strong problem-solving abilities and analytical skills

·        Ability to work in a fast-paced global environment and adapt to changing priorities

Key Accountabilities & responsibilities:

1) Global Client Support Operations Management