Associate Director, International Student Mobility and Customer Engagement

Description

Position Summary: Reporting to the Senior Impact Officer, the Associate Director is responsible for supporting and maintaining various international enrollment management initiatives, leading customer engagement for the Adviser’s Manual 360, administering the #YouAreWelcomeHere campaign, assisting with implementation of events, supporting volunteer leader groups, and coordinating social media messaging. This position is highly collaborative and requires skillful cooperation with both NAFSA staff and external stakeholders.

Lead customer engagement for Adviser’s Manual 360 [30%]

• Provide customer service related to purchasing, renewing, transferring, and managing licenses, as well as addressing access problems or technical issues.
• Compile data on sales and customer service trends to inform retention strategies.
• Collaborate with the Marketing team to promote the AM360 to new audiences and retain existing subscribers. 
• Assist with editing and research for the Adviser’s Manual 360.
• Maintain content on Adviser’s Manual 360-specific procedures in NAFSA administrative guides.
• Consult with Director of Immigration Practice Resources to develop customer-centered solutions in response to customer service situations or needs.
• Serve as administrative contact on issues with internal NAFSA units. 

Maintain and support ongoing international student mobility initiatives [30%]

• Research and identify trends that inform IEM initatives.
• Compile data/reports for marketing and research purposes related to IEM programs, products and services.
• Maintain up-to-date information on sponsors including government scholarships and sponsoring agencies. 
• Support outreach to local embassy community including organizing events in collaboration with external partners. 
• Monitor and update knowledge community (KC)-generated information on discussion forums and networks.

Manage administrative and technical aspects of various IEM-ISSS programs, products and services [25%]

• Manage events support including registration assistance, customer and presenter communication, as well as ensuring the smooth operation of the platform during an event. 
• Review, update and maintain unit webpages in coordination with web content staff. 
• Coordinate and collaborate with internal stakeholders on logistics and provide support for various volunteer leader gatherings including registration, developing run-of-show, preparing program materials and rosters.
• Facilitate administrative and technical support for government officials for in-person and/or virtual participation at annual conference. 
• Compile and distribute Report an Issue submissions to volunteer leaders on a weekly basis.  
• Develop promotional messaging for IEM-ISS Services related products/services including the Adviser’s Manual 360, events, workshops, publications and resources.
• Assist in reviewing and editing IEM-ISS Services related publications.
• Monitor departmental inboxes and coordinate preconference communication with external partners.
• Prepare and inventory materials for the annual conference. 

Serve as staff liaison to the #YouAreWelcomeHere campaign [10%]

• Develop and maintain strategy to engage and support participating institutions.
• Lead social media and web presence through consistent messaging.
• Create and disseminate promotional materials in collaboration with Marketing team.
• Facilitate the implementation of guidelines, policies, and procedures. 
• Manage requests in collaboration with Senior Impact Officer for participation in campaign. 

Complete additional projects as assigned by the supervisor in support of IEM-ISSS, Volunteer Engagement and LPDS [5%]

Requirements

Qualifications (Required)

Bachelor’s degree or the equivalent combination of education and experience; 

Minimum three (3) years for work experience in an international education office at a college, university, membership organization, or similar environment.

• Experience with program management and delivery
• Experience with customer service and stakeholder engagement
• Knowledge of and experience in the International Enrollment Management field, highly preferred
• Flexible, multi-task oriented, creative, and able to work in a fast-paced team environment as well as independently 
• Highly organized and detail-oriented, with ability to effectively prioritize and execute tasks
• Great work ethic and intellectual curiosity
• A track record of excellent customer relations support using a variety of communication mediums and platforms