The Program Manager position in the Office of Global Services ( OGS ) will serve as the first point of contact for the students, staff and faculty members that visit the department both in person and virtually. This position will manage daily administrative and operations activities of the Office of Global Services, involving students, faculty, and staff. In addition, this position will be responsible for overall and holistic programming for all international students and scholars on cultural, immigration, and personal concerns; coordinates programs and workshops that support departmental goals with a positive impact on retention: planning and implementing new student orientation programs for all international students; developing connections with off-campus resources; collaborating with other University departments.
COMMUNICATIONS
Strong oral and written communication skills are essential. Responds to email, voice mail andpe rsonal communication effectively and accurately. Able and willing to communicate immigration regulations and institutional policy. Ability to communicate effectively to a large international population with varied English language skills.
CUSTOMER SERVICE
Provides excellent customer service to internal and external customers (students, faculty, staff, government agencies, immigration lawyers). Relationships and customer service is extremely important in working with the IIT community, especially diverse/international students. The
Program Manager will evaluate and improve office operations, including but not limited to, front desk operations, phone coverage, case escalations, and case distribution, customer service standards and reporting. They will collaborate with campus partners to effectively update office operations as needed and implement new processes and systems to accommodate student population.
Special Schedule Requirements
Occasional after hours and weekends.
EEOC Statement
Illinois Institute of Technology is an EEO /AA/Title VI/Title IX/Section 504/ ADA / ADEA employer dedicated to building a community of excellence, equity, inclusion and diversity. It is committed to fostering an inclusive environment and actively seeks applications from individuals of all backgrounds and identities regardless of race, color, sex, marital status, religion, national origin, disability, age, unfavorable discharge from the military, status as a protected veteran, sexual orientation including gender identity and expression, order of protection status, and/or genetic information. All qualified applicants will receive equal consideration for employment.
Qualifications
Education & Experience
Desired Qualifications:
Bachelor’s Degree from an accredited institution;
Minimum 2 years of professional experience working in a college or university setting
High Computer literacy, with specific knowledge of all Microsoft Office products and Google applications;
Preferred experience working with university systems such as BANNER , Terra Dotta;
Previous experience working with an international population is preferred;
Ability to work in a very fast paced environment is key to this position;
Excellent interpersonal skills with the ability to work collaboratively with faculty, staff and students;
Demonstrated effective problem-solving skills and to be solution oriented is highly desirable;
Effective cross cultural communication skills, both written and verbal, and strong interpersonal skills required.
Knowledge & Skills
Proficiency in Microsoft Word and Excel. Experience working with databases. Excellent organization and communication skills. Interest, enthusiasm and the ability to appreciate cultural differences. Detail oriented and able to work independently and in a team setting. Articulate, highly resourceful, flexible, well-organized, detail-oriented, and accurate with strong analytical skills. Ability to successfully manage tasks and priorities in a fast paced environment
SUPERVISION & BUDGET AUTHORITY
This position will supervise between 3-5 student workers.
Physical Environment and Requirements
This position is mostly performed in the office, and is NOT a remote position.
Certifications and Licenses
List any certifications or licenses that are either required or helpful in performing the job, designating whether required or preferred.
N/A
Key Responsibilities
Key Responsibility
Support and implement international student pre-arrival programs, orientation, transition and acculturation programming.
Ensure that new international students receive appropriate information through the website, on line orientations, in person orientations about maintaining status and resources available for international students.
Manage the new student check in process for incoming students (fall, spring and special programs); work with the registrar and academic advising offices to ensure students are properly checked in each semester.
Develop new and support existing programs to address the needs of international students on campus including specific programming directly related to F-1 and J-1 visa holders.
Develop and deliver content for programs as assigned by Supervisor.
Attend events as necessary to ensure on-site success. Evening and weekend work is required.
Percentage Of Time
45
Key Responsibility
Coordinate OGS operations, customer services, and office management, including initial advising and communication with students and other clients.
Respond to students, scholars, and visitors through a managed customer Service management system and serving them through omni-channel communication including but not limited to websites, blogs, videos, emails, phone calls and virtual/in-person appointments.
Responsible for managing workflow of customer service requests and managing escalation matrix effectively to the appropriate OGS staff and leadership.
Manage the customer desk coverage, including phone, email, front desk, the appointment schedule of the advisors, including preparing the late coverage and travel signature hours, etc.
Primarily responsible for customer service extended to students, scholars and others who seek the services of the OGS by providing or scheduling front desk office coverage and by addressing immigration-based inquiries from students and scholar
Maintain OGS’ systems and technology including but not limited toTerra Dotta, Banner, email systems and more.
Percentage Of Time
30
Key Responsibility
Other duties as assigned by Supervisor, Division, or University.
Percentage Of Time
5
Key Responsibility
Hire, train, supervise administrative temp employees, interns and/ or student workers.
Supervise front desk operations and workflow to provide positive customer experience.
Create and implement a strategic plan with staff to ensure top of the line customer service experience.
Derive reportable metrics per functional units at OGS in conjunction with OGS leadership, establish reports, utilize them to make recommendations on staffing, functional and support needs.
Coordinate communication, documentation, website updates, and staff training in collaboration with the Senior Director and other OGS managers. Oversee office management including facilities, inventory, purchasing, technology purchases, asset management, finance management, and other function as required.
Percentage Of Time
20
Posting Information
Work Hours
Monday – Friday, 8:30 a.m.-5:00 p.m.
Position Category
Full Time
Posting Date
10/13/2023
Closing Date
Posted Until Filled
Yes
Quicklink for Posting
https://iit7.peopleadmin.com/postings/9912