Assistant Director of Chapter Services

Summary: The Assistant Director of Chapter Services (ADOCS) manages resources and services and supports a portfolio of chapters. Working closely with graduate advisors, the ADOCS serves as the primary International Headquarters (IHQ) contact for his/her portfolio of undergraduate chapters and campus-based fraternity & sorority life advisors to promote the success of undergraduate chapters. The ADOCS will provide support to graduate advisors and undergraduate chapters through virtual meetings and in-person visits, when appropriate, by coaching and advising on all aspects of chapter operations.

• Classification: Full-time; exempt
• Location: Lexington, KY or approved remote locations
• Supervisory Relationships: This position reports to the Associate Director of Chapter Services. This position has no supervisory responsibility. 

Qualifications

• Bachelor's degree required
• Two years of professional work experience preferred
• Member of Phi Gamma Delta strongly preferred

Required Skills

• Must be a self-starter; highly organized and detail-oriented
• Time management skills that demonstrate an ability to prioritize tasks effectively, meet deadlines consistently and maintain productivity in a fast-paced work environment
• Ability to think critically, problem-solve, and provide solutions to concerns presented by graduate advisors, undergraduate chapters and other key stakeholders
• Must possess excellent written, verbal and interpersonal skills
• Strong customer service orientation with a focus on satisfaction
• Able to analyze and evaluate chapter needs and design, develop, and implement resources for support which generates positive change and growth
• Ability to manage multiple projects simultaneously
• Capability to learn the Fraternity's database software (Raiser's Edge)

Desired Skills & Experience

• Proven experience in a client service role
• Proven ability to address concerns and effectively resolve conflicts to ensure satisfaction and maintain positive relationships.
• Proficiency with customer relationship management (CRM) systems

Key Responsibilities: The core responsibilities for this position are outlined below and may change from time to time in accordance with Phi Gamma Delta's needs. Additional duties may be assigned as needed.

Chapter Consulting & Coaching:

• Serve as the primary contact for a portfolio of undergraduate chapters and their advisors.
• Support chapters and graduate advisors with their assessment and implementation of strategies to develop short-to-long-term goals.
• Proactively engage in coaching calls with graduate advisors and chapter officers to support operational success. Respond to chapter needs in a timely and professional manner.
• Develop and provide relevant, useful, and up-to-date resources for chapters in coordination with other members of the Fraternity staff.
• Conduct in-person chapter visits when appropriate.

Relationship Building:

• Develop and maintain positive and professional relationships with graduate advisors, undergraduate members, campus-based fraternity & sorority life advisors and other key stakeholders.
• Engage in regular check-ins with graduate advisors, chapter officers and campus-based professionals.
• Proactively reach out to chapters to check on and review progress related to chapter operations and key internal metrics.

Communication & Reporting:

• Analyze internal data related to chapter performance and develop strategies to improve chapter operations.
• Track interactions with chapters and follow-up on unresolved issues.
• Ensure chapter details and data are updated in the Fraternity’s database software (Raiser’s Edge).
• Document interactions with chapters and the support provided in appropriate systems.
• Communicate chapters’ needs to relevant team members and/or stakeholders to collaboratively design and implement support strategies.
• Produce a Chapter Support Report for each chapter at the end of each academic term that details information including, but not limited to, the support provided to the chapter, areas of continued support and goals/action steps to sustain the chapter’s success.

Miscellaneous:

• Regular travel throughout the year (anticipated 25-40%). Travel time may vary depending on time of year and chapter needs.
• Present programming materials for various Phi Gamma Delta events.
• Attend various Fraternity and interfraternity events.
• Assist with conduct investigations, related coordination with university partners and monitor compliance with Fraternity-imposed sanctions.
• Other duties as assigned.

Application Requirements: If your resume was written with AI, you must include a note that says, "This application was written with AI."