Job title: Assistant Director, Customized Programs
Status: Full-time, exempt
Schedule: M-F, 8.30a.m. – 4.30p.m, including working beyond core office hours as required by the needs of the position and organization
Reports to: Director, Customized Programs
Direct reports: CP Specialists; Seasonal Temporary help
Start date: ASAP
Location: Chicago, IL, USA
Summary of position:
The Assistant Director works with the Customized Programs team in the development and sale of IES Abroad Customized Programs. The Assistant Director supports the sales effort by overseeing student services and communications (including campaigns), systems and database management (including working with software vendors), as well as operations and documentation management. As part of the student support services, the Assistant Director will also provide recruitment and orientation support, as well as develop and conduct orientations to Customized Programs. He or she also supports internal (associates and specialists) and external (students/schools) constituents and develops and improves processes.
The Assistant Director is the primary IT systems manager for the Customized Programs team. The Assistant Director will also be responsible for championing customized programming within IES Abroad by developing and maintaining productive relationships across departmental lines and improving and overseeing operations/students services/systems within the Customized Programs team.
In addition, the Assistant Director will manage certain aspects of the Customized Programs team's won business and manage projects as required.
Essential job responsibilities & duties
Based on departmental and organizational initiatives and goals:
Student Services Management
- Oversee and manage Customized Programs student communications in collaboration with Customized Programs Specialists and act as schools' escalated contact on matters related to pre-departure preparation, including questions from students/parents.
- Oversee communication campaigns.
- Answer escalated student-client questions to ensure that students have submitted all required documentation.
- Work with CRMs and other colleagues to enable program enhancements at the client's request.
- Maintain program offerings knowledge-base for all IES Abroad Centers to effectively manage student communications and ensure Customized Programs Specialists and team deliver exceptional client and student service and to support the sale of programs to schools.
- Oversee the editing process for pre-departure information on paper and online and assist Customized Program Specialists as needed
- Work to aid institutions in recruiting and orientation for viable programs and to procure enrollment rosters.
- Increase orientation support (both on-site and online) for schools and develop and deliver, as needed, orientation programs for schools.
- Work with CRMs and schools to create recruitment plans and orientation support for students.
- Review and explain IES Abroad program policies, procedures, and requirements to students and develop these with Director.
- Create proactive and appropriate communications for students; respond in a timely manner to escalated student issues.
- Partner with Marketing team on student communication development.
- Ensure timely and accurate transfer of program details/information with team members.
- With Director and CRMs, manage and oversee team's won business. Manage communication and process to ensure consistent level of customer service to clients through entire process.
Process & Systems Management
- Manage, improve, and monitor internal operations, systems, and efficiencies within the department. Inform the Director of any issues or problems.
- Act as the primary Customized Programs administrator for Customized Programs IT systems, and oversee the client relationship management system, proposal pricing system and website management system. Manage updates and upgrades to systems and make enhancement recommendations.
- Ensure integrity of systems data.
- Liaise and collaborate with IT and Marketing on management of our user's portal, public website, and other software in accordance with guidelines and internal controls.
- Provide training and guidance/mentoring to newly-hired staff involved in the customized program development process, as related to operations and process management.
- Produce and maintain departmental process and training manuals, documenting procedures, as it relates to systems usage.
- Manage IT issues and serve as department contact for testing, enhancements, and reporting for systems.
- Oversee the designing, testing and implementing of new organization-wide software and enhancements as they relate to Customized programs, such as the new client portal, student database, and CRM applications, in collaboration with other departments.
- Develop and anticipate improved system work flows.
- Work closely with Customized Programs team to identify opportunities for future system development and to assist with maintenance and troubleshooting of current functionality.
- In conjunction with Director, manage data requests/analysis from the organization (enrollment, diversity, etc).
- Troubleshoot systems and operations issues in the Customized Programs department and work with other departments/vendors as needed
- Make recommendations on how to improve operations and manage transitions and enhancements in conjunction with the Director.
- Manage Customized Programs Specialists (and temps/interns, if applicable)
- Monitor and support Centers and Program Associates on maintaining and updating database of program component costs for designated Centers.
- Manage the campaign flow process for student follow up using IES Abroad's databases.
- Oversee students' and faculty/staff's program evaluation process
- Must be able to be on call outside of core/scheduled hours as needed.
- In Director's absence, cover responsibilities, as needed.
- Regular and predictable attendance is an essential function of this position.
- Other task or duties as required or assigned.
Experience & Qualifications/Skills
- 7+ years' related (study abroad /higher education operations/admission operations, etc.) work experience
- Strong understanding of higher education practices, particularly study abroad operations and best practices
- Strong Project Management skills
- Strong and proven data management and computer systems skills using Microsoft Office, CRM, and other databases
- Proven knowledge and ability to work well and troubleshoot within current in-house IT operating systems, or similar software/systems
- Proven skills and abilities in managing staff and/or projects
- Demonstrated competency of the teaching/learning process
- Strong attention to detail with the capacity to maintain accurate records
- Strong analytical and data reporting skills
- Shown interest in embracing business process opportunities
- Knowledge and understanding of academic structures and issues
- Strong team player, yet able to work independently
- Excellent customer service skills and ability to cooperate with all stakeholders
- Excellent oral and written communication skills, particularly with presentation creation and delivery
- Takes responsibility for actions, results and mistakes
- Ability to exercise sound judgment when handling a variety of issues
- Strong self-direction and initiative skills
- Act in a professional manner at all times
- Ability to be flexible and adaptable in a changing environment
- Meets commitments on a consistent and timely basis with infrequent unplanned absences
- Maintains a positive can-do attitude even during stressful situations
- Ability to organize and prioritize multiple projects simultaneously and to meet deadlines
- Experience working, studying, or living in a country outside the US a plus
Education, Licenses and/or Certifications etc:
- Bachelor's degree or equivalent work experience; Master's degree preferred
- Must have valid US Driver's license and ability and willingness to drive a rental car as required
- Ability to remain in a seated position for the majority of the day (between 70% -100% of work time) in a workstation
- Ability to work for extended and continuous periods operating a computer, phone and other office equipment i.e., a calculator, copier, and computer printer (between 70% -100% of work time)
- Need to occasionally move about office to access file cabinets (from 10% to 15% of work time)
- Ability to lift or move supplies, equipment, boxes, documents and materials weighing up to 40lbs (from 10% to 15% of work time in office)
- Must be able to communicate via phone, email and in-person with IES Abroad employees, students and parents for the majority of the day (between 70% -100% of work time)
- Need to occasionally travel to client institutions for meetings and sales calls (estimated at 10% seasonal some nights and weekends may be required)
- This job requires US-based travel, by car and/or airplane, estimated at 10% annually
- May be required to work and be on call beyond the office hours of 8:30am to 4:30pm, including nights and weekends, as defined by the needs of the department and/or organization
- Must be able to work in Chicago office on a daily basis
- Must be available to be on call as required
- Responsible for following IES Abroad policies regarding any purchases and/or travel, made via company credit card as well as processing expense reports in a timely and accurate manner
This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. The duties above are not to be considered a complete list of duties and responsibilities assigned to this position.
Open until position is filled.
No phone calls or emailed status inquiries accepted.
How to Apply:
All applicants should submit an application including cover letter, resume and salary requirements by clicking 'Apply Now' at the right hand side of this page: https://iesabroad.applicantpro.com/jobs/541770.html
Please visit http://www.iesabroad.org/study-abroad/about/employment for more information about working at IES Abroad.
Equal Opportunity Employment:
IES Abroad is an equal opportunity employer and encourages applications from all qualified candidates. We strive to treat people with respect; fully utilizing employee's abilities and promoting workforce diversity.
We are committed to a policy of equal opportunity and do not discriminate on the basis of race, color, religion, sex (including pregnancy), disability, age, national origin, citizenship, gender, gender expression, gender identity, sexual orientation or genetic information or veteran status and/or any other status protected by applicable laws.