Student Services Supervisor – Program Operations

Position description

ISEP is a non-profit organization dedicated to helping students overcome the financial and academic barriers to international experiences: studying, interning and volunteering. Through ISEP, student build real connections and gain a true understanding of what it is like to live in another culture, thereby developing inter-cultural competencies and a global outlook. ISEP is a non-profit organization dedicated to helping students overcome the financial and academic barriers to international experiences: studying, interning and volunteering. Through ISEP, students build real connections and gain a true understanding of what it is like to live in another culture, thereby developing inter-cultural competencies and a global outlook.

Since our founding in 1979, we have become the largest global membership network for student mobility in the world, with 300 member universities in 50 countries.

POSITION SUMMARY

Student Services (SSOs) are primarily responsible for supporting students from the time they express interest in an ISEP study, intern, or volunteer abroad program through the completion of their program. They work with students to choose appropriate programs that meet their academic and personal goals, advise on the application and course selection processes, prepare students to depart for their programs, and provide support while on program. Each SSO is assigned a geographic region and is expected to maintain up-to-date knowledge on the universities and program opportunities located within their region.

The Supervisor for Program Operations supervises 2 team members from the Student Services team, serves as the SSO for their designated region, leads SEVIS processes, and takes on a leadership role for all students in on-program phase.

PRINCIPAL RELATIONSHIPS

External: ISEP Coordinators, ISEP Students, U.S. Department of State-Bureau of Educational and Cultural Affairs, Student and Exchange Visitor Program-SEVP, U.S. Department of Homeland Security

Internal: Student Services Officers, Member Relations, Marketing, IT

KEY JOB RESPONSIBILITIES

Supervisor- Program Operations

• Responsible for hiring, training, and supervision of 1 Student Services Officer and one Program Assistant
• Serve as first point of escalation for all student, parent, or coordinator concerns that arise while students are on program, including matters of health and safety
• Serve as first point of escalation for any issues regarding transcripts or health insurance enrollment
• Train new staff on how to support students on program
• If one team member departs or is out of the office and unavailable, step in to serve as SSO for a portion or all of their region until new staff can be hired and trained
• Serve as a SEVIS Alternative Responsible Officer
  • Serve as first point of escalation for all questions related to the J-1 visa
  • Assists with J-1 visa documentation and processes
  • Lead Academic Training workshops, J-1 visa workshops
  • Manage academic training tracking and enrollment process (overseeing work of other SSOs)
• Responsible for participating in the ISEP emergency line phone rotation, and addressing emergencies as needed.
• Other duties as assigned

Student Services Officer

• Conduct outreach and advising with prospective students in order to help them select an appropriate program (or programs), with the objective to convert a maximum number of leads to completed qualified applications
• Advise students placed at a program in their region on course selection and program acceptance and other processes
• Respond to inquiries from students, campus coordinators, and parents in a timely manner and with a high level of customer services in order to facilitate application completion and student retention throughout the student journey
• Serve as primary point of contact for students in the pre-departure stage, delivering pre-departure orientations and assisting with academic, cultural, and visa matters
• Address student concerns that arise during programs, working in collaboration with ISEP’s Member Relations team and Host University Coordinators on university campuses. This may require being involved in matters of health and safety.
• Maintain knowledge on a variety of regionally based programs for student support purposes. Collaborate consistently and effectively with ISEP’s University Relations Managers to ensure knowledge is up to date.

REQUIRED QUALIFICATIONS

• Bachelor’s degree
• 4 or more years work experience in student advising, higher education, international education, study abroad, international program administration, or related areas
• Prior SEVIS experience
• Travel, study and/or work experience abroad
• Outstanding time management skills and customer service acumen
• Excellent cross-cultural communication and student relations skills
• Ability to handle detail and prioritize workload in a fast-paced environment
• Ability to collaborate effectively in a highly team-oriented environment and culture
• Proven effective engagement with stakeholders at multiple levels

DESIRED QUALIFICATIONS

• Experience using a CRM
• Experience with advising and/or counseling international students

Application instructions

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