layiq
/la·yiq/adjective
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
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Job opportunity
Senior Assistant Director of Student Accounts, Customer Experience
Northeastern University
Boston, MA (Main Campus); NU Boston Campus
Source: Northeastern University careers · View original posting
- Pay
- $60,315 — $85,192 USD per year
- Employment
- full time
Employer job description
From Northeastern University's posting. “We” and “our” refer to the employer.
About the Opportunity
Job Summary
The Senior Assistant Director of Student Accounts promotes positive customer experiences within the Student Accounts unit and the Enrollment Management division. This position monitors service levels and partners with Student Financial Services (SFS) management and the Enrollment Management Contact Center (EMCC) to ensure established service standards are met.
The Senior Assistant Director communicates daily with staff to ensure team members have the information needed to assist customers and manages escalated and special cases through to resolution.
The Senior Assistant Director develops, maintains, and monitors service metrics to assess the impact of key initiatives and establishes and refines service expectations around response times, communication, and issue resolution. This position also optimizes the ServiceNow platform to understand customer engagement and behavior, anticipate customer needs, and develop solutions that respond promptly to emerging service trends.