Asst Director- Global Client Experience

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Job Summary

The Assistant Director, Global Client Experience is a strategic and operational leader responsible for overseeing the university's client support services across all global campuses. Manages the in-person operations and support teams as well as the managed service provider that handles all calls, chats, and email support for the university and ensures consistent, high-quality support services throughout Northeastern's global network across all support channels.

Serves as a customer-centric technology leader with exceptional communication and operational management abilities, developing and implementing support standards, building high-performing teams, and creating an exceptional service culture that meets the diverse needs of the university community across all campus locations. Sets performance standards, develops operational procedures, oversees staffing and scheduling, and implements continuous improvement initiatives for all client support operations. Serves as the primary escalation point for complex support issues and the key liaison between global campus leadership and central IT services regarding client experience matters.

Utilizes expertise in IT service management, team leadership, performance metrics, and customer experience design, combined with strong analytical and problem-solving skills and adapts to different cultural contexts and balances the unique needs of diverse campus locations while maintaining consistency in service delivery and technical standards.

24/7 business continuity:

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day. Flexibility and a strong sense of urgency are essential for success in this position.

Other duties as required:

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success. A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

**Applicants must be authorized to work in the United States. The University is unable to work sponsor for this role, now or in the future.

Minimum Qualification

Knowledge and skills required for this position are typically acquired through the completion of Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent combination of education and experience and five years of experience in IT support, service management, or related technical roles and three years of experience in leadership positions managing support or retail teams.

Additional Skills:

·        Experience in setting and implementing service standards and operational procedures

·        Strong understanding of IT service management principles and best practices

·        Experience with service management platforms and support metrics analysis

·        Excellent interpersonal, leadership, and communication skills

·        Demonstrated ability to build and maintain effective working relationships with diverse stakeholders

·        Experience implementing customer experience improvements and measuring success

·        Proven track record of managing vendor relationships and contracts

·        Strong problem-solving abilities and analytical skills

·        Ability to work in a fast-paced global environment and adapt to changing priorities

Key Accountabilities & responsibilities:

1) Global Client Support Operations Management

• Direct the operations of all Tech Bar locations and client support services across global campuses

• Oversee the managed service provider handling all calls, chats, and email support for the university

• Manage vendor service level agreements, performance metrics, and quality standards for remote support channels

• Establish and maintain consistent service standards, policies, and procedures for all support operations

• Develop staffing models, scheduling guidelines, and coverage plans to ensure appropriate support across time zones

• Assist with budget planning and resource allocation for global client support initiatives

• Monitor service quality metrics and implement improvements to enhance client satisfaction

• Create and maintain service level agreements (SLAs) for support services

• Manage relationships with managed service providers and vendors supporting client experience operations

• Ensure compliance with university policies and regulations across all support locations

2) Team Leadership and Development

• Manage, mentor, and develop Client Support Leads and Client Support Specialists

• Establish performance expectations and conduct regular performance evaluations

• Implement training programs to enhance technical and customer service skills

• Foster a culture of collaboration, knowledge sharing, and continuous improvement

• Address performance issues and implement improvement plans when necessary

• Recruit, hire, and onboard new team members with appropriate skills and cultural fit

• Build a diverse, inclusive team environment that values different perspectives

3) Service Quality and Continuous Improvement

• Analyze support metrics, client feedback, and service data across in-person and remote support channels

• Implement quality assurance processes for all client support interactions, including managed service provider operations

• Conduct regular service reviews with the managed service provider to ensure alignment with university standards

• Lead initiatives to enhance the client experience and increase satisfaction across all support channels

• Standardize knowledge management practices across global support teams and the managed service provider

• Develop and refine self-service resources to improve client autonomy

• Identify recurring issues and collaborate with technical teams on permanent solutions

• Benchmark support operations against industry standards and best practices

• Implement new technologies and processes to improve operational efficiency

• Ensure seamless integration between in-person Tech Bar support and remote support channels

4) Global Campus Relationship Management

• Serve as the primary liaison between campus leadership and central IT regarding support services

• Build strong relationships with campus stakeholders to understand local needs and challenges

• Coordinate with global campus leadership on support initiatives and service improvements

• Gather feedback from campus communities on support services and implement changes

• Provide regular updates to campus leadership on support metrics and initiatives

• Balance local campus needs with centralized service standards and policies

• Advocate for campus-specific requirements within the central IT organization

• Participate in global campus meetings and initiatives related to client experience

5) Strategic Planning and Innovation

• Contribute to the development and implementation of the global client experience roadmap

• Identify emerging technologies and support approaches to enhance client experience

• Develop proposals for new service offerings based on client needs and feedback

• Collaborate with the Director on strategic initiatives and service transformations

• Evaluate new support models and approaches for potential implementation

• Develop business cases and implementation plans for new support initiatives

• Stay current on industry trends and best practices in client support and experience

• Pilot innovative approaches to client support and evaluate outcomes

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.