SENIOR PROGRAM COORDINATOR, Questrom School of Business, Undergraduate Programs
SENIOR PROGRAM COORDINATOR, Questrom School of Business, Undergraduate Programs
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Job Description
Reporting directly to the Associate Director Student Engagement this position is responsible for managing the customer service experience and front office functions for the Questrom School of Business Undergraduate Development Center (UDC). This includes supervising front-desk operations overseeing a team of 10-12 undergraduate student employees and ensuring a superior standard of service in a fast-paced student-facing and multifaceted environment. This role requires a strong working knowledge of all UDC services and programs which may include providing high-level on-the-spot academic advising responding to a wide range of inquiries from various stakeholders and making appropriate referrals and connections when necessary. Additionally this role manages the UDCs general email account and addresses inquiries from students alumni faculty staff parents and other University stakeholders.
This is a highly student-facing role that requires a consistent on-campus presence to support day-to-day operations and student engagement. The role is primarily in-person with the opportunity to work remotely one day per week. Standard operational hours for this position are Monday through Friday 9:00 AM 5:00 PM EST. Occasional evening or weekend hours may be required during peak periods (e.g. start of semester events registration open houses and special events).
Key Responsibilities:
Stakeholder Services & Office Management (35%)
Promote a welcoming student-centered environment that prioritizes accessibility responsiveness and holistic support as the first point of contact for the UDC.
Oversee day-to-day operations of the UDCs reception area ensuring a welcoming and inclusive environment for all individuals seeking assistance.
Ensure the front of office is clean tidy organized and presentable at all times.
Address walk-in inquiries answer phone calls text messages and emails serving as the first point of contact for students staff faculty and other stakeholders from within and outside the Questrom School of Business.
Manage the UDCs general email account ensuring timely accurate and professional responses.
Maintain and coordinate multiple departmental calendars to support effective scheduling and operational planning. Ensuring accuracy and alignment with institutional timelines.
Monitor and manage advisor appointment availability on the MyBU student platform.
Support communication initiatives for internal and external platforms including:
o Development and execution of the weekly Snapshot newsletter.
o Creation of content for digital signage and social media as needed.
o Creation of content for printed signage for frequently asked questions general information and other details as needed.
o Use of Constant Contact to coordinate and distribute mass communications to students and other stakeholders.
Provide training on office security and safety procedures such as office panic buttons emergency door lock mechanism and office emergency word.
Student Employee Supervision (30%)
Recruit interview hire train schedule and supervise a team of 1012 work-study student employees ensuring they are well-versed in UDC Questrom and University policies and procedures.
Provide ongoing support supervision and performance feedback to student staff.
Develop and implement onboarding training materials and operation manuals to ensure consistency in service delivery and office operations.
Foster a positive inclusive and professional work environment that promotes accountability learning growth and collaboration as this may be the first job for some student employees.
Conduct regular check-ins and student team meetings to provide updates clarify expectations and address questions or concerns.
Serve as the primary point of contact for student employee concerns scheduling conflicts and weekly time reporting.
Coordinate recognition and team-building efforts to promote morale and engagement.
Ensure compliance with federal work-study regulations and university student employment policies.
Advising Support (15%)
Serve as a first point of contact for students seeking academic or program-related support by providing accurate timely guidance on University and Questrom policies procedures and services.
Maintain up-to-date knowledge of academic policies key deadlines and campus resources to support successful student navigation and decision-making.
Utilize advising tools systems and resources to effectively triage student needs and determine next steps.
Manage and facilitate daily academic advising drop-in hours both in-person and virtually through the Zoom platform ensuring efficient operations equitable access and a welcoming environment for all students.
Exercise sound judgment in addressing non-routine or complex inquiries identifying appropriate solutions and initiating follow-up or escalation when necessary.
Project & Fiscal Management (20%)
Manage day-to-day financial operations across four departmental budget lines including tracking expenses processing invoices and reconciling transactions.
Collaborate with the Associate Director Student Engagement and the Assistant Dean Undergraduate Student Experience & Services on budget planning and responsible fiscal compliance.
Assist with data gathering and analysis of advising metrics benchmarking and the ongoing implementation of process improvements.
Help plan and execute departmental events at the discretion of the Associate Director Student Engagement.
Undertake additional responsibilities as delegated by UDC leadership to support the overall function of the department.
Required Skills & Competencies:
Strong verbal and written communication skills; multilingual proficiency is an asset in supporting our diverse student population
Active listening and effective problem-solving abilities
A professional calm and courteous demeanor in a fast-paced high-traffic environment with many competing priorities
Ability to remain calm empathetic and solutions-focused when addressing sensitive or complex inquiries
Excellent organizational and multitasking skills
High attention to detail and consistent follow-through
Cultural competency and sensitivity when working with individuals from diverse backgrounds
Required Skills
A B.A./B.S. degree is required; however an equivalent combination of education and 13 years of relevant experience in customer service higher education or student support will also be considered.
This position is ideal for candidates interested in student affairs academic advising or university administration. Comprehensive training on university systems policies and customer service procedures will be provided.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color natural or protective hairstyle religion sex age national origin physical or mental disability sexual orientation gender identity genetic information military service pregnancy or pregnancy-related condition or because of marital parental or veteran status. We are a VEVRAA Federal Contractor.
CURRENT BOSTON UNIVERSITY EMPLOYEES Represented by L2324 clickhere
Required Experience:
Chief
Employment Type
Full-Time
