Global Director, Global Service

Job Summary:

Northeastern University’s Office of the Registrar operates a federated network service model that serves 66,000 students - degree, non-degree, and continuing education - across 14 campuses in three countries.

The Global Director of Global Service Experience is the network-wide leader responsible for the service model, delivery, and outcomes of the academic and registrar service experience.

Those served include current, former, and prospective students; parents; advisors; faculty; college administration; peer student support units; regulators, among others.

This role does not exist at Northeastern today and is being created to affirm, within the Provost's academic and student services portfolio, that student experience is not a function — it is the center of everything we do and how we do it.

It brings a singular focus on service excellence across the academic and student service portfolio in the global network, amplifying and advancing work in Service Now, including continuing to expand the AI chatbot and related functionality, service assessment, and SLA frameworks.

Students at Charlotte, Silicon Valley, Vancouver, and London, for example, have different needs, different compliance contexts, and different campus cultures.

This leader owns the design, consistency, and continuous improvement of the academic and student services portfolio.

The Global Director of Global Service Experience leads the four cluster Sr. Associate Registrars (Boston, NYC, Oakland, London) who are the front-facing registrar presence for students and other populations they serve, as well as the network-wide service team that supports former and prospective students as well as other stakeholders.

This is a leadership role for someone who believes that excellent service is built by design proactively, not delivered by heroics reactively.

Own the student service experience across the global network — setting standards, measuring outcomes, and driving continuous improvement network-wide.

Lead and develop the four cluster Sr. Associate Registrars, providing strategic direction, operational support, and professional development.

Design and implement service standards that are consistent across the network while remaining responsive to the unique needs of each campus population.

Champion the student lens in every operational and policy decision — ensuring that what the student experiences is always the test of whether something is working.

Build the operational infrastructure for cluster-based service delivery— including adjusting Service Now case management standards, escalation pathways, SLA frameworks, and cross-cluster knowledge sharing.

Partner with the Registrar for Global Operations to ensure cluster teams have the operational knowledge, tools, and support they need to serve students effectively — including an embedded rotation model in which cluster service staff are periodically placed within central specialist teams as an experiential approach to building deep institutional knowledge.

Build bench depth across the cluster network — developing generalist registrar capability that grows into future leadership roles across the institution and the field.

Identify and elevate structural barriers to student service — performance and SLA performance and cascading of stream measures across the cluster and efforts with adjustments.

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