Global Director, Global Service

Northeastern University's Office of the Registrar operates afederated 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; peerstudent support units; regulators, among others.

This role does not exist at Northeastern today and is being createdto affirm, within the Provost's academic and student servicesportfolio, that student experience is not a function - it is thecenter of everything we do and how we do it. It brings a singularfocus on service excellence across the academic and student service portfolio in the global network, amplifying and advancing work inService

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 fourcluster Sr. Associate Registrars (Boston, NYC, Oakland, London) whoare the front-facing registrar presence for students and otherpopulations they serve, as well as the network-wide service teamthat 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 needsof each campus population.
• Champion the student lens in every operational and policydecision - ensuring that what the student experiences is always thetest 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 ensurecluster teams have the operational knowledge, tools, and support they need to serve students effectively - including an embeddedrotation model in which cluster service staff are periodicallyplaced within central specialist teams as an experiential approach to building deep institutional knowledge.
• Build bench depth across the cluster network - developinggeneralist registrar capability that grows into future leadership roles across the institution and the field
• Identify and elevate structural barriers to student service
  -including cross-office coordination failures, policy gaps, and technology limitations - with solutions, both short and longer term.
• Represent the student service function in senior leadershipconversations, contributing a clear and data-informed point of viewon what students need and what the network is and isn'tdelivering.

• Master's degree required in any field; equivalent combination of advanced education and demonstrated leadership in service designand excellence, customer/student experience, or operational management, or related.
• 7+ years of progressive leadership experience in service design, delivery, and assessment aimed at continuous service enhancements, or related, preferably in a global and multi-point ofservice context.
• Demonstrated experience leading geographically distributed teams, with a track record of building cohesive culture and sharedstandards across locations
• Experience working with case management systems, service analytics, or similar operational platforms.
• Exceptional communication skills - with students, staff,faculty, and senior leadership - including the ability to representfrontline realities at the executive level and work across the institution to solve…