International Student Program Residency Operations Manager

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Job no: 495226
Work type: Administrative (Full Time)
Location: Indianapolis, IN
Categories: Admissions/Recruiting/Enrollment

Job Title: International Student Program Residency Operations Manager

Reporting Relationship: Associate Director of International Student Program Operations

Unit: National & Global

Department: International Student Programs - IWU National & Global

Campus

Location:

Indianapolis Ed Center North, Indianapolis, IN

Summary of Position: The ISP Operations Manager position at Indiana Wesleyan University plays a pivotal role in maintaining the efficient operation of the education center and creating a successful in-person experience for our international students and guests. This individual will be responsible for providing exceptional customer service to students, faculty, and staff and ensuring a welcoming and supportive environment conducive to learning.

Duties include assisting with various administrative aspects of international student services and faculty support. Duties also include ensuring the smooth operation and success of the residency programs through effective execution and troubleshooting, assisting with administrative tasks and activities during in-person residencies, and providing general support as needed.

• Lead day-to-day residency operations:
  • Manage the local execution of residencies in alignment with the model and protocols established by the Director, ensuring a welcoming and efficient environment
• Operate and maintain residency systems at the site:
  • Serve as the primary operator for local systems, including attendance record keeping, student , and site-level communications to faculty, students, and ISP staff attending residencies
• Supervise and coordinate site staff:
  • Supervise the Residency Operations Assistant Manager and coordinate other ISP faculty, staff, Regional Operations staff, and guests at the residency, including scheduling and training on standardized protocols
• Serve as co-lead on-site incident coordinator:
  • Act as co-lead coordinator for all on-site incidents in collaboration with the Regional Operations team members overseeing physical building operations
  • Both coordinators shall follow established protocols for their respective areas of responsibility, make decisions jointly when possible, and consult with the Associate Director for escalation as needed
• Support student success and communication:
  • Provide direct guidance and support to students regarding residency services and attendance matters
  • Serve as a primary point of contact for routine student inquiries at the site
• Cooperatively oversee local logistics and facilities:
  • In cooperation with Regional Operations, ensure facility readiness, room set‑ups, and hospitality standards are met for every residency
• Administrative and customer service support:
  • Provide support to students, faculty, and education center staff as needed
• Utilize AI tools to enhance operational efficiency:
  • Use AI tools to support daily work activities, enhance output quality, and improve efficiency within defined processes and guidelines

Qualifications:According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

• Master's degree preferred

• Experience in a professional office, hospitality, or customer-facing environment, with a proven track record of resolving complex customer or operational issues
• Experience maintaining organized records or systems and using basic data (such as attendance, inventory, or feedback) to help improve daily operations
• Preferred experience working with diverse populations or in a role that required high levels of cultural sensitivity and hospitality

• Possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
• Exceptional attention to detail and the ability to follow and execute standardized operational protocols with accuracy and consistency
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) or equivalent…