Site Lead, Italy

at  University of Maryland Global Campus

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree from a regionally accredited U.S. institution or equivalent
• Two (2) years of experience providing quality customer service
• Organization and time management skills; ability to prioritize and manage multiple tasks
• Effective verbal, written, and interpersonal communication skills
• Ability to understand and operate in foreign countries adapting to local rules, complexities, and practices

PREFERRED EDUCATION AND EXPERIENCE:

• Master’s degree from a regionally accredited US institution or equivalent
• Experience with using customer relationship management (CRM) and student information systems
• Experience managing and supervising others in a higher education or customer service environment or relevant work experience
• Six (6) months minimum academic and administrative experience at a college or university
• Experience as a program coordinator with UMGC or at a higher education institution or equivalent
• Previous experience with student recruitment and/or outreach
• Possess a valid local driver’s license and be able to obtain and maintain a military driver’s permit in the host nation
  Who May Apply: Local applicants who are not citizens, dual citizens, or ordinarily residents of the host country who possess their own individual logistical support (ILS) and/or are current UMGC employees only - no relocation will be provided. Applicants must already have and be able to maintain ILS, meaning that they must possess a U.S. military ID card and SOFA card from an external source, as this position does not offer ILS.
  All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

• Supervise and lead staff at the assigned site
• Work out of the field site office and be available during core business hours and evenings/weekends, as needed to ensure on-site coverage
• Collaborate with key stakeholders (e.g., CRM, logistics, operations, student services, academic affairs) for on-site operational needs, escalating when appropriate
• Provide academic and administrative support services to prospects and students, and ensure quality assurance standards are met by being available, knowledgeable, courteous and responsive
• Ensure all student and lead interactions are entered in Salesforce and appropriate follow-up activities are scheduled
• Manage key student business processes, including community outreach, and student recruitment
• Address and resolve staff concerns, escalating when appropriate
• Coordinate with the appropriate department to troubleshoot and resolve faculty and student concerns
• Schedule and proctor NTC examinations, as needed; ensure quality assurance of the testing program through coordination with the division NTC point of contact
• Establish relationships and effectively communicate with host military Education Services Officer (or equivalent), respective education center staff, and local commands
• Represent UMGC at official functions (e.g., local education fairs, open houses, semester start-ups, student appreciation days, local graduations)
• Ensure classrooms are provided with adequate space and needed technology for class instruction
• Manage staff and office schedule to ensure members of the UMGC community are supported in accordance with operational needs
• Support AD of training with onboarding new staff through mentorship and training, ensuring new staff have the tools and resources needed to successfully perform the functions of their job
• Supports class scheduling through providing recommendations for classes, coordinating class cancellation follow-ups, and tracking student populations
• Act as backup for the Assistant Director when they are out of the office
• Keep staff at all levels informed of key developments and updates
• Other job-related duties as assigned