Global Director, Global Service Experience

NU USA Northeastern University; Boston (MA); On-site; USD 131,000 - 190,000; Full time

Job summary

Northeastern University in Boston seeks a Global Director of Global Service Experience to lead the network-wide student service model and outcomes across campuses in the US, UK, and Canada. This role is created to center the student experience and drive service excellence with leverage of ServiceNow and AI chatbot initiatives.

The position oversees four cluster Sr. Associate Registrars (Boston, NYC, Oakland, London), designs consistent service standards, and builds scalable infrastructure to

Qualifications

• Master's degree required in any field; equivalent combination of advanced education and demonstrated leadership in service design and 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 of service context.
• Demonstrated experience leading geographically distributed teams, with a track record of building cohesive culture and shared standards 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 represent frontline realities at the executive level and work across the institution to solve escalated cases.
• A genuine commitment to the student experience as the primary measure of success, combined with the operational discipline to build systems that deliver it consistently.
• A leadership philosophy that values people, presence, and relationships as the foundation of institutional trust.

Responsibilities

• 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 ServiceNow 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.
• Identify and distinguish basis usage credential results accordingly Index So; Identify and consultancy tell the use. Builds nature. Identify and justify general technique. Identify and detectors for a relevant test for the underlying issue and harness. Identify solutions. Identify procurement; identify capacity across too often. Identify performance - highlight, contact see to organization?
• …

Skills

Leadership experience

Global team management

Service design

Strategic planning

Stakeholder communication

Education

Master's degree

Tools

ServiceNow

Job description

About the Opportunity

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 ServiceNow, 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.

Role Responsibilities

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 ServiceNow 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.

Identify and distinguish basis usage credential results accordingly Index So; Identify and consultancy tell the use. Builds nature. Identify and justify general technique. Identify and detectors for a relevant test for the underlying issue and harness. Identify solutions. Identify procurement; identify capacity across too often. Identify performance - highlight, contact see to organization?

…

Minimum Qualifications

Master's degree required in any field; equivalent combination of advanced education and demonstrated leadership in service design and 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 of service context.

Demonstrated experience leading geographically distributed teams, with a track record of building cohesive culture and shared standards 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 represent frontline realities at the executive level and work across the institution to solve escalated cases.

A genuine commitment to the student experience as the primary measure of success, combined with the operational discipline to build systems that deliver it consistently.

A leadership philosophy that values people, presence, and relationships as the foundation of institutional trust.

Position Type Academic Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Compensation Grade/Pay Type: 114S Expected Hiring Range: $130,945.00 - $189,868.75

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.

Founded in 1898, Northeastern is a global research university and the recognized leader in experiential lifelong learning. Our approach of integrating real-world experience with education, research, and innovation empowers our students, faculty, alumni, and partners to create worldwide impact.

Our global university system provides our community and academic, government, and industry partners with unique opportunities to think locally and act globally. The system—including 14 campuses across the U.S., U.K., and Canada, 300,000-plus alumni, and 3,000 partners worldwide—serves as a platform for scaling ideas, talent, and solutions.

The university’s residential campuses for undergraduate and graduate degrees are located in Boston, London, and Oakland, California. Our research and graduate campuses are in the Massachusetts communities of Burlington and Nahant; Arlington, Virginia; Charlotte, North Carolina; Miami; Portland, Maine; Seattle; Silicon Valley, California; Toronto; and Vancouver.

Northeastern’s personalized, experiential undergraduate and graduate programs lead to degrees through the doctorate in 10 colleges and schools across our campuses. Learning emphasizes the intersection of data, technology, and human literacies, uniquely preparing graduates for careers of the future and lives of fulfillment and accomplishment.

Our research enterprise, with an R1 Carnegie classification, is solutions oriented, and spans the world. Our faculty scholars and students work in teams that cross not just disciplines, but also sectors—aligned around solving today’s highly interconnected global challenges and focused on transformative impact for humankind.