Global Director, Global Service Experience

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

Benefits offered by this job

Medical benefits

Tuition assistance

Wellness program

Retirement plan

Job summary

Northeastern University’s Registrar Office seeks a Global Director of Global Service Experience to design and lead a federated service network serving students, parents, faculty, and administrators across multiple campuses and countries. The role emphasizes proactive service excellence, standardization, and continuous improvement through data-driven insights.

The leader will oversee regional Registrars, develop scalable service standards, and drive the deployment of ServiceNow solutions,

Qualifications

• Master’s degree or equivalent leadership in service design and excellence.
• Experience leading geographically distributed teams and measuring service outcomes.
• Experience with case management systems and service analytics.

Responsibilities

• Own the student service experience across the global network, setting standards and driving improvements.
• Lead and develop cluster Registrars with strategic direction and professional development.
• Design and implement consistent service standards across campuses while accommodating local needs.
• Champion the student lens in operations and policy decisions to ensure the student experience is the test of success.
• Build infrastructure for cluster-based service delivery, including SLA frameworks and knowledge sharing.

Skills

Leadership experience

Service design

Customer experience

Operational management

Case management systems

Education

Master's degree

Tools

ServiceNow

Job description

Global Director, Global Service Experience

About the Opportunity

Job Summary:

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 campusesin three countries. The Global Director of Global ServiceExperience is the network-wide leader responsible for the servicemodel, delivery, and outcomes of the academic and registrar serviceexperience. Those served include current, former, and prospectivestudents; 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 serviceportfolio in the global network, amplifying and advancing work inServiceNow, including continuing to expand the AI chatbot andrelated functionality, service assessment, and SLA frameworks.Students at Charlotte, Silicon Valley, Vancouver, and London, forexample, have different needs, different compliance contexts, anddifferent campus cultures. This leader owns the design,consistency, and continuous improvement of the academic and studentservices 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 otherstakeholders. This is a leadership role for someone who believesthat excellent service is built by design proactively, notdelivered by heroics reactively.

Role Responsibilities:

• Own the student service experience across the global network -setting standards, measuring outcomes, and driving continuousimprovement network-wide.
• Lead and develop the four cluster Sr. Associate Registrars,providing strategic direction, operational support, andprofessional development.
• Design and implement service standards that are consistentacross 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 servicedelivery- including adjusting ServiceNow case management standards,escalation pathways, SLA frameworks, and cross-cluster knowledgesharing.
• Partner with the Registrar for Global Operations to ensurecluster teams have the operational knowledge, tools, and supportthey need to serve students effectively - including an embeddedrotation model in which cluster service staff are periodicallyplaced within central specialist teams as an experiential approachto building deep institutional knowledge.
• Build bench depth across the cluster network - developinggeneralist registrar capability that grows into future leadershiproles across the institution and the field
• Identify and elevate structural barriers to student service -including cross-office coordination failures, policy gaps, andtechnology limitations - with solutions, both short and longerterm.
• 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.

Minimum Qualifications:

• Master's degree required in any field; equivalent combinationof advanced education and demonstrated leadership in service designand excellence, customer/student experience, or operationalmanagement, or related.
• 7+ years of progressive leadership experience in servicedesign, delivery, and assessment aimed at continuous serviceenhancements, or related, preferably in a global and multi-point ofservice context.
• Demonstrated experience leading geographically distributedteams, with a track record of building cohesive culture and sharedstandards across locations
• Experience working with case management systems, serviceanalytics, 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 theinstitution to solve escalated cases.
• A genuine commitment to the student experience as the primarymeasure of success, combined with the operational discipline tobuild systems that deliver it consistently
• A leadership philosophy that values people, presence, andrelationships as the foundation of institutional trust.

Position Type

Academic Administration

Additional Information

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

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

All qualified applicants are encouraged to apply and will receiveconsideration for employment without regard to race, religion,color, national origin, age, sex, sexual orientation, disabilitystatus, or any other characteristic protected by applicablelaw.

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 dependon several factors, which may include your education, experience,location, knowledge and expertise, and skills as well as a paycomparison to similarly-situated employees already in the role.Salary ranges are reviewed regularly and are subject tochange.