Global Director of Student 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

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