Global Director, Student Experience & Service

Northeastern University; United States; On-site; USD 131,000 - 190,000; Full time

Benefits offered by this job

Benefits package including medical,视on

Job summary

Northeastern University is creating a new role: Global Director of Global Service Experience within the Office of the Registrar. This leader will craft a unified student service experience across 14 campuses, drive standards, and continuously improve outcomes for current and prospective students, faculty, and regulators.

The position oversees four cluster Sr. Associate Registrars and a network-wide service team, promoting proactive, design-led service excellence and strong collaboration across

Qualifications

• Master's degree required in any field or equivalent leadership in service design/excellence
• 7+ years of progressive leadership in service design, delivery, and assessment
• Experience leading geographically distributed teams across locations
• Experience with case management systems, service analytics, or similar platforms
• Exceptional communication skills with students, staff, faculty, and senior leadership
• Commitment to student experience as primary measure of success
• Leadership philosophy valuing people, presence, and relationships

Responsibilities

• Own the student service experience across the global network, setting standards and driving continuous improvement
• Lead and develop the four cluster Sr. Associate Registrars with strategic direction and professional development
• Design and implement service standards consistent across the network while meeting campus needs
• Champion the student perspective in all operational and policy decisions
• Build operational infrastructure for cluster-based service delivery, including ServiceNow standards and SLA frameworks
• Partner with Registrar for Global Operations to equip cluster teams with knowledge, tools and support
• Develop generalist registrar capability that grows into future leadership roles
• Identify and remove structural barriers to student service across the network
• Represent student service in senior leadership discussions with data-informed perspectives

Skills

Leadership

Communication

Strategic thinking

Cross‑functional collaboration

People development

Education

Master's degree

Job description

Northeastern University is creating a new role: Global Director of Global Service Experience within the Office of the Registrar. This leader will craft a unified student service experience across 14 campuses, drive standards, and continuously improve outcomes for current and prospective students, faculty, and regulators.

The position oversees four cluster Sr. Associate Registrars and a network-wide service team, promoting proactive, design-led service excellence and strong collaboration across