Global Service Experience Director

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

Benefits offered by this job

Benefits package

Tuition assistance

Paid time off

Commuting support

Job summary

Northeastern University’s Office of the Registrar seeks a Global Director of Global Service Experience to lead the network-wide student service model across campuses in Boston, Charlotte, Silicon Valley, Vancouver, London, and beyond.

The role focuses on designing consistent service standards, expanding AI chatbot capabilities, and aligning operations with the Provost’s portfolio to put the student experience at the center of all decisions.

Qualifications

• 7+ years of leadership experience in service design, delivery, and assessment.
• Experience leading geographically distributed teams and building cohesive standards across locations.
• Experience working with case management systems or similar operational platforms.
• Exceptional communication skills with students, staff, faculty, and senior leadership.

Responsibilities

• Own the student service experience across the global network — setting standards, measuring outcomes, and driving continuous improvement.
• 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 campus needs.
• Build the operational infrastructure for cluster-based service delivery including SLA frameworks and cross-cluster knowledge sharing.
• Represent the student service function in senior leadership conversations with data-informed insights.

Skills

Leadership experience

Communication

Service design

Cross-site collaboration

Operational management

Education

Master's degree

Tools

ServiceNow

Analytics platforms

Job description

Northeastern University’s Office of the Registrar seeks a Global Director of Global Service Experience to lead the network-wide student service model across campuses in Boston, Charlotte, Silicon Valley, Vancouver, London, and beyond.

The role focuses on designing consistent service standards, expanding AI chatbot capabilities, and aligning operations with the Provost’s portfolio to put the student experience at the center of all decisions.