Senior Assistant Director, Student Accounts & Service

Northeastern University; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Tuition assistance

Wellness & life insurance

Commuting benefits

Job summary

Northeastern University seeks a Senior Assistant Director of Student Accounts to lead frontline service delivery and payment processing within the Enrollment Management division. The role focuses on ensuring high-quality customer experiences and conformance to service standards.

The senior director will monitor metrics, manage escalations, and collaborate across departments to craft timely communications for students and families while driving continuous improvement through data-driven insights.

Qualifications

• Bachelor's degree required.
• 3–5 years of progressively responsible experience in student accounts, customer service operations in higher education, or a related financial services environment.
• Strong analytical skills with ability to interpret data and translate findings into actionable improvements.
• Experience developing and motivating staff, including performance management, coaching, and training.
• Demonstrated ability to collaborate effectively across departments and with diverse stakeholders.
• Excellent written and verbal communication skills, including content development for diverse audiences.
• Ability to multitask, work independently, manage time, and deliver quality outcomes under pressure and deadlines.
• Commitment to excellence in student service, with sound judgment and discretion in handling escalated or complex cases.
• Ability to learn and navigate multiple technology systems and platforms to support service delivery.

Responsibilities

• Monitor service levels with SFS and EMCC to ensure standards are met.
• Communicate daily with staff to ensure information is available to assist customers.
• Manage escalated and special cases through to resolution.
• Develop and monitor service metrics to assess key initiatives.
• Refine service expectations around response times, communication, and issue resolution.
• Optimize ServiceNow to understand engagement and anticipate needs.
• Supervise staff delivering frontline service and payment processing.
• Oversee case management, QA, transactions, and reconciliation to maintain records integrity.
• Coordinate communications for students, families, and campus partners.

Skills

Analytical skills

Staff development

Cross-department collaboration

Communication

Multitasking

Education

Bachelor's degree

Tools

PowerFAIDS

ServiceNow

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Job description

Northeastern University seeks a Senior Assistant Director of Student Accounts to lead frontline service delivery and payment processing within the Enrollment Management division. The role focuses on ensuring high-quality customer experiences and conformance to service standards.

The senior director will monitor metrics, manage escalations, and collaborate across departments to craft timely communications for students and families while driving continuous improvement through data-driven insights.