Senior Assistant Director of Student Accounts, Customer Experience
$60,315–$85,193 year
On-siteBoston, Massachusetts, United States
Job Summary
Monitor service levels, partner with Student Financial Services and the Enrollment Management Contact Center, and communicate daily with staff to ensure they have the information needed to assist customers. Manage escalated and special cases through resolution while developing, maintaining, and monitoring service metrics to assess initiative impact and refine expectations around response times and issue resolution. Optimize the ServiceNow platform to understand customer engagement, anticipate needs, and develop solutions for emerging trends. Supervise a team of student account representatives responsible for frontline service delivery and payment processing, providing oversight of case management, quality assurance, transaction processing, batch reconciliation, and payment discrepancy resolution. Monitor staffing resources and workload distribution to ensure appropriate coverage during peak billing, payment, and enrollment periods. Collaborate with the Associate Director of Communications and Training to develop and deliver communications for students, families, and campus partners, including website updates and knowledge articles.
Required Qualifications
- Bachelor's degree
- 3–5 years of progressively responsible experience in student accounts, customer service operations within higher education, or a related financial services environment
- Strong analytical skills with the ability to interpret data and translate findings into actionable service improvements
- Experience developing and motivating staff, including performance management, coaching, and training
- Demonstrated ability to collaborate effectively across departments and with diverse stakeholder groups
- Excellent written and verbal communication skills, including experience developing content for diverse audiences
- Ability to multitask, work independently, manage time effectively, and deliver quality outcomes under pressure and on deadline
- Commitment to excellence in student service, with sound judgment and discretion in handling escalated, sensitive, or complex cases
- Ability to learn and effectively navigate multiple technology systems and platforms, integrating information across systems to support service delivery and decision-making
Desired Qualifications
- Experience using PowerFAIDS, ServiceNow, and Banner
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.