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About the Role

Manages administration and day-to-day operations of the Graduate Student Service Center (GSSC), ensuring effective delivery of all services. Oversees operations pertaining to graduate admissions, student records, and degree clearance.

Responsibilities

• Ensures efficient, professional execution of routine office functions pertaining to graduate admissions, graduate student records, and graduate degree clearance.
• Supports high-volume, complex processing, including concurrent management of overlapping enrollment and graduation cycles.
• Supervises customer service staff, establishes workloads, manages schedules for rotating office coverage, and oversees recruitment, selection, training, and performance management.
• Makes policy recommendations to management and works with staff to implement updates in response to evolving student and program needs.
• Assesses workflows and operational procedures to identify inefficiencies and recommend actionable improvements.
• Provides troubleshooting and case management for student scenarios, including registration issues, withdrawals, leave of absence requests, degree eligibility issues, milestone discrepancies, and graduation delays.
• Approves exceptions to policies related to graduate student registration, records, and degree requirements.
• Performs special projects and other duties as assigned to accomplish organizational goals.
• Compiles data and reports as requested.
• Monitors and provides content updates for Graduate School web pages and communications.
• Ensures timely and comprehensive messaging to students and other audiences, consistent with strategic communication goals.
• Serves as a central point of contact to triage and redirect inquiries from departments, faculty, and students.
• Communicates and oversees dissemination of policies and procedures to staff and administrators, ensuring consistent interpretation and compliance.
• Coordinates staff training and collaborates to create effective training materials and documentation.
• Contributes to the successful execution of Graduate School Commencement ceremonies and new graduate student orientation.
• Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Requirements

• Bachelor’s degree and 3 years of relevant work experience and supervision.
• Excellent organizational and communication skills.
• Ability to analyze and assess complex situations, articulate ideas, and problem solve, with a high degree of autonomy.
• Experience in Enterprise student systems.
• High level of proficiency with computer applications and software.
• Strong analytical and organizational skills.
• Ability to manage several projects simultaneously and capacity to handle competing priorities in a complex and dynamic working environment.
• Excellent communication and interpersonal skills in interacting with a diverse community of students, faculty, co-workers, and other University administrators.
• Ability to understand, explain, and apply Federal and State laws, as well as University policies and procedures governing assigned activities within the unit, including protecting the confidentiality of applicant and student records.
• Able to take initiative and work independently and collaboratively with various university personnel.
• Experience in a unionized environment.

Skills

• Organizational skills
• Communication skills
• Problem-solving
• Autonomy
• Enterprise student systems
• Computer applications and software proficiency
• Analytical skills
• Interpersonal skills
• Federal and State laws
• University policies and procedures
• Confidentiality
• Initiative
• Independent work
• Collaborative work

Location

• Amherst

Work Type

• Full Time
• Hybrid

Experience Level

• 3 years of relevant work experience and supervision

Education Level

• Bachelor’s degree

Salary/Compensations

• PSSAP Grade 25

About the Company

• Work is performed in a standard office or indoor university environment and involves minimal physical exertion.