Assistant Director
UMGC Europe
Location: Wiesbaden, Germany
Overseas Regular Employee, 100% FTE Full-Time, Pay Grade 006
Reporting to the Regional Director (RD), the Assistant Director (AD) is responsible for assisting with oversight of daily enrollment and operational processes in the applicable region, leading to new and returning student growth in on-site and online courses. The AD liaises with military leaders, education center personnel, UMGC division headquarters administrative staff, and other stakeholders in the community to administer programs at each location in the region. The AD, in coordination with the RD, is responsible for supervising the Site Lead(s) (as applicable), Customer Relationship Management (CRM) Coordinator, Academic Advisors (as applicable), Program Coordinators (Military Education Coordinators), Site Support Specialists (as applicable), and Building Monitors (as applicable) in the region, as well as coordinating with various departments to ensure the resolution of student issues. The incumbent is responsible for ensuring world-class customer service. The AD will also fill in for the RD when they are out of the office or the position is vacant.
SPECIFIC RESPONSIBILITIES INCLUDE:
Assists the RD to provide oversight of regional sites and direct supervision/training of regional staff members over a large geographical footprint
Acts as subject matter expert on all Program Coordinator duties in the field and may provide back-up coverage as needed for PCs/NTCs, Log Supervisors, and CRM Coordinators (as applicable)
Participate in high-level division meetings with the VP/Director, Deputy Director, AVP Operations, RDs and others to help represent their region and implement business processes as requested and appropriate
Liaise with government and military representatives at the assigned base and at other sites in the region as appropriate, coordinating with the RD
In coordination with the RD, responsible for regional staffing including assisting with hiring, training, and daily staff management, working with other departments as needed
Coach, monitor and evaluate productivity and performance of employees through various channels, including observations in employee's environment as it pertains to customer service, military, and program knowledge
Manage/cultivate new leaders in the organization (e.g., Site Leads, possible others)
Utilize data in the Student Information System (SIS), Customer Relationship Management (CRM) system, and Tableau (reporting analytics) to create, track, and analyze enrollment statistics and staff performance to drive enrollment-generating activities and business process efficiencies
Assist the RD with creation of annual and term course schedules
Collaborate with the Regional Director and make recommendations for individual and team training needs, opportunities, and business process improvements to ensure that department service levels and quality assurance standards are met
Work with the CRMs to develop and implement tactical recruitment and retention outreach campaigns and events that target all populations of civilian and military students, to include active duty, veterans, and family members applicable to each site's demographics
Maintain solid frontline staff skills and current knowledge of policies and practices as it relates to military tuition assistance, veteran benefits, National Test Center policies, local community regulations and other current topics as they relate to regional operations.
Ability and willingness to travel throughout the region and division
Create and nurture an atmosphere in the workplace that exemplifies UMGC's core values
Ability to work with diverse populations
Other job-related duties as assigned
OTHER RESPONSIBILITIES MAY INCLUDE:
Some evening, weekend hours and travel inside and outside of the region (25-50%) to provide office coverage, perform staff oversight, participate in training/events
Actively participate in and/or lead division or university-wide projects and initiatives as requested
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree from a U.S. regionally accredited institution or foreign degree equivalent
Minimum of one (1) year of experience managing and supervising others in a higher education or customer service environment
Minimum three (3) years experience in higher education
Strong written and oral communication and interpersonal skills
Strong leadership and management skills
A proactive problem-solver able to perform efficiently in a fast-paced work environment
Ability to work with diverse populations
Be able to acquire a valid local U.S. military (USFJ 4-EJ/USAREUR, or similar) driver's license
Successful applicants must be able to pass background check and meet requirements for individual logistic support (ILS)
PREFERRED EDUCATION AND EXPERIENCE:
Candidates with experience in higher education, military affairs, academic advising, recruitment, marketing, or customer service
Knowledge of Salesforce, PeopleSoft or similar tool(s)
2+ years of experience managing and supervising others in a higher education or customer service environment
WHO MAY APPLY: Local candidates with ILS preferred. Applicant must qualify for ILS as described in USAREUR Regulation 600-700, Section III, 7-13. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation.
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected].
Benefits Package Highlights:
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Generous Time Off: Enjoy between 15 and 25 days of paid vacation, depending on years of service and position. Additionally, 15 days of sick leave, 3 personal days, and 11 paid Federal holidays. For part-time employees, time off rates will be prorated based on the number of hours worked.
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Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
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Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance.
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Flexible Spending Accounts: Available for medical and dependent care expenses.
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Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
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Supplemental Retirement Plans: include 403(b), 457(b), and various Roth options. The university does not provide matching funds.
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Tuition Remission: Immediate availability for Regular Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.
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Moving Allowances: May be available based on terms, conditions, and agreements of the position.
For additional information see: UMGC Benefits Overview for Overseas Regular Employees
Hiring Rate:
$53,700.00
Additional Compensation:
Employees receive the applicable currency adjustment (CAX) subject to monthly DoD COLA Index for the work location, which is subject to change and fluctuation based on market indices.
