Assistant Director for Member Relations

POSITION TITLE

Assistant Director for Member Relations – U.S. West

DEPARTMENT

Member Relations

REPORTS TO

Director of Member Relations – United States

FLSA STATUS

Exempt

LOCATION

Remote position based in one of the following states: Arizona, Colorado, Nevada, Oregon, Utah, or Washington State

DATE

Open until filled

POSITION SUMMARY

The Assistant Director for Member Relations – U.S. West is responsible for collaborating with the Director for U.S. Member Relations in executing regional leadership and strategy for the U.S. Western states while also working operationally with ISEP Exchange Member Institutions (member) and affiliates on the U.S. West Coast (Alaska, California, Oregon, and Washington) to increase student mobility on both ISEP Exchange and ISEP Direct study abroad programs. In addition to supporting existing member institutions and affiliates, this position will collaborate with the Director of U.S. Member Relations to execute a strategy of new business development and new partner acquisition, with a focus on the state of California.

The Assistant Director will also serve as University Relations Manager (URM) and is the primary point of contact for ISEP coordinators and other contacts at member universities in their designated region while working closely with member institutions to uphold ISEP membership standards and ensure quality program delivery. In this capacity, the incumbent will be responsible for generating interest and recruiting maximum participation in ISEP study abroad programs. The position focuses on promoting ISEP brand awareness with international office staff, student services, and academic unit staff on campuses with high potential for participation in ISEP programs.

PRINCIPAL RELATIONSHIPS

External: ISEP Coordinators and other contacts at member institutions. International education staff and stakeholders at prospective member institutions and affiliates.

Internal: Member Relations, Affiliate Engagement, Student Services & Enrollment Management, Communications & Marketing.

KEY JOB RESPONSIBILITIES

Assistant Director Responsibilities

• Provide U.S. West-specific regional leadership, strategy, and oversight of the U.S. Mountain West Exchange Member portfolio of the University Relations Manager for U.S. Mountain West, Canada, Iberia, and Latin America.
• Engage in continued market analysis of the current state of international education in California. Identify new ISEP member and affiliate opportunities and develop an initial engagement strategy in consultation with the Director of Member Relations – United States and the Director of Affiliate Engagement respectively.
• Support the Director of Affiliate Engagement in increasing in-person presence at ISEP Affiliates located in the U.S. West coast.
• Execute a regional growth strategy for the U.S. West coast Exchange Member Institutions, with particular emphasis on the state of California to hit mobility and sales targets.
• Improve ISEP's internal operations and external communications and engagement practices, with a goal of increasing overall student mobility.
• Lead ISEP's initiative to intentionally support Hispanic Serving Institutions (HSI's) through resource intervention and program development.

University Relations Manager Responsibilities

• Serves as primary point of contact for ISEP Coordinators from members in designated region regarding student recruitment and issues that affect membership standards. Is responsible for ensuring successful program delivery and development.
• Develops initial mobility plan with institution; provides initial coordinator training and mentoring and continuing re-education on ISEP processes.
• In coordination with U.S. Director, develops and implements a student recruitment strategy for institutions within a specified portfolio to meet defined participant numbers and revenue targets.
• Visits institutions, hosts ongoing webinars, attend study abroad fairs and other events. During campus visits and events, the URM will provide one-on-one or group advising for students.
• Manages and leads regional team meetings while providing training and guidance for student-facing staff for designated areas of responsibility.
• Responsible for initiatives to strengthen program delivery and student satisfaction, in collaboration with Student Services Officers.
• Works strategically with member universities on student recruitment through international programs office, faculty, career services, and other administrative staff (registrar, student services, housing, etc.); determines Exchange student nomination numbers semi-annually in collaboration with regional Directors and ISEP coordinators.
• Regularly reports on engagement at institutions within region and provides periodic progress reports on meeting goals and targets. Analyzes collected data from CRM and other sources to determine trends and inform regional strategy.
• Ensures member familiarity with and adherence to ISEP health and safety protocols and develops regional health and safety plans. Responds to health and safety emergencies in the designated regions, when escalated, by facilitating communications among all stakeholders and working with partners to resolve issues.
• Monitors adherence to and addresses violations of ISEP membership standards and escalates to Director when necessary; identifies program concerns and proposes solutions.
• Accountable for member satisfaction levels. Analyzes member satisfaction survey scores and follows up to resolve any identified issues.

OTHER RECURRING DUTIES

• Collects, reviews, and edits membership profile and program information; manages program information in ISEP's enrollment management portal and student-facing website, including semi-annual review of chances of placement.
• Develops advising and promotional tools in conjunction with Marketing & Communications Department for coordinators based on knowledge of network needs and promotes the ISEP brand to the campus community via virtual and on-campus collateral presence and activities.
• Provides feedback to the Marketing & Communications Department to inform promotional campaigns and ensure that messages and collateral meet student and member university needs.
• Provides feedback and requests to Academic Strategy & Program Development Team for in-depth research on specific program recommendations based on field of study requests from institutions; works closely with Global Curriculum Manager to identify curricular mapping needs.
• Creates and maintains internal member profiles, tracking campus-specific international mobility trends, program portfolios and student groups; assists in annual update of Program Detail Sheets.
• In coordination with the Director, conducts site visits to new and current ISEP member institutions, organizes and facilitates regional member meetings, and participates in and presents at conferences and events.
• Collaborates in the supervision of ISEP sponsored student workers at select institutions in the U.S. region.
• Participates in cross-regional collaborative meetings to ensure excellent product delivery to a defined region.
• Based on analysis of data and trends as well as program knowledge, supports regional Director and Academic Strategy & Program Development Department in the creation of viability proposals for new Direct program review, as well as the Business Operations Department in the cost agreement and fee-setting process.
• Leads special projects related to departmental and organizational initiatives, including evaluating current internal and external policies and procedures.
• Participates in relevant institutional task forces and working groups, including but not limited to the Indigenous Student Mobility Working Group.
• Participates in the Emergency Phone Rotation, which may involve working outside ISEP's standard office hours.
• Receives invoices from Direct hosts in designated regions. Reviews invoices for accuracy and submits to Finance Department for