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Associate Director, International Student Mobility and Customer Engagement

Description

Position Summary: Reporting to the Senior Impact Officer, the Associate Director is responsible for supporting and maintaining various international enrollment management initiatives, leading customer engagement for the Adviser’s Manual 360, administering the #YouAreWelcomeHere campaign, assisting with implementation of events, supporting volunteer leader groups, and coordinating social media messaging. This position is highly collaborative and requires skillful cooperation with both NAFSA staff and external stakeholders.

 

Lead customer engagement for Adviser’s Manual 360 [30%]

  • Provide customer service related to purchasing, renewing, transferring, and managing licenses, as well as addressing access problems or technical issues.
  • Compile data on sales and customer service trends to inform retention strategies.
  • Collaborate with the Marketing team to promote the AM360 to new audiences and retain existing subscribers. 
  • Assist with editing and research for the Adviser’s Manual 360.
  • Maintain content on Adviser’s Manual 360-specific procedures in NAFSA administrative guides.
  • Consult with Director of Immigration Practice Resources to develop customer-centered solutions in response to customer service situations or needs.
  • Serve as administrative contact on issues with internal NAFSA units. 

Maintain and support ongoing international student mobility initiatives [30%]

  • Research and identify trends that inform IEM initatives.
  • Compile data/reports for marketing and research purposes related to IEM programs, products and services.
  • Maintain up-to-date information on sponsors including government scholarships and sponsoring agencies. 
  • Support outreach to local embassy community including organizing events in collaboration with external partners. 
  • Monitor and update knowledge community (KC)-generated information on discussion forums and networks.


Manage administrative and technical aspects of various IEM-ISSS programs, products and services [25%]

  • Manage events support including registration assistance, customer and presenter communication, as well as ensuring the smooth operation of the platform during an event. 
  • Review, update and maintain unit webpages in coordination with web content staff. 
  • Coordinate and collaborate with internal stakeholders on logistics and provide support for various volunteer leader gatherings including registration, developing run-of-show, preparing program materials and rosters.
  • Facilitate administrative and technical support for government officials for in-person and/or virtual participation at annual conference. 
  • Compile and distribute Report an Issue submissions to volunteer leaders on a weekly basis.  
  • Develop promotional messaging for IEM-ISS Services related products/services including the Adviser’s Manual 360, events, workshops, publications and resources.
  • Assist in reviewing and editing IEM-ISS Services related publications.
  • Monitor departmental inboxes and coordinate preconference communication with external partners.
  • Prepare and inventory materials for the annual conference. 

Serve as staff liaison to the #YouAreWelcomeHere campaign [10%]

  • Develop and maintain strategy to engage and support participating institutions.
  • Lead social media and web presence through consistent messaging.
  • Create and disseminate promotional materials in collaboration with Marketing team.
  • Facilitate the implementation of guidelines, policies, and procedures. 
  • Manage requests in collaboration with Senior Impact Officer for participation in campaign. 

Complete additional projects as assigned by the supervisor in support of IEM-ISSS, Volunteer Engagement and LPDS [5%]


Requirements

Qualifications (Required)

Bachelor’s degree or the equivalent combination of education and experience; 

Minimum three (3) years for work experience in an international education office at a college, university, membership organization, or similar environment.

  • Experience with program management and delivery
  • Experience with customer service and stakeholder engagement
  • Knowledge of and experience in the International Enrollment Management field, highly preferred
  • Flexible, multi-task oriented, creative, and able to work in a fast-paced team environment as well as independently 
  • Highly organized and detail-oriented, with ability to effectively prioritize and execute tasks
  • Great work ethic and intellectual curiosity
  • A track record of excellent customer relations support using a variety of communication mediums and platforms
  • Strong communication skills, both oral and written, including web-based applications
  • Demonstrated ability to plan, take initiative, set priorities, and exercise sound judgment in a complex, fast-moving environment
  • Experience with database software, as well as various web or cloud-based conferencing platforms
  • Ability to master various technology, web, and data management systems.
  • Exceptional organizational skills and attention to detail
  • Proficiency with Microsoft Office suite products

Qualifications (Preferred)

Master’s degree in related field; five (5) years of work experience in the field of international education at a university, college or non-profit membership organization.

  • Advanced proficiency with Microsoft Office suite products
  • Experience with project management and database software.
  • Exposure to or experience in volunteer engagement and/or international education
  • Proficiency with Smartsheet, Canva, Zoom
  • Strong technical acumen (iMIS, BlueSky).
  • Previous experience with NAFSA, international education, or other association membership, or nonprofit organization

 

Office Environment

 

The workday is generally 9:00 a.m. to 5:00 p.m. Between Memorial Day and Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.
 

Travel and weekend work is required occasionally. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities in the U.S. Tasks are performed in a typical office environment, involving sitting for extended periods of time. Sitting, standing, bending, and lifting 10lbs or less will occur intermittently throughout the workday. Position involves constant use of computer keyboard and monitor, with intermittent use of headset and microphone. 

 

Total Compensation, Benefits

 

The hiring annual salary for this full-time, 35-hour per week Associate Director position is targeted at $65,000. Total compensation for employment at NAFSA entails a competitive employee benefits package, including:

  • Competitively priced medical and dental insurance plans with CareFirst
  • 403(b) retirement plan with eligibility for a 7% employer contribution
  • Generous paid vacation, sick, personal, compassionate, and parental leave plans
  • Thirteen paid holidays plus office closure between Christmas and New Year's Day holidays
  • Fully paid group life and disability insurance coverage
  • Vision insurance plan
  • Health and dependent care flexible spending account plans
  • Pre-tax parking and transportation plans
  • Opportunities for professional development
  • Eligibility for tuition reimbursement up to $5,250 per year
  • Free onsite fitness center and secure bicycle parking

About NAFSA: Association of International Educators

 

NAFSA: Association of International Educators is an organization of people dedicated to building a global community and fostering a more peaceful world through advancing international higher education. With approximately 10,000 members, NAFSA is the world’s largest professional development and advocacy organization committed to international learning and creating a more globally engaged, welcoming, and educated United States. 

 
NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all. NAFSA is a workplace that not only appreciates diversity but believes it is our strength, and we strive to create an inclusive culture for all our team members. NAFSA is proud to be an Equal Opportunity Employer. Learn more about NAFSA at www.nafsa.org.

Average salary estimate

$65000 / YEARLY (est.)
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$65000K
$65000K

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DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 4, 2025

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