Assistant Director, Alumni Service Experience
About The Position
University Development and Alumni Relations (UDAR) is dedicated to soliciting the private funding necessary to support the strategic goals of the University in teaching, learning, and research. The personnel of UDAR work university-wide as well as within individual schools and colleges of the University to discover, motivate, cultivate, solicit, and steward alumni, parents, faculty, and friends for immediate, long-range, and future financial support, through gifts and pledges to the University, for critical operations such as student aid, faculty support, academic and research program development, and facilities and infrastructure. UDAR's endeavors raise funds for immediate University use and also for the University's endowment. The Assistant Director, Alumni Service Experience will oversee and provide timely quality service to alumni who reach out with general inquiries or complaints, streamlining access to alumni benefits, improving workflows and processes, and supporting data integrity efforts for increased alumni engagement. Directly assist in and supervises administrative and student staff in servicing a high volume of queries via email, phone, and in person. Serve as a primary liaison between Alumni Relations and various UDAR teams and other NYU offices to represent the alumni perspective, resolve issues, and maintain up-to-date information for alumni. Assist with alumni crisis response. Plays an integral role in supporting Alumni Relations data maintenance and integrity, including leading and supporting efforts to maintain updated contact information for alumni, logging engagement and interactions with alumni, and reporting on engagement and demographic data as well as other KPIs. UDAR encourages work-life integration for our employees, therefore this position is eligible for a hybrid work arrangement.
Requirements
- Bachelor's Degree
- 5+ years relevant experience or a combination of experience and education
- Resourceful, empathetic, forward-thinking, detail oriented
- Strong problem-solving skills and a commitment to providing excellent customer service
- Exceptional verbal, writing, editing, communication, and interpersonal skills
- Comfortable communicating with a diverse audience
- Ability to work efficiently, collaboratively, and decisively
- Experience in managing teams and workflows effectively
- Ability to interpret and dissect data
- Experience managing and cleaning large amounts of data using Microsoft Excel
Nice To Haves
- Experience or working knowledge with BBCRM or another customer relations management (CRM) platform
Responsibilities
- Oversee and provide timely quality service to alumni who reach out with general inquiries or complaints
- Streamlining access to alumni benefits
- Improving workflows and processes
- Supporting data integrity efforts for increased alumni engagement
- Directly assist in and supervises administrative and student staff in servicing a high volume of queries via email, phone, and in person
- Serve as a primary liaison between Alumni Relations and various UDAR teams and other NYU offices to represent the alumni perspective, resolve issues, and maintain up-to-date information for alumni
- Assist with alumni crisis response
- Plays an integral role in supporting Alumni Relations data maintenance and integrity, including leading and supporting efforts to maintain updated contact information for alumni, logging engagement and interactions with alumni, and reporting on engagement and demographic data as well as other KPIs
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What This Job Offers
Job Type
Full-time
Career Level
Director
