Associate Director, Multilingual Student Service

Commonwealth of Massachusetts•Salem, MA

9h•Hybrid

About The Position

The Associate Director of Multilingual Student Services is responsible for leading the development and delivery of services for multilingual students. This includes ensuring that prospective and current students, their families, and visitors receive accurate and accessible guidance on institutional policies, processes, and procedures. The role involves maintaining, supporting, and cultivating a multilingual service philosophy within the Student Navigation Center (SNC) and collaborating closely with Admissions, Orientation, and HSI/MSI Initiatives to assist prospective students and families. The Associate Director also performs analytical functions to assess data supporting SNC and other administrative service area operations. They serve as the functional lead for developing a library of multilingual resources for the SNC, manage student employees, and organize training sessions and operational documentation to support the SNC’s multilingual mission. Continuous improvement is a key aspect, requiring collaboration and coordination with other administrative offices within the SNC on all service-related functions. The position also involves utilizing appropriate technology to gather data, enhance student self-service capabilities, improve workflow efficiencies, and support new multilingual stakeholders.

Requirements

Master’s degree.
Bilingual or Multilingual proficiency in speaking and writing. Spanish, Portuguese, or Haitian Creole preferred.
Minimum of three years of supervisory experience in an educational environment, preferably in higher education, with demonstrated strength and experience in student service; particularly in a position of leadership.
Experience in communicating with multilingual audiences.
Demonstrated ability to work autonomously and to use sound judgment in keeping with established policies and procedures, as well as federal and state laws, regulations, policies and procedures.
Experience in and demonstrated ability to critically analyze and determine the applicability of data, to draw conclusions and to make appropriate recommendations or resolve complex problems.

Nice To Haves

Demonstrated strong and effective interpersonal skills and a positive, thorough, clear, concise and friendly attitude.
Possess functional knowledge of PeopleSoft student administration system.
Knowledge of immigration statuses and implications for enrollment and financial aid.
Demonstrated ability to conduct oneself with integrity and comply with applicable laws and regulations and exercise discretion in handling confidential information.
Experience fostering a team environment, and developing and maintaining harmonious working relationships.

Responsibilities

Lead the development and delivery of multilingual student-facing services.
Ensure accurate, accessible guidance on institutional policies, processes, and procedures for prospective and current students, families, and visitors.
Maintain, support and cultivate a multilingual service philosophy for the Student Navigation Center (SNC).
Collaborate closely with Admissions, Orientation and HSI/MSI Initiatives to support prospective students and families as needed.
Perform analytical functions assessing various source data that supports the SNC and other administrative service area operations.
Serve as the functional lead for the SNC in the development of a library of multilingual resources.
Manage student employees.
Organize training sessions and operational documentation to support the SNC’s multilingual mission.
Collaborate and coordinate with other administrative offices within the SNC and on all service-related functions in support of a continuous improvement philosophy.
Utilize appropriate technology to better garner data, improve student self-service capabilities and workflow efficiencies, and support new multilingual stakeholders.