Executive Support and Operations Coordinator

Mount Holyoke College

2d•Onsite

About The Position

The Executive Support & Operations Coordinator provides comprehensive, high-level administrative support to the Executive Director and serves as the primary front-facing service point for complex alum and internal inquiries. This role is dual-charged: it ensures the efficient operation of the Executive Director's office and coordinates seamless constituent support, guaranteeing meticulous organization and exceptional service delivery. The Coordinator is a critical component of the Alum Association’s Innovation & Operations team, tasked with providing administrative support across the department and ensuring every constituent interaction reflects the highest standards of the Alum Association and Mount Holyoke College (MHC). This position will report to the Deputy Director & Head of Operations.

Requirements

Bachelor's degree or equivalent experience in a professional office environment.
Minimum of 1-3 years of experience providing administrative support at the executive level.
Demonstrated experience with high-touch customer service or constituent relations.
Exceptional written and verbal communication skills, with proven ability to draft professional correspondence and handle sensitive information with discretion.
High proficiency in Google Suite and presentation tools (e.g., Canva).
Proven ability to leverage generative AI tools (e.g., Gemini, ChatGPT, etc.) for communication drafting, research, and process automation.
Proficiency in Project Management Software (e.g., Wrike, Asana, etc.) and experience with a CRM system (e.g., Kindsight, Salesforce).
Proven organizational and time management skills, with the ability to prioritize competing deadlines in a fast-paced environment.

Nice To Haves

Experience working in a high-touch corporate, service, or hospitality sector or advancement setting.
Adeptness at managing hybrid/virtual meeting technology (Zoom, Google Video, Microsoft Teams).
Familiarity with Mount Holyoke College, the MHC alum network, or a similar liberal arts environment.

Responsibilities

Executive Calendar and Travel: Manage complex calendars for the Executive Director (ED) and Deputy Director & Head of Operations (DDHO), scheduling internal/external meetings (including the Alum Association Board and Board President). Coordinate all travel logistics and expense reporting.
Correspondence and Communications: Draft, proofread, and manage highly confidential correspondence, meeting materials, and presentations. Triage general office inboxes and respond on behalf of the directors when appropriate.
Meeting Preparation: Prepare agendas, gather materials, manage technology, and accurately record, transcribe, and distribute minutes for the Alum Association leadership team and other high-level committees.
Office Administration & Supervision: Manage office inventory, supplies, and liaison with Facilities/IT. Recruit, hire, train, and supervise front desk student workers.
Finance & Reporting: Process invoices and purchase orders. Manage financial processes for the ED, DDHO, and the Board, ensuring accurate budget tracking in partnership with the Financial Analyst.
Project System Management: Act as a key user/administrator for the team’s project management system (Wrike), ensuring ED, DDHO and Board tasks, deadlines, and project statuses are accurately tracked, updated, and prioritized.
Reporting & Priorities: Adhere to workflow and priority guidance set by the Deputy Director, ensuring the Executive Director’s scheduling and correspondence needs receive the highest priority status.
Constituent Liaison: Serve as the first point of contact for complex, high-priority alum and volunteer inquiries (phone, email, in-person). Train and oversee a small team of students to support this role.
Inquiry Automation: Lead the implementation and daily management of the team's AI-powered email triage and response agent. Monitor agent performance and refine prompts to ensure brand consistency and accuracy.
Volunteer Support: Provide high-touch support to key alum committee chairs and volunteer leaders, assisting with scheduling, material distribution and operational needs related to their service.
Event Coordination Support: Manage key administrative logistics for signature events and campus visits, coordinating VIP arrangements, gathering materials, and confirming travel/lodging for guests and speakers.
Protocol and Service Standards: Develop and maintain service protocols for handling alum inquiries, complaints and urgent requests, ensuring a consistently professional and empathetic experience.
Knowledge and Process Transfer: Maintain and organize key department files, records, and procedural documentation within the shared drive and the project management system to support department process improvement.