Global Director, Global Service Experience

Northeastern University•Boston, MA

1d•$130,945 - $189,869•Hybrid

About The Position

Northeastern University’s Office of the Registrar operates a federated network service model that serves 66,000 students - degree, non-degree, and continuing education - across 14 campuses in three countries. The Global Director of Global Service Experience is the network-wide leader responsible for the service model, delivery, and outcomes of the academic and registrar service experience. Those served include current, former, and prospective students; parents; advisors; faculty; college administration; peer student support units; regulators, among others. This role does not exist at Northeastern today and is being created to affirm, within the Provost's academic and student services portfolio, that student experience is not a function — it is the center of everything we do and how we do it. It brings a singular focus on service excellence across the academic and student service portfolio in the global network, amplifying and advancing work in ServiceNow, including continuing to expand the AI chatbot and related functionality, service assessment, and SLA frameworks. Students at Charlotte, Silicon Valley, Vancouver, and London, for example, have different needs, different compliance contexts, and different campus cultures. This leader owns the design, consistency, and continuous improvement of the academic and student services portfolio. The Global Director of Global Service Experience leads the four cluster Sr. Associate Registrars (Boston, NYC, Oakland, London) who are the front-facing registrar presence for students and other populations they serve, as well as the network-wide service team that supports former and prospective students as well as other stakeholders. This is a leadership role for someone who believes that excellent service is built by design proactively, not delivered by heroics reactively.

Requirements

Master's degree required in any field; equivalent combination of advanced education and demonstrated leadership in service design and excellence, customer/student experience, or operational management, or related.
7+ years of progressive leadership experience in service design, delivery, and assessment aimed at continuous service enhancements, or related, preferably in a global and multi-point of service context.
Demonstrated experience leading geographically distributed teams, with a track record of building cohesive culture and shared standards across locations
Experience working with case management systems, service analytics, or similar operational platforms.
Exceptional communication skills — with students, staff, faculty, and senior leadership — including the ability to represent frontline realities at the executive level and work across the institution to solve escalated cases.
A genuine commitment to the student experience as the primary measure of success, combined with the operational discipline to build systems that deliver it consistently
A leadership philosophy that values people, presence, and relationships as the foundation of institutional trust.

Responsibilities

Own the student service experience across the global network — setting standards, measuring outcomes, and driving continuous improvement network-wide.
Lead and develop the four cluster Sr. Associate Registrars, providing strategic direction, operational support, and professional development.
Design and implement service standards that are consistent across the network while remaining responsive to the unique needs of each campus population.
Champion the student lens in every operational and policy decision — ensuring that what the student experiences is always the test of whether something is working
Build the operational infrastructure for cluster-based service delivery— including adjusting ServiceNow case management standards, escalation pathways, SLA frameworks, and cross-cluster knowledge sharing.
Partner with the Registrar for Global Operations to ensure cluster teams have the operational knowledge, tools, and support they need to serve students effectively — including an embedded rotation model in which cluster service staff are periodically placed within central specialist teams as an experiential approach to building deep institutional knowledge.
Build bench depth across the cluster network — developing generalist registrar capability that grows into future leadership roles across the institution and the field
Identify and escalate structural barriers to student service — including cross-office coordination failures, policy gaps, and technology limitations — with solutions, both short and longer term.
Represent the student service function in senior leadership conversations, contributing a clear and data-informed point of view on what students need and what the network is and isn’t delivering.