International Student Program Residency Operations Manager

Indiana Wesleyan University • Indianapolis, IN

6d • Onsite

About The Position

The ISP Operations Manager position at Indiana Wesleyan University plays a pivotal role in maintaining the efficient operation of the education center and creating a successful in-person experience for our international students and guests. This individual will be responsible for providing exceptional customer service to students, faculty, and staff and ensuring a welcoming and supportive environment conducive to learning. Duties include assisting with various administrative aspects of international student services and faculty support. Duties also include ensuring the smooth operation and success of the residency programs through effective execution and troubleshooting, assisting with administrative tasks and activities during in-person residencies, and providing general support as needed.

Requirements

• According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
• Bachelor’s degree required
• Experience in a professional office, hospitality, or customer-facing environment, with a proven track record of resolving complex customer or operational issues
• Experience maintaining organized records or systems and using basic data (such as attendance, inventory, or feedback) to help improve daily operations
• Possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
• Exceptional attention to detail and the ability to follow and execute standardized operational protocols with accuracy and consistency
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) or equivalent productivity software
• Strong organizational and time-management skills, with the ability to prioritize tasks and manage competing deadlines in a fast-paced environment
• Strong interpersonal and communication skills, with the ability to provide a welcoming and supportive environment for students and faculty
• A "continuous learner" mindset, with the ability and desire to learn new software, AI tools, and university systems
• Demonstrated commitment to service excellence and supporting the success of others
• Ability to work a flexible schedule, including required Friday and Saturday hours during residency periods (approximately 30 times per year)
• Ability and willingness to travel to regional residency locations as needed, including occasional overnight stays

Nice To Haves

• Master's degree preferred
• Preferred experience working with diverse populations or in a role that required high levels of cultural sensitivity and hospitality

Responsibilities

• Manage the local execution of residencies in alignment with the model and protocols established by the Director, ensuring a welcoming and efficient environment
• Serve as the primary operator for local systems, including attendance record keeping, student ID production, and site-level communications to faculty, students, and ISP staff attending residencies
• Supervise the Residency Operations Assistant Manager and coordinate other ISP faculty, staff, Regional Operations staff, and guests at the residency, including scheduling and training on standardized protocols
• Act as co-lead coordinator for all on-site incidents in collaboration with the Regional Operations team members overseeing physical building operations
• Provide direct guidance and support to students regarding residency services and attendance matters
• Serve as a primary point of contact for routine student inquiries at the site
• In cooperation with Regional Operations, ensure facility readiness, room set-ups, and hospitality standards are met for every residency
• Provide support to students, faculty, and education center staff as needed
• Use AI tools to support daily work activities, enhance output quality, and improve efficiency within defined processes and guidelines

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level