Site Lead

UMGC Europe

Location: Vicenza Education Center, Italy
Overseas Regular Staff, Full-time (100%FTE), Grade 005

The Site Lead (SL), in coordination with the Regional Director and Assistant Director, is responsible for overseeing day-to-day operations of a specific field site. The SL is the direct supervisor for the local field staff, per divisional structure, and will be responsible for managing staff performance and administrative functions in Workday. The SL works closely with Regional Leadership, Education Service Officers (ESO), Education Center counselors and personnel, and the University of Maryland Global Campus (UMGC) administrative offices to administer UMGC programs and services. In addition to the duties stated above, the SL is also responsible for program coordinator duties such as preparing for and carrying out student support services and National Test Center (NTC) services. Program coordinator duties include, but are not limited to, managing student cases in Salesforce, data entry, outreach, marketing, and maintaining accurate student records.  

SPECIFIC RESPONSIBILITIES INCLUDE: 

• Supervise and lead staff at the assigned site 

• Work out of the field site office and be available during core business hours and evenings/weekends, as needed to ensure on-site coverage

• Collaborate with key stakeholders (e.g., CRM, logistics, operations, student services, academic affairs) for on-site operational needs, escalating when appropriate 

• Provide academic and administrative support services to prospects and students, and ensure quality assurance standards are met by being available, knowledgeable, courteous and responsive 

• Ensure all student and lead interactions are entered in Salesforce and appropriate follow-up activities are scheduled

• Manage key student business processes, including community outreach, and student recruitment

• Address and resolve staff concerns, escalating when appropriate

• Coordinate with the appropriate department to troubleshoot and resolve faculty and student concerns

• Schedule and proctor NTC examinations, as needed; ensure quality assurance of the testing program through coordination with the division NTC point of contact 

• Establish relationships and effectively communicate with host military Education Services Officer (or equivalent), respective education center staff, and local commands 

• Represent UMGC at official functions (e.g., local education fairs, open houses, semester start-ups, student appreciation days, local graduations) 

• Ensure classrooms are provided with adequate space and needed technology for class instruction

• Manage staff and office schedule to ensure members of the UMGC community are supported in accordance with operational needs 

• Support AD of training with onboarding new staff through mentorship and training, ensuring new staff have the tools and resources needed to successfully perform the functions of their job

• Supports class scheduling through providing recommendations for classes, coordinating class cancellation follow-ups, and tracking student populations

• Act as backup for the Assistant Director when they are out of the office 

• Keep staff at all levels informed of key developments and updates

• Other job-related duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:  

• Bachelor's degree from a regionally accredited U.S. institution or equivalent 

• Two (2) years of experience providing quality customer service 

• Organization and time management skills; ability to prioritize and manage multiple tasks 

• Effective verbal, written, and interpersonal communication skills

• Ability to understand and operate in foreign countries adapting to local rules, complexities, and practices 

PREFERRED EDUCATION AND EXPERIENCE: 

• Master's degree from a regionally accredited US institution or equivalent 

• Experience with using customer relationship management (CRM) and student information systems 

• Experience managing and supervising others in a higher education or customer service environment or relevant work experience 

• Six (6) months minimum academic and administrative experience at a college or university

• Experience as a program coordinator with UMGC or at a higher education institution or equivalent

• Previous experience with student recruitment and/or outreach

• Possess a valid local driver's license and be able to obtain and maintain a military driver's permit in the host nation 

Who May Apply: Local applicants who are not citizens, dual citizens, or ordinarily residents of the host country who possess their own individual logistical support (ILS) and/or are current UMGC employees only - no relocation will be provided. Applicants must already have and be able to maintain ILS, meaning that they must possess a U.S. military ID card and SOFA card from an external source, as this position does not offer ILS. 

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.