Assistant Director and DSO of Summer Programs - Berklee College of Music in Boston Massachusetts

Unfortunately, this job is expired as of 4/6/2016.

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Berklee College of Music

Boston, Massachusetts

United States

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Detailed Job Description

The Assistant Director of Summer Programs forms and maintains all the core customer service initiatives in the Summer Programs area that support our enrollment objectives.  A broad range of duties range from forming and maintaining office and department processes and workflow, managing frontline communications, overseeing the international advising operation and guiding application and CRM workflows. 


Under the broad supervision of the Associate Director of Summer Programs, the Assistant Director creates and maintains successful customer service flows from technology processes to communication flows for the Office of Summer Programs.  The Assistant Director manages a considerable front line customer service student employee team, training the team on CRM operations and communication flows.  As the Designated School Official (DSO) for the Summer Programs area, the Assistant Director oversees the international advising operation, ensuring regulations for programs requiring student visas are met.  In addition the Assistant Director advises the Associate Director on matters of CRM workflow from application to enrollment stages of the student experience.

Essential Duties and Responsibilities:

  • Design and maintain customer service processes and initiatives from application to enrollment stage.
  • Manage Salesforce CRM workflow operations.
  • Hire, supervise and coordinate front-line staff, comprising ten student employees, as well as 5 Week Office staff while maintaining the highest level of customer service.
  • Prepare and deliver trainings to frontline on CRM operation as well as multiple communication platforms.
  • Manage application and immigration process for approximately 500 new international student records/cases per year. Includes all SEVIS processing and related immigration counseling
  • Maintain international student records including Student and Exchange Visitor Program (SEVIS) processing and immigration advising
  • Field phone and email inquiries, advise prospective participants and their parents regarding all aspects of summer programs including course content, application procedures and student life.
  • Address, troubleshoot and facilitate the resolution of application issues
  • Ensure quality of communications distributed to prospects
  • Counsel students on all aspects of the program, including program eligibility, registration troubleshooting resolution, course content, student life and post program steps
  • Lead a team collaborative effort to implement and maintain customer contact via regular phone and email campaigns
  • Coordinate efforts across departments to meet the specific needs of Summer Programs students and their families.
  • Coordinate outreach initiative to all registered students to improve yield on applications and ensure a positive Berklee experience.
  • Coordinate the processing of all summer programs data entry projects. Process summer programs applications with special requirements.  
  • Coordinate the international Five-Week check-in and assist with all other programs check-ins.
  • Visit summer camps and fairs as well as other recruitment events on behalf of the Office of Summer Programs.
  • Responsible for office management and procurement.
  • Undertake special projects and provide general support to the Director of Summer Programs, Marketing and Enrollment Managers, and the Technical and Communications Manager as needed.

Additional Duties and Responsibilities

  • Travel to off-campus summer programs in a variety of roles and responsibilities.
  • Oversee Summer Programs fellowship rotation in conjunction with the Associate Director of Summer Programs
  • Responsible for updating international student resources, information and communication particularly with regard to changing federal regulations.
  • Collaborate with and provide back-up support to Admissions Application manager and team

Other Information or Comments

The Assistant Director of Summer Programs will coordinate all customer service efforts for the office of Summer Programs, managing the front-line reception/information staff, application processing, and leading the workflow and process design required with the recent adoption of the Salesforce CRM by the Enrollment area. Summer Programs comprises over 20 programs annually amassing over 4,000 applications and enrolling around 3,000 students every summer. This role is critical to the operation of the office and really comprises major responsibilities typically found in 2 roles: Office Manager and Applications Manager as well as DSO training and experience with international populations. The ideal candidate will have knowledge of Berklee, great communication skills, and DSO experience. Berklee summer programs are vital to the college’s overall enrollment objectives and revenue goals. Around 30% of any entering fall class includes students who will have attended one or more summer programs.

Required Skills

  • Excellent interpersonal, written and verbal communication skills.
  • Excellent computer skills. Ability to easily adapt to new technologies and software.
  • Attention to detail, ability to multi-task.
  • Ability to communicate effectively with individuals from other cultures with varying levels of English ability.
  • Some travel required.
  • Bilingual/Multi-lingual fluency a plus.
  • Must be a U.S. citizen or U.S. legal permanent resident as mandated by federal regulations for all DSOs.
  • Demonstrated capacity to develop & maintain effective working relationships with individuals & organizations reflecting a broad range of identities, perspectives & experiences.

Required Experience

  • Bachelor’s degree, two years related experience required.
  • Knowledge of DHS regulations governing F-1 students in higher education. Knowledge of SEVIS regulations and reporting strongly preferred.
  • Salesforce CRM experience preferred
  • Project management experience.
  • Background in music strongly preferred.

Berklee College of Music is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

Keyword Phrases

  • Assistant Director and DSO of Summer Programs
  • Learning lab for the music of today
  • Cultivating the musicianship of all students
  • Holistic and constantly evolving diversity
  • International Programs
  • Pre-College Outreach
  • Admissions & Enrollment / Recruiting
Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: Director
Salary: See Job Description
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume
Cover Letter