Job Location: Cleveland - Ohio

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

 

Job Overview

The Student Services Manager (SSM) supports all aspects of student services for international students enrolled in Cleveland State Global programs. The main responsibility of this role is to carry out parts of a strategic plan that supports students’ academic engagement, social integration, and cross-cultural development in their new academic and social environments.  This role reports to the Managing Director.

 

The SSM is a skilled team player who successfully implements support services catered to international students.  The SSM is an entry-level manager role with an innovative approach to analysis, data-driven decision making, and problem solving.  He/She/They understands the holistic overlay of the academic, social, and emotional needs in the student lifecycle.  Having a hands-on approach to academic delivery, customer service, and business growth is essential to successful collaboration with internal and external stakeholders, university administrators, students, and parents.  The SSM is comfortable multitasking, can change priorities to fit business needs, and manages time efficiently.

 

Essential Functions

Student Services

• Assist the Managing Director in developing programs that guide, prepare, and motivate students toward degree completion
• Oversee the student services team in delivering key service components of the student experience, including student housing and dining, pre-arrival communication, arrival support services, orientation programming, ongoing student services support, and the overall student experience
• Handle special student cases, including students experiencing significant personal and academic difficulties
• Guide, prepare, and motivate students to a successful undergraduate or graduate experience and degree completion
• Deliver exceptional student services, beginning with pre-arrival processes, airport transfers, orientation programming, ongoing student services support, and student acculturation into the university providing a strong foundation for the student’s academic success
• Mentor, train, and coach students to support their skill development in goal setting, strategic planning, cultural competency, problem solving, and interpersonal relationships, among other areas
• Assist in the development, promotion, and implementation of programs to support student retention and socialization/acculturation; assist in the design and implementation of orientation programming
• Teach or coach first-year transitional programming if applicable

Data and Technology

• Collaborate with the Managing Director and Academic Director on data collection and analysis
• Provide required data and information to internal and external stakeholders, with an eye toward strategically planning future retention activities and creating the best possible experience for students
• Contribute to student services operations to ensure that systems and procedures are followed, and technology is used to streamline systems and procedures; assist in the creation of new student services–related processes

 

People Management

• Recruit, develop, and retain team members to ensure productivity and engagement
• Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organization goals
• Provide coaching, counseling, and corrective action (when necessary) to team members
• Foster a culture that reflects Shorelight’s values

 

Minimum Qualifications

• Bachelor’s degree
• 2+ years’ experience in higher education or student-facing equivalent
• Experience working with international students or customers in an administrative or academic capacity
• Proven customer service skills
• Demonstrated empathy in managing culturally sensitive situations
• IT literacy (e.g., student information system or database, or customer relationship management systems)
• Ability to work evening and weekend hours as needed
• Eligibility to work in and travel freely to and from the United States without sponsorship

 

Preferred Qualifications

• Master’s degree
• Proven people management skills
• Experience in program evaluation and assessment
• Experience working with students who face a variety of challenging academic, social, or other needs
• Experience working with international students or customers in an administrative or academic capacity
• Experience working successfully with non-native English speakers
• Knowledge of Spanish, Mandarin, Arabic, or Hindi

 

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required–Education, Criminal, Identity

 

Cleveland State Global is an Equal Opportunity Employer.

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

 

Job Overview

The Student Services Director (SSD) develops and leads all aspects of student services for international students enrolled in Cleveland State Global programs.  The main responsibility of the role is to design and implement a strategic plan to support Cleveland State Global students’ academic engagement, social integration, and cross-cultural development in their new academic and social environment.

 

The SSD is a skilled team player who successfully develops support services catered to international students. The SSD is an experienced leader with an innovative approach to analysis, data-driven decision making, and problem solving. The SSD must leverage data and analysis to drive a strategic, high-impact student services organization in alignment with Cleveland State Global objectives. The SSD also possesses heightened interpersonal and customer service skills and leverages these skills to develop strategic relationships and work closely with university leaders and a range of administrators, partners, students, and parents. The SSD has a passion to deliver a high level of service to the students, and understand the holistic overlay of the academic, social, cultural, and emotional needs in the student lifecycle.  This role reports to the Managing Director.

 

Essential Functions

Student Service

• In partnership with Managing Director, Academic Director and Shorelight leadership, develop programs that guide, prepare, and motivate students toward degree completion
• Manage all Cleveland State Global student services, including student housing and dining, pre-arrival communication, arrival support services such as airport transfers, orientation programming, ongoing student services support, events calendar, coordination with university cultural associations, coordination of a student ambassador program and peer advising infrastructure, progression, matriculation, and the overall student experience
• Maximize student retention and progression through active student participation in the program’s events, holistic advising, and tutoring as well as encouraging engagement in university events and clubs/organizations to foster a sense of belonging
• Support Managing Director in the rollout of new program initiatives

 

Relationship Management

• Liaise with and create mutually beneficial, scalable relationships with key contacts at the university, including the Managing Director, Academic Director, International Student Services, Campus Housing, Dining Services, Student Development & Enrollment Services, Office of Student Involvement, Office of the Registrar, and various other departments
• Foster external relations and partnerships that continually enhance the reputation and success of Cleveland State Global
• Liaise with partnership Academic staff regularly to ensure effective and efficient processes to support student success such as tutoring structures, advising structures, students of concern communication and protocols etc.

 

Data and Technology

• Ensure that systems and procedures are established and followed to maintain accurate records and reporting on all aspects of the program
• Leverage data and analysis to continually assess student success and satisfaction in order to create the best possible experience for students

 

People Management

• Supervise a team of Student Services Advisors (SSAs) responsible for holistic advising, student customer service, and program execution with a clear focus on student retention
• Recruit, guide, and develop academic and administrative staff including talent management activities such as goal setting, performance reviews, ongoing feedback, and development planning

 

Minimum Qualifications

• Bachelor’s degree
• 2-5 years’ experience in higher education or hospitality
• 2+ years’ experience working with students or customers in an administrative or academic capacity
• Experience with Microsoft Office Suite
• Hands-on approach to academic delivery, customer service, and business growth
• Strategic and tactical planning expertise
• Proven people and budget management skills
• Ability to work evening and weekend hours as needed
• Eligibility to work in and travel freely to and from the United States without sponsorship

 

Preferred Qualifications

• Master’s degree
• Experience coordinating international student support services or leading customer experience programs
• Experience in program evaluation and assessment
• Experience working successfully with non-native English speakers
• Experience planning and organizing events
• Experience working with class management tools and systems
• Knowledge of Spanish, Mandarin, Arabic or Hindi

 

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required–Education, Criminal, Identity

 

Cleveland State Global is an Equal Opportunity Employer.

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

 

Job Overview

Student Services Advisors (SSAs) help develop and support student service programs for international students. Reporting to the Student Services Director (SSD), SSAs are responsible for collaborating with the SSD to support students’ academic engagement, social integration, and cross-cultural development in their new academic and social environments.

The SSA is an energetic team player who successfully executes support services catered to international students. The primary responsibility of the SSA is to deliver high-quality cocurricular and extracurricular support experiences for program students, as well as hands-on academic support, guidance, and mentoring. The SSA has excellent customer service skills and the ability to focus his or her attention on individual students as they are guided through the program. The SSA also possesses the interpersonal and intercultural skills necessary to work closely with students, parents, program staff, and university administration.

 

Essential Functions

 

Student Service

• Guide, prepare, and motivate students to a successful undergraduate or graduate experience and degree completion
• Deliver exceptional student services, beginning with pre-arrival processes, airport transfers, orientation programming, ongoing student services support, and student acculturation into the university providing a strong foundation for the student’s academic success
• Mentor, train, and coach students to support their skill development in goal setting, strategic planning, cultural competency, problem solving, and interpersonal relationships, among other areas
• Assist in the development, promotion, and implementation of programs to support student retention and socialization/acculturation; assist in the design and implementation of orientation programming
• Teach or coach first-year transitional programming if applicable

 

Relationship Management

• Support key relationships at the university and at the partnership, including academic teams, International Student Services, Campus Housing, Dining Services, Student Development and Enrollment Services, Office of Student Involvement, Office of the Registrar, and various other departments
• Communicate openly and effectively with campus and community partners in accordance with FERPA (Family Educational Rights and Privacy Act) about health and safety issues, incidents, and problems

 

Data and Technology

• Maintain accurate records and reporting for assigned cohort of students
• Contribute to student services operations to ensure that systems and procedures are followed and technology is used to streamline systems and procedures; as relevant, assist in the creation of new processes
• Assist with the coordination of student satisfaction surveys and associated analysis, with an eye toward improving the student experience

 

Minimum Qualifications

• Master’s degree
• Demonstrated interest in higher education advising, student services, or hospitality
• Proven customer service skills
• Demonstrated empathy in managing culturally sensitive situations
• IT literacy (e.g., student information system or database, or customer relationship management systems)
• Ability to work evening and weekend hours as needed
• Eligibility to work in and travel freely to and from the United States without sponsorship

 

Preferred Qualifications

• Experience in higher education advising, student services, or hospitality
• Experience working with students who face a variety of challenging academic, social, or other needs
• Experience working with international students or customers in an administrative or academic capacity
• Experience planning and organizing events
• Experience working successfully with non-native English speakers
• Knowledge of Spanish, Mandarin, Arabic, or Hindi

 

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required — Education, Criminal, Identity

 

Cleveland State Global is an Equal Opportunity Employer.

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

Job Overview

The Accommodations Manager (AM) proactively manages the student housing and accommodation catered to international students enrolled in International Accelerator Programs.  The AM designs and maintains dynamic data systems that track room housing rosters, schedules inspections and cleaning services, and manages live-in resident staff.  This role reports to the Student Services Director.

 

The Accommodations Manager is an energetic team player who takes initiative and has excellent interpersonal skills.  He/She/They is comfortable multitasking, adjusts quickly to shifting priorities, and has a strong attention to detail.  The AM is a skilled problem solver who demonstrates tact, patience, and diplomacy, particularly with non-native English speakers.  Exceptional customer service, organizational skills, and oral and written communication are critical.

 

Essential Functions

Housing Administration Management

• Lead pre-arrival process to ensure housing assignments are prepared, including but not limited to booking and confirming arrival reservations, making housing assignments, and executing room set-up lists as well as managing punch card

• Collaborate with Student Service Team in updating ancillary products, including activation and continuation of dining, insurance, and other services delivered to students

• Develop and manage a dynamic system to oversee regular housing inspection schedules and follow-up on remediation as necessary through third-party vendor networks

• Place students into housing locations, keeping accurate and up-to-date housing inventory to assist in forecasting exercises

• Oversee maintenance of accurate records for student addresses; generate forms and information to students in housing to facilitate move-in and move-out

• Liaise with the Student Services Team and Resident Assistants on the orientation/intake process, planning engagement activities at housing locations, resident verifications, room checks, and intervention 

Facilities Management

• Oversee third-party property management services to assure execution of items escalated for remediation; conducting follow up as needed

• Manage local cleaning service companies on cleaning and room turnover
• Lead the formulation and maintenance of housing policies and procedures, which may include eligibility, lease agreements, petitions, emergency or temporary housing, and riders to leases

People Management

• Recruit, develop, and retain team members to ensure productivity and engagement

• Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organizational goals

• Provide coaching, counseling, and corrective action (when necessary) to team members
• Foster a culture that reflects Shorelight’s values

Minimum Qualifications

• Bachelor’s Degree in Business Administration, Hospitality Management or related field

• Experience working in Hospitality Operations Management

• Demonstrated advanced knowledge of the Microsoft Office Suite, particularly Excel

• Excellent data management skills, including an understanding of how to create and maintain complex databases and produce reports as needed

• Ability to thrive in a fast-paced environment, take initiative, and maintain a high energy level

• Experience working in lease administration, portfolio management, property management or three years of experience working in a university based international student pathway program

• Exceptional interpersonal, communication, and presentation skills

• Eligibility to work in the United States without sponsorship

Preferred Qualifications

• Master’s degree in Business Administration, Higher Education Administration, Hospitality Management, or related field

• Experience working successfully with non-native speakers of English

• Experience working with Salesforce or other CRM software to produce reports and maintain accurate data

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required – Education, Criminal, Identity

Cleveland State is an Equal Opportunity Employer.

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

Job Overview

The Accommodations Coordinator works closely with the student services team to acquire accommodations, make off-campus housing assignments, and manage accommodations for students enrolled in the International Accelerator Program.  The Accommodations Coordinator organizes key elements of program housing, facilitates assignments for incoming students, and maintains operations and high-quality management in housing.  He/She/They respond to a variety of student needs in off-campus program housing so being physically present in housing facility and the ability to work non-traditional business hours in an on-duty/on-call capacity is critical.  This role reports to the Accommodations Manager

 

The Accommodations Coordinator is an energetic team player who demonstrates a strong commitment to the specialized program and has a dedicated focus on high-level customer service.  The Accommodations Coordinator manages accommodation services catered to international students so the ability to work in a diverse environment and exhibit cross-cultural competence and understanding is critical.  He/She/They is comfortable multitasking, adjusts quickly to shifting priorities, and manages time efficiently.  The Accommodations Coordinator has strong problem-solving skills, pays close attention to detail, and has outstanding oral and written communication.  Exceptional interpersonal skills with demonstrated tact, patience, sensitivity, and diplomacy, particularly with non-native English speakers, is essential.

 

Essential Functions

Housing Administration Management

• Ensure housing assignments are complete and housing spaces are ready for student arrivals
• Coordinate with vendors for furniture, housewares, linen packs, and other assignment needs
• Oversee and track key distributions, including maintaining records for lockouts and lost key replacement as needed
• Oversee biweekly health and safety inspections
• Provide administrative reports on facilities, resident interactions, and housing assignments as well as manage documentation for fines and other invoices
• Maintain data of housing locations and keeping accurate records of available space, including emergency contact information
• Maintain a current accurate record of all inventory data, student placement, maintenance records, bed availability dates, etc. to ensure contracted beds are at a maximum occupancy
• Coordinate with Marketing to develop content regarding housing, including brochures, reports, forms, and other educational materials
• Track and report on occupancy and housing availability based on student progression

 

Residence Life Management

• Foster residential community clarifying community outcomes and crafting complimentary programmatic events that underscore diversity, inclusion, respect, and personal ownership within the community
• Partner with student services team to execute residence engagement strategies
• Support student learning of community conduct standards, facilitate apartment contract meetings, and serve as first-level contact in resolving roommate conflicts
• Oversee the judicial process of residence students ranging from fines, behavioral contracts, and community service to eviction
• Oversee residence advisor team in the enforcement of community standards
• Train residence life staff on conflict resolution and student conduct policies and procedures
• Liaise with student services team on at-risk students

 

Incident and Emergency Response

• Manage on-duty phone line and being respond to emergencies in a timely manner
• Work in conjunction with student services team and appropriate campus partners to provide and coordinate crisis response and support to students as well as to coordinate emergency/crisis response to the rest of the university
• Serve as an official campus authority for the Clery Act and mandatory reporter for Title IX issues
• Provide timely and accurate notification and reporting using provided platforms
• Attend campus functions, student programs, and after-hours emergency response
• Serve in on-duty capacity for a portion or all of holiday breaks when university offices are closed

 

Minimum Qualifications

• Bachelor’s degree
• 1-2 years supervisory experience
• Experience managing accommodation services catered to international students
• Ability to work evenings and weekends

 

Preferred Qualifications

• Resident life experience
• Existing knowledge/familiarity with federal regulations (e.g., Clery Act)
• Familiarity with Salesforce, Google Docs, and SmartSheet

 

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

 

Background Check Required–Education, Criminal, Identity

 

Cleveland State is an Equal Opportunity Employer.