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

• Bachelor’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 Operations Manager, Marketplace (OMM) promotes and manages all non-academic products and services offered through Cleveland State Global, which includes but is not limited to student housing and accommodations, dining plans, insurance, affiliate vendor services, and living essentials catered to international students enrolled in International Accelerator Programs while also developing new business opportunities to drive growth.  The OMM designs and maintains complex, dynamic data systems that track and report all products and services offered, especially housing rosters, occupancy reports, and housing waivers, therefore strong data management skills are essential.   He/She/They owns the financial performance, marketing associated with the products, and the student satisfaction for Shorelight Marketplace. This role reports to the Managing Director and manages student workers who live in residential communities (Resident Assistants).

The OMM is an energetic team player who takes initiative and has excellent oral and written communication skills.  Exceptional sales and customer service skills with proven negotiation abilities are critical.  He/She/They is a skilled problem solver who demonstrates tact, patience, and diplomacy, particularly with non-native English speakers.  The OMM is innovative and customer-focused with an entrepreneurial mindset.  He/She/They is organized, comfortable multitasking, adjusts quickly to shifting priorities, and has a strong attention to detail.

Essential Functions

Ancillary Services Management

• Lead pre-arrival process to ensure ancillary program assignments are prepared, including but not limited to booking and confirming arrival reservations, making housing assignments, and executing room set-up lists
• Manage a growing portfolio of products and support the implementation of new products
• Develop and manage a dynamic system to oversee regular housing inspection schedules and follow-up on remediation as necessary through third-party vendor networks
• 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
• 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
• Create and maintain a resident handbook that aligns with the university’s Code of Conduct

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

Security

• Comply with Shorelight Written Information Security Policy, and all other Shorelight Information Security Policies and Procedures
• Take responsibility for any Shorelight assets assigned to you
• Promptly report any security events, incidents or weaknesses to Shorelight Security

Minimum Qualifications

• Bachelor’s degree or Associate’s degree + 2 years related work experience or 4+ years related work experience
• 3+ years’ experience with new product implementation and promotion for internal and external customers
• Demonstrated advanced knowledge of the Microsoft Office Suite, particularly Excel
• 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
• 3+ years’ experience working in Hospitality Operations Management or in a university-based international student pathway program or experience working in lease administration, portfolio management, or property management
• 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 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 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.