Job Department: Student Services

About Us
The Global First Year is a partnership between Florida International University (FIU) and Shorelight. The Global First Year combines English language instruction and support with academic instruction and acculturation. The mission of the program is to immerse first-year international students 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 in obtaining their FIU degrees.

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

• Master’s degree
• 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

FIU Global First Year is an Equal Opportunity Employer.

About Us

The Global First Year is a partnership between Florida International University (FIU) and Shorelight. The Global First Year combines English language instruction and support with academic instruction and acculturation. The mission of the program is to immerse first-year international students 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 in obtaining their FIU degrees.

Job Overview

The Student Services Director (SSD) develops and leads all aspects of student services for international students enrolled in FIU Global First Year programs.  The main responsibility of the role is to design and implement a strategic plan to support FIU Global First Year 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 FIU Global First Year 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.

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 FIU Global First Year 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
• Other projects as assigned by the Managing Director

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

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 FIU Global First Year
• 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

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
• Demonstrated exceptional leadership, flexibility, interpersonal communication, presentation, and negotiation skills
• Complex problem-solving, decision-making, and creative-thinking abilities with heightened sense of accountability and ownership of all things related to students
• 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.

FIU Global First Year is an Equal Opportunity Employer.