Program Specialist

Industry:

Company: Institute for the International Education of Students

Status: Full-time, Exempt

Schedule: M-F, 8.30 a.m. – 4.30 p.m. May require occasional evening and weekend work based on seasonal business needs/position requirements.

Reports to: Director, Program Management

Direct Reports: None

Start Date: ASAP

Location: Chicago, IL, USA

About Us:

Everything we do is about the IES Abroad student. Our profoundly passionate team of study abroad professionals believe in creating once-in-a-lifetime educational adventures that transcend expectations. Our goal is to rock the world of some 9,000 study abroad students every year.

From our headquarters in Chicago to our 160+ study abroad programs in 85 global locations worldwide, we create authentic global education and life-affirming cultural experiences. We work at IES Abroad because we believe that every student should have the opportunity to go abroad – especially in a fun, safe, and superior academic and cultural environment.

We believe so strongly in the power of our program, that we actively recruit students from diverse populations and provide more than $5 million in scholarships year after year. We are proud that our students are as diverse and exciting as the countries we study.

We’re not ashamed to admit, we’re a little bit obsessed with study abroad.

When you join IES Abroad, you are a part of a diverse community of global leaders who know that our differences in skills and backgrounds are just as important as our shared passions and mission. Our work to educate students to become global leaders is grounded in our commitment to diversity, equity, inclusion, and anti-racism. We are a global organization made up of colleagues with a variety of backgrounds, cultures, and perspectives, and we are committed to creating an inclusive, welcoming environment for all employees, surrounded by a mix of talented professionals. You’ll want to come to work and, more importantly, want to stay and advance our mission together.

Summary of Position:

The Program Specialist is responsible for:
• Maintaining relationships with host institutions within an assigned portfolio, and for managing detailed program information for global use across the organization.
• Coordinating student admissions processes with the Global Enrollment Management team and SAF Country Offices.
• Creating, compiling and delivering relevant pre-departure orientation content for programs taking place at host institutions.
• Providing support and services to participating students while they are participating in the program.
• Supporting the program team on special projects.

Essential Job Responsibilities & Duties:

Host University Relationship Management:

• Conduct outreach to host university staff and work with the Senior Associate Vice President of SAF to identify new program opportunities and secure competitive advantages for SAF including tuition discounts, scholarships, alternative English testing opportunities, and guaranteed on-campus housing
• Support the Senior Associate Vice President of SAF in establishing and developing relationships with increasingly senior level officials at host universities
• Advocate to host institution officials for the highest quality of service for SAF students, including the timely review of student applications, securing access to host university facilities and services commensurate with degree-seeking students, appropriate housing options, and more
• Coordinate and execute visits to hosting institutions in collaboration with department leadership, arranging travel and meetings logistics, identifying points for follow-up, and providing regular reports on visit activities
• Communicate changes to program options at host institutions to the Senior Associate Vice President of SAF for consideration in relation to SAF’s portfolio
• Work with IES Legal team on concluding host institution MOAs that benefit participants and IES
• Contribute to discussions about new programming opportunities
• Facilitate connections to host institution contacts for Senior Associate Vice President of SAF and Program Development Team regarding SAF program development initiatives for short courses and customized programs.

Program Management and Development:

• Serve as the ultimate authority on program information, management, and execution for an assigned portfolio of SAF host institution programs. Lead the cross-functional program superuser team to ensure staff worldwide receive relevant program updates for assigned portfolio
• In collaboration with relevant internal teams, maintain accurate and up-to-date records for key aspects of assigned programs including admission requirements, host university contacts, departmental and registration restrictions, housing and insurance, dates and deadlines, fee changes, and visa application processes
• Contribute to cyclical updates of program information across various resources including promotional, reference, and web content for global use by SAF colleagues and other relevant constituents
• Identify and coordinate placement in appropriate local housing for SAF students, working with the IES Legal team to manage housing contracts for large groups of students
• Research and provide the most updated and accurate host institution pricing information available that appropriately reflects the program offerings
• Proactively track the pricing changes and participate the pricing process during each program pricing cycle
• Develop and maintain student pre-departure information materials to help students prepare for successful integration into host institution programs. Provide appropriate instructions related to course registration, arrival arrangements, housing placement, insurance plans, campus resources, health and safety, and more
• Serve as a resource for SAF country office Counseling and University Relations teams with regard to detailed program questions from students, families, and sending institution contacts
• Identify and collaborate with Marketing to promote events and opportunities for SAF Scholars at host institutions.

Student Services:

• Respond to program-related questions from students and colleagues in a timely manner
• Distribute pre-arrival information to students, including registration dates and processes, arrival transportation, orientation dates, etc.
• Track student progression on multi-term programs to ensure successful transitions from language to academic study
• Answer and respond to student calls in the rotation of after-hours Emergency Phone duties each month
• Identify enthusiastic participants for SAF marketing to profile or to serve as student ambassadors
• Work closely with host institution contacts, Country Office colleagues, and internal Dean of Students staff to refer and resolve student issues in a timely manner:
  • Serve as a resource for supporting students struggling with on-site issues, helping them navigate the host institution to receive the appropriate support
  • Triage incoming student issues to identify potentially serious issues in need of additional support
• Support tracking of and communication with students in the event of local emergencies
• Compile the student report weekly on a rotation basis for IES Crisis Management Team (CMT) to track SAF students’ arrivals, departures, and onsite statuses
• Utilize AlertMedia to conduct post-arrival safety drills and student outreach during a crisis

Client Relationship Management (CRM) and Student Information System (SIS)

• Collect, store and organize data related to student’s admission statuses, program dates, arrival and orientation information, housing information and more in student leads in CRM
• Conduct and maintain communications with admitted students via interactions in CRM
• Collaborate with Global Enrollment Management staff to move prospective students through the pipeline via CRM Application Workspace and SIS.

All other duties as assigned

Experience & Qualifications/Skills:

• 3+ years of experience in an administrative role
• Experience working with vendors, partners, or service providers to contract services
• Comfort with or ability to learn technology systems including but not limited to Client Relationship Management (CRM), Student Information Management (SIS), and Microsoft Office Suite
• Ability to be flexible and adaptable in a changing environment, maintaining a positive attitude
• Clear and professional communication and presentation skills
• Strong intercultural orientation and interest in working with teams in a variety of cultural contexts
• Strong attention to detail with the capacity to organize and maintain accurate records
• Takes initiative to suggest solutions when challenges arise. Assumes responsibility for actions, results, and mistakes.
• Experience in project management
• Personal or professional experience with international student programming is desirable
• Working proficiency in Chinese, Japanese, or Korean is exceptionally desirable
• Ability to demonstrate values and promotion of diversity, equity, inclusion, and anti-racism required.
• 25% domestic travel required of this position

Education, Licenses and/or Certifications:

• Bachelor’s degree or equivalent work experience

How to Apply:

All applicants should submit an application including cover letter, resume, and salary requirements by clicking ‘Apply’ at the top of this page.

Please visit www.IESabroad.org for more information about working at IES Abroad. If you require an accommodation with the application process, please email us: IESAbroad-Careers@iesabroad.org.

Equal Opportunity Employment:

IES Abroad is an equal opportunity employer and encourages applications from all qualified candidates. We strive to treat people with respect; fully utilizing employee’s abilities and promoting workforce diversity.

We are proud to be an equal opportunity employer, and do not discriminate against any applicant on the basis of race, color, ancestry, sex (including pregnancy), age, national origin, citizenship, religion, marital status, disability, sexual orientation, gender identity and/or expression, veteran status, and/or any other status protected by applicable laws.