General Summary: 

This is an outward facing position that provides direct customer service to students and supports the programs and services of the College of Management Undergraduate Program Office (UPO) staff and Director. This role serves as a first point of contact for students visiting, calling, or emailing the UPO. Additionally, this position provides professional support for several processes, programs, and goals of the office all aimed at supporting student success and operational effectiveness.

Examples of Duties: 

Front Desk Reception and General Office Support

• Provide a welcoming reception for students and others who visit or call the College of Management Undergraduate Program Office (UPO).
• Manage front desk operations for the Undergraduate Program Office and support College of Management reception area activities.
• Monitor departmental email accounts daily. Triage incoming inquiries and respond directly or connect email contacts to the appropriate UPO staff member in a timely manner.
• Manage the check-in and waiting room process for in-person and virtual advising drop-in hours.
• Assist in maintaining an operational calendar for the Undergraduate Program Office to reflect staffing, programming and events.

Communication and Registration Support

• Support the College of Management Registration Request process for undergraduate students. Download form data to spreadsheets, use Wiser to look up additional student data, run degree audits for review, process decisions either on Wiser or via email as informed by the UPO Director.
• Support the College of Management Credit Overload process for undergraduate students. Download form data to spreadsheets, run transcripts for review, process decisions either on Wiser or via email as informed by the UPO Director.
• Manage communication for cancelled sections and newly added courses.
• Collect course details for any College of Management undergraduate Special Topics courses and communicate them to students via email and Canvas.
• Assist with pre-requisite review and resolution process; running roster reports on Wiser, running degree audits, spreadsheet maintenance, student communication in conjunction with UPO Director.
• Manage the course over-enrollment process during the add-drop period; reviewing faculty requests, space limitations, Wiser actions, and communicate with individual students.
• Monitor writing assessment email account daily; assist students with sign up process and troubleshoot problems, communicating directly with students to resolve issues.
• Upload writing assessment scores and data to Wiser to meet course pre-requisites.

Event and Operations Support

• Support the Program Change process for the College of Management undergraduate students and internal prospective students. Enter form data on spreadsheets, run transcripts for data collection and review, process forms with decisions and prepare and send decision emails as guided by the UPO Director.
• Manage Academic Advisor assignments on Wiser by updating assignments as new students enroll and after students successfully complete the Program Change process to join CM.
• Review a list of active CM students at the start each semester to confirm assignments are accurate and make corrections when needed. Assign CM advisors to Undecided Business students once they declare a major.
• Space scheduling for Peer Mentor programs such as staff meetings, First Year Student events, Campus Center tabling, and other events that arise throughout the year.
• Assist with organization of and preparation for events including Open Houses, Accepted Student Day events, Majors Fairs, Orientations, various tabling events, honors ceremonies, student organizations events, and other unidentified events. Gathering event materials, sending follow-up information as needed, attendance at some evening or weekend events may be required.
• Assist with the transfer credit review process; add review requests to a spreadsheet, communicate with faculty reviewers for equivalencies, process related paperwork for system updates and approvals as needed.
• Coordinate ordering and distribution process of academic regalia for undergraduate students in CM.
• Assist with CM Honors program communication and application management process.

Undergraduate Professional Development Program Support

• Liaison with the College of Management Career Services Office; Academic and Career Engagement and Success Center, College of Management Faculty, UMass Boston Alumni Office and other offices to assemble a calendar of professional development program events each semester.
• Assist with the scheduling of professional development program events for undergraduates by posting events on the program platform; adding events to shared spreadsheets; sending calendar invites to appropriate staff; managing event changes or the cancellation process; scheduling rooms and establishing virtual meeting links for events as needed.
• Use the CM professional development program platform to run reports and assess student progress and completion rates.
• Upload professional development program data to Wiser to meet course pre-requisites.
• Assist in establishing a schedule of asynchronous, flexible professional development program events for students. Send communications to selected students about these opportunities.
• Review asynchronous professional development submissions for professional development credit.
• Monitor professional development program email account daily and troubleshoot attendance and other issues students present in messages to help them stay on track with program requirements.

Data Management

• Assist with enrollment data and reports including those related to major and minor declaration patterns and course enrollment.
• Assist with collecting, tracking, analyzing, interpreting, and reporting College data pertaining to Undergraduate enrollment, retention, and graduation for all semesters.
• Assist with providing data and reports of departmental enrollment targets for post-audit of achievement of the College’s enrollment goals and for internal and external purposes for all semesters.
• Monitor Wiser for high and low undergraduate course enrollment, review waitlists for duplication, report findings to UPO Director and assist with student follow up as needed.

Additional Responsibilities

• Provide support to CM Undergraduate Program Office as well as provide administrative support for college-wide and university-wide initiatives undertaken by the unit; and other projects as needed.
• Maintain confidentiality of student information and records.
• Perform other duties as assigned.

Qualifications: 

Bachelor’s Degree required, and a minimum of 1-2 years of higher education administration preferred. A demonstrated record of taking initiative to complete projects and problem solve while also exercising excellent professional judgment. Knowledge of university policies and procedures preferred. Experience with PeopleSoft, WISER, Degree Audits, Canvas and a high level of proficiency using Microsoft Office Suite and Excel as well as an ability to learn new technology platforms in a timely manner is strongly preferred.

• Ability to work in a busy office environment navigating routine interruptions and attention shifting;
• Ability to develop and bring to completion multiple assignments concurrently (multitasking);
• Ability to effectively manage complex situations;
• Ability to review data and other information to recognize patterns in the data;
• Ability to troubleshoot student issues and connect with appropriate resources;
• Ability to exercise sound professional judgment with consistency and fairness;
• Ability to analyze data and effectively use data visualization to support decisions and clarify conclusions;
• Ability to work independently and to respond flexibly to changing events within a high-paced environment;
• Ability to handle and uphold the confidentiality of the office;
• Ability to effectively and efficiently work in a team with a wide range of constituencies across departmental lines to accomplish the identified goals of the unit;
• Strong oral and written communication skills;
• Strong organizational, analytical and problem-solving skills;
• Strong interpersonal skills, including the capacity to work cooperatively with a wide range of individuals;
• Strong commitment to customer service.

Please note that due to the forward-facing nature of this role, this is an in-person position based on the UMass Boston campus with very limited flexibility for remote work. 

Application Instructions: 

Please apply online with your resume, cover letter and list of three professional references.

Review of candidates will begin following the application closing date. 

Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting.  All other candidates will be considered after that period. 

Salary Ranges for the appropriate Pay Grade can be found at the following link: 

Grade: 30             

Salary Ranges

This is an exempt union position. 

All official salary offers must be approved by Human Resources.