"SENIOR PROGRAM COORDINATOR, Questrom School of Business, Undergraduate Programs"

SENIOR PROGRAM COORDINATOR, Questrom School of Business, Undergraduate Programs

Category: Charles River Campus → Administrative/Support/Clerical

Job Location: BOSTON, MA, United States

Tracking Code: 25500074140911

Posted Date: 9/11/2025

Salary Grade: Grade 26

Position Type: Full-Time/Regular

Reporting directly to the Associate Director, Student Engagement, this position is responsible for managing the customer service experience and front office functions for the Questrom School of Business Undergraduate Development Center (UDC). This includes supervising front-desk operations, overseeing a team of 10-12 undergraduate student employees, and ensuring a superior standard of service in a fast-paced, student-facing, and multifaceted environment. This role requires a strong working knowledge of all UDC services and programs, which may include providing high-level on-the-spot academic advising, responding to a wide range of inquiries from various stakeholders, and making appropriate referrals and connections when necessary. Additionally, this role manages the UDC's general email account and addresses inquiries from students, alumni, faculty, staff, parents, and other University stakeholders.

This is a highly student-facing role that requires a consistent on-campus presence to support day-to-day operations and student engagement. The role is primarily in-person, with the opportunity to work remotely one day per week. Standard operational hours for this position are Monday through Friday, 9:00 AM - 5:00 PM EST. Occasional evening or weekend hours may be required during peak periods (e.g., start of semester events, registration, open houses, and special events).

Key Responsibilities:

• Stakeholder Services & Office Management (35%): Promote a welcoming, student-centered environment that prioritizes accessibility, responsiveness, and holistic support as the first point of contact for the UDC. Oversee day-to-day operations of the UDC's reception area, ensuring a welcoming and inclusive environment for all individuals seeking assistance. Ensure the front office is clean, tidy, organized, and presentable at all times. Address walk-in inquiries, answer phone calls, texts, messages, and emails, serving as the first point of contact for students, staff, faculty, and other stakeholders. Manage the UDC's general email account, ensuring timely, accurate, and professional responses. Maintain and coordinate multiple departmental calendars to support effective scheduling and operational planning. Monitor and manage advisor appointment availability on the MyBU student platform. Support communication initiatives for internal and external platforms including development and execution of the weekly 'Snapshot' newsletter, creation of content for digital signage and social media, creation of content for printed signage, and use of Constant Contact to coordinate and distribute mass communications. Provide training on office security and safety procedures.
• Student Employee Supervision (30%): Recruit, interview, hire, train, schedule, and supervise a team of 10-12 work-study student employees, ensuring they are well-versed in UDC, Questrom, and University policies and procedures. Provide ongoing support, supervision, and performance feedback to student staff. Develop and implement onboarding training materials and operation manuals. Foster a positive, inclusive, and professional work environment. Conduct regular check-ins and student team meetings. Serve as the primary point of contact for student employee concerns. Coordinate recognition and team-building efforts. Ensure compliance with federal work-study regulations and university student employment policies.
• Advising Support (15%): Serve as a first point of contact for students seeking academic or program-related support by providing accurate, timely guidance on University and Questrom policies, procedures, and services. Maintain up-to-date knowledge of academic policies, key deadlines, and campus resources. Utilize advising tools, systems, and resources to effectively triage student needs. Manage and facilitate daily academic advising drop-in hours, both in-person and virtually. Exercise sound judgment in addressing non-routine or complex inquiries.
• Project & Fiscal Management (20%): Manage day-to-day financial operations across four departmental budget lines, including tracking expenses, processing invoices, and reconciling transactions. Collaborate on budget planning and fiscal compliance. Assist with data gathering and analysis of advising metrics. Help plan and execute departmental events. Undertake additional responsibilities as delegated.

Required Skills & Competencies: Strong verbal and written communication skills; multilingual proficiency is an asset. Active listening and effective problem-solving abilities. A professional, calm, and courteous demeanor. Ability to remain calm, empathetic, and solutions-focused. Excellent organizational and multitasking skills. High attention to detail and consistent follow-through. Cultural competency and sensitivity.

Required Skills: A B.A./B.S. degree is required; equivalent combination of education and 1-3 years of relevant experience in customer service, higher education, or student support will also be considered. This position is ideal for candidates interested in student affairs, academic advising, or university administration. We are an equal opportunity employer.