SENIOR PROGRAM COORDINATOR, Questrom School of Business, Undergraduate Programs

Senior Program Coordinator, Questrom School Of Business, Undergraduate Programs

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 of office is clean, tidy, organized, and presentable at all times.

Address walk-in inquiries, answer phone calls text, messages, and emails, serving as the first point of contact for students, staff, faculty, and other stakeholders from within, and outside, the Questrom School of Business.

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. Ensuring accuracy and alignment with institutional timelines.

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 as needed.

Creation of content for printed signage for frequently asked questions, general information, and other details as needed.

Use of Constant Contact to coordinate and distribute mass communications to students and other stakeholders.

Provide training on office security and safety procedures such as office panic buttons, emergency door lock mechanism, and office emergency word.

Student Employee Supervision (30%)

Recruit, interview, hire, train, schedule, and supervise a team of 1012 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 to ensure consistency in service delivery and office operations.

Foster a positive, inclusive, and professional work environment that promotes accountability, learning, growth, and collaboration, as this may be the first job for some student employees.

Conduct regular check-ins and student team meetings to provide updates, clarify expectations, and address questions or concerns.

Serve as the primary point of contact for student employee concerns, scheduling conflicts, and weekly time reporting.

Coordinate recognition and team-building efforts to promote morale and engagement.

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 to support successful student navigation and decision-making.

Utilize advising tools, systems, and resources to effectively triage student needs and determine next steps.

Manage and facilitate daily academic advising drop-in hours, both in-person and virtually through the Zoom platform, ensuring efficient operations, equitable access, and a welcoming environment for all students.

Exercise sound judgment in addressing non-routine or complex inquiries, identifying appropriate solutions, and initiating follow-up or escalation when necessary.

Project & Fiscal Management (20%)

Manage day-to-day financial operations across four departmental budget lines, including tracking expenses, processing invoices, and reconciling transactions.

Collaborate with the Associate Director, Student Engagement and the Assistant Dean, Undergraduate Student Experience & Services, on budget planning, and responsible fiscal compliance.

Assist with data gathering and analysis of advising metrics, benchmarking, and the ongoing implementation of process improvements.

Help plan and execute departmental events at the discretion of the Associate Director, Student Engagement.

Undertake additional responsibilities as delegated by UDC leadership to support the overall function of the department.

Required Skills & Competencies :

Strong verbal and written communication skills; multilingual proficiency is an asset in supporting our diverse student population

Active listening and effective problem-solving abilities

A professional, calm, and courteous demeanor in a fast-paced, high-traffic environment, with many competing priorities

Ability to remain calm, empathetic, and solutions-focused when addressing sensitive or complex inquiries

Excellent organizational and multitasking skills

High attention to detail and consistent follow-through

Cultural competency and sensitivity when working with individuals from diverse backgrounds