Your Role:
As the Student Affairs Manager, you play a vital role in enhancing the student experience by developing strategies for resolving complaints, grievances, and other concerns while fostering a student support-centric culture. The Student Affairs Department provides support to program and student services functions across CEA CAPA’s global sites. Under the direction of department of Student Affairs leadership, this role will lead and/or contribute to policy development and execution, continuous process improvement initiatives, training and resource development, and student life support initiatives.
What You’ll Do:
- Customer Service and Support
- Respond to escalated concerns and complaints expressed by students and their support networks, including family members and parents/guardians, and ensure timely resolutions.
- Elevate escalations to Director of Student Affairs and other organizational leadership stakeholders, as appropriate
- Monitor interactions, identify improvements, and implement strategies to enhance satisfaction.
- Analyze metrics, identify trends, and provide actionable insights.
- Interface with Financial Services to support Refund Appeals process, as needed
- Case Management
- Provide comprehensive oversight of student cases related to satisfaction, policy violations, medical and religious accommodation needs, and other related student support concerns
- Coordinate home institution conduct status expectations with students, institutional partners and onsite teams.
- Process student requests for medical and religious accommodations
- Conflict Management and Conduct Adjudication
- Provide resources and education for conflict student mediation and resolution support to Global Operations onsite teams and to foster a respectful living environment.
- Respond to escalated reports of Community Standards policy violations to maintain equity in outcomes and ensure compliance with conduct adjudication procedures
- Training & Development
- Contribute to the development and implementation of organization training and initiative development that promotes student well-being, conflict resolution, and positive behavior management.
- Serve as a liaison to CEA CAPA business units as needed for various student affairs projects, such as holistic student support and general advising initiatives.
Starting Salary: $62,000
What Makes a Great Candidate:
- Bachelor’s degree required.
- 3+ years of customer support services and resolution management
- Demonstrated organizational, attention-to-detail, and critical-thinking skills
- Proven ability to collaborate and communicate with various stakeholders
- Demonstrated ability to reconcile differences utilizing emotional intelligence and communication skills
- Ability to tolerate a high degree of ambiguity, manage projects independently, and take initiative
- Excellent interpersonal and written and verbal communication skills
- Ability to execute multiple initiatives simultaneously and meet deadlines
- Knowledge of best practices in U.S. higher education student support and administrative processes preferred
- Familiarity with international education or study abroad preferred
We believe great talent comes in many forms and that there is no one size fits all in hiring. If you feel you may be a great fit for this role but do not check all of the boxes, we encourage you to apply and show us why you're the right candidate for this position.
Who We Are:
At CEA CAPA, we believe studying and interning abroad is a transformative experience. By immersing themselves in new cultures, our students gain valuable skills and perspectives that shape their futures. We’re proud to be a recognized sector leader, known for our delivery of impactful academic, professional and cultural experiences. This is achieved through our dedicated global team who provide comprehensive guidance, instruction, support and resources to maximize the benefit of our students’ time abroad. A sense of belonging is central to CEA CAPA’s mission.
We foster a work environment that values diversity and is free from bias. Our hiring practices are based on professional qualifications, skills and competence. With a footprint that spans 53 cities in 20 countries across Europe, Latin America and Australia our 450 strong global workforce deliver exceptional cultural experiences abroad to over 7,000 students per year. Our commitment to creating a sense of belonging means we welcome individuals of all abilities, ages, citizenships, educations, ethnicities, family statuses, gender identities, genders, genetic information, languages, marital status, military experiences, political views, pregnancy, races, religions, sexes, sexual orientations, socioeconomic statuses, and work experiences and therefore we encourage applicants from diverse lived experiences to apply.
