Global Director of Service Experience

About the role

The Global Director, Global Service Experience leads Northeastern University’s registrar network across 14 campuses worldwide, shaping the student service experience for 66,000 learners. This newly created senior position reports to the Provost’s academic and student services portfolio and drives service excellence through design, technology, and continuous improvement.

Key responsibilities

• Own the student service experience across the global network, set standards, measure outcomes, and drive continuous improvement.
• Lead and develop four cluster Sr. Associate Registrars (Boston, NYC, Oakland, London) and the network‑wide service team.
• Design and implement consistent service standards while adapting to each campus’s unique needs.
• Build operational infrastructure for cluster‑based delivery, including ServiceNow case management, escalation pathways, SLA frameworks, and knowledge sharing.
• Partner with the Registrar for Global Operations to provide tools, training, and an embedded rotation model for staff.
• Identify and resolve structural barriers such as policy gaps, technology limitations, and cross‑office coordination failures.
• Represent the student service function in senior leadership discussions with data‑informed insights.

Required profile

• Master’s degree or equivalent advanced education and leadership experience.
• 7+ years of progressive leadership in service design, delivery, and assessment, preferably in a global, multi‑point context.
• Proven experience leading geographically distributed teams and building cohesive culture.
• Exceptional communication skills with students, staff, faculty, and senior leaders.
• Commitment to student experience as the primary success metric.

Required skills

• Experience with ServiceNow or similar case‑management platforms.
• Proficiency in service analytics and operational performance measurement.

What we offer

• Comprehensive benefits package including medical, vision, dental, paid time off, tuition assistance, wellness, life insurance, retirement, and commuting/transportation support.
• Competitive salary range of $130,945 – $189,868 per year.