WE ARE HIRING!
Position Title: Student Experience Manager
Department: Student Affairs & Services
Employment Type: Full-time
Help us reimagine the 21st-century University.
We are Fulbright University Vietnam (Fulbright), Vietnam's first independent, not-for-profit, liberal arts university. We are an expanding international team of educational innovators, with deep roots in Vietnam, strong political and financial backing, and connections to educational institutions around the world. Importantly, Fulbright is committed to serving Vietnamese society through rigorous research and responsible civic engagement.
We seek outstanding faculty and professional staff to join our growing team. Fulbright's team thrives on a passion for educating the next generation of Vietnamese leaders equipped with the skills to tackle global challenges. We are creative, adaptive, determined with a good sense of humor.
If you want to see Vietnam's youth meet their greatest potential, join us! Our Crescent Campus is located in Crescent Plaza, Phu My Hung, in Ho Chi Minh City's District 7. We will call this home while we develop our flagship campus in District 9, which will open in the coming years.
Reporting Lines
Solid reports to: Vice President of Student Affairs
Dotted line reports (where applicable) to: N/A
List by title positions which report to this position:
- Student Experience Senior Coordinator
- Student Experience Coordinator
Roles and Responsibilities
The Student Experience Manager plays a pivotal role in enhancing students overall experience by fostering a student-centered, service-oriented culture. This position oversees the Student Experience Unit, managing initiatives and operations to ensure and embrace a rich, meaningful and rewarding student experience. Reporting to the Vice President of Student Affairs, the Student Experience Manager works closely with internal departments, coordinates with faculty, and ensures smooth operational activities to promote an inclusive and enriching university experience.
Primary responsibilities of the Student Experience Manager are as follows:
Manage OneStop Portal, general student advising and other student feedback channels
- Collaborate with student-facing colleagues, particularly those in the Registrar's Office, Financial Aid, Residential Life, Wellness Center, Student Engagement, Career Services, Student Experience, and Faculty, to promote a customer-focused, service-oriented environment and ensure the success of a consolidated inquiry management approach.
- Develop processes for implementing and maintaining the student portal (e.g., One Stop) to improve the student experience.
- Oversee the hotlines and face-to-face service points (e.g., student advising room) for students and parents to ensure high-quality support for students and parents.
- Manage various student forms and resources on the One Stop Portal. Effectively communicate to students, staff and faculty on key changes to all student related policies.
Manage Student Surveys
- Design, implement, analyze and report on the various student surveys.
- Develop metrics and KPIs related to key business drivers to measure, benchmark, and report consistently on the effectiveness of, and student satisfaction with their academic experience, facilities, communications, support services, and co-curricular activities, ensuring high levels of student satisfaction.Collaborate with other departments to run various student surveys, particularly the annual Student Satisfaction surveys, analyze data and prepare reports to the university leadership, and develop complementary inquiries focused on specific needs and services.
Oversee Parent and Alumni Relations
- Design, develop and implement strategies to engage parents and alumni, fostering life-time relationships with the University.
- Manage the Alumni Database, work with IT department and other stakeholders to ensure a rich, coherent and up-to-date database on all Fulbright alumni.
- Organize events for parents and alumni, oversee different communication channels to maintain strong and meaningful relationships and networks of alumni and parents with the university.
Manage Student Complaints and Conduct cases
- Manage and oversee student complaint and conduct cases. Serve as the Student Life Case Manager, collaborating with the Offices of the President, Provost, Deans and other university units to follow up on student complaint and conduct cases when required.
- Serve as the key contact of students on all complaint and conduct cases
- Review, update and revise Student Complaint and Conduct Policies as needed.
Other Administrative Responsibilities
- Build, provide leadership and guidance to the Student Experience team, ensuring that all tasks are clearly assigned and followed up in a timely manner. Build a fair and effective evaluation system of team and individual performance on key metrics. Foster a collaborative and innovative team environment aligned with the university's values, with a strong focus on staff development.
- Manage the budget of the Student Experience unit, ensuring the efficient use of resources and tracking expenditures throughout the budget period.
- Stay current with developments in customer service in the higher education sector. Identify trends, research best practices, pinpoint service gaps, anticipate future requirements, and propose innovative solutions to optimize quality, efficiency, and effectiveness.
- Ensure alignment with university policies and regulatory requirements to safeguard compliance and maintain operational excellence.
Other duties:
- Contribute to team effort by welcoming new and different work requirements; explore new opportunities to enhance the services of the department; help others accomplish related job results as and where needed
- Other tasks and works of the Employee would be assigned by the University or Vice President of Student Life and adjusted from time to time.
What we look for
Education:
- Bachelor's degree in a relevant field (e.g., Education, Business, or Social Sciences).
- A Master's degree in education related areas is preferred.
Experience:
- Proven track record of at least 5 years in leading student experience or customer service initiatives within an educational environment.
- Strong analytical and quantitative skills, proven ability to manage and analyze large data and produce in-depth reports on the key results.
- Experience working with diverse student populations and handling complex student issues.
Skills & Competencies:
- Strong leadership and interpersonal skills with the ability to inspire and guide a team.
- Excellent communication skills, both written and verbal, in English and Vietnamese.
- Ability to develop and manage relationships with internal and external stakeholders.
- Analytical skills to interpret data and translate insights into actionable strategies.
- Proficiency in Microsoft Office Suite and knowledge of digital platforms for student support.
Attributes:
- Highly organized, with the ability to manage multiple priorities.
- Adaptable to change and committed to continuous improvement.
- Strong cultural awareness and sensitivity, especially within an educational context.
What we offer
- Opportunity to join a passionate team who shares the belief in the transformative power of education and values the unique opportunity to create a new university.
- Opportunity to participate in public talks, workshops, seminars, as well as other enriching activities at Fulbright.
- A full network of supportive colleagues.
- A dynamic, innovative, and professional work environment.
- Intensive English-speaking environment.
- Competitive salary and high-end insurance schemes for employees and direct family members.
- Professional development opportunities.
- Generous annual leave/paid time off.
- Flexible work arrangement options.
How to Apply
To see all job listings, please visit our list of vacancies: https://fulbright.edu.vn/join-us/
All applications must include evidence that addresses the mandatory requirements.
Fulbright University Vietnam employs Interfolio to manage the application process.
Need help Please visit Interfolio Product Help: https://product-help.interfolio.com/m/27438 or contact Talent Acquisition team at: [Confidential Information]
Organizational Accountabilities
FUV is committed to the health, safety and wellbeing of its staff members. FUV and its staff members must comply with a range of Vietnamese legal and regulatory requirements, including foreign investment & business, import & export, contracts & commerce, banking, finance & foreign exchange, labor, taxation, land & premises, environment, and immigration. FUV expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.
FUV is an Equal Opportunity Employer and committed to foster a campus community that recognizes the value of all persons regardless of age, disability, ethnicity, gender expression and identity, national origin, race, religion, sexual orientation, or socio-economic background. Please visit this page for our statement on Diversity: https://fulbright.edu.vn/statement-of-diversity/
