Assistant Director for Operations

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Evaluate and respond to standard Handshake account inquiries, confirming eligibility and approving, updating, or routing accounts accordingly.

• Assist alumni with account requests and guide users to the relevant career offices or registration processes.

• Make necessary routine account adjustments when documentation is provided.

• Oversee the shared Handshake operations inbox and address common inquiries.

• Resolve basic issues related to login, account activation, email verification, and profile access.

• Follow up with users and escalate any unresolved technical problems.

• Assist with appointment access inquiries and identify incorrect appointment access.

• Address standard employer account and job posting inquiries, recognizing potentially fraudulent or unusual postings.

• Correct user information as needed and apply established administrative labels or values.

• Aid in small-scale data cleanup initiatives.

• Act as the initial point of contact for standard Handshake operational questions.

• Keep records, trackers, and documentation of changes, pending requests, escalated cases, and recurring issues.

• Prepare concise weekly summaries detailing request volume, outstanding items, and issues needing permanent staff attention.

• Collaborate with designated CCD staff and participate in limited check-in meetings.

• Monitor and respond to routine VMock access and support requests.

• Troubleshoot issues related to VMock login, account activation, module access, and resume uploads.

• Verify VMock module assignments and school or program group affiliations.

• Handle standard VMock access, extension, and profile-correction requests.

• Provide basic guidance on the Resume, SMART Editor, Cover Letter, and Interview modules.

• Track recurring VMock issues and unresolved requests.

• Update internal instructions, response templates, and process documentation as time allows.

• Organize shared files and administrative records efficiently.

• Compile FAQs and address recurring support issues.

• Assist with Handshake communications or training resources.

• Support routine operational projects by providing clear instructions and defined outcomes.

• Escalate policy inquiries, unusual cases, system issues, configuration changes, vendor-related matters, and sensitive decisions to permanent staff.

⛳️ Requirements

• Previous experience with Handshake or a similar career services/recruiting platform is preferred.

• A willingness and capability to learn the system quickly is essential.

• Comfort in following established procedures and documented guidelines is required.

• Good judgment in deciding when to escalate issues rather than improvising is crucial.

• Excellent written and verbal communication skills are needed.

• Ability to communicate clearly and professionally with students, alumni, employers, and staff is necessary.

• Attention to detail is important when reviewing account and eligibility information.

• Proven ability to handle sensitive, confidential information appropriately.

• Basic troubleshooting skills are required.

• Comfort in navigating web-based platforms is essential.

• Ability to work independently on routine tasks is necessary.

• Capacity to maintain clear documentation and handoff notes is important.

• Previous experience with Boston University systems and policies is a plus but not mandatory.

• Candidates should be local to Boston, Massachusetts.

🏝️ Benefits

• Remote work opportunity.

• Part-time schedule of 20 hours per week.

• Contract duration of 2 months.

• Temporary role supporting a professional staff member's FMLA leave.