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Assistant Director Graduate Student Services

Apply now Job no: 513735
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Grad & Professional Studies
Salary: Anticipate salary of $80,000-$85,000 based on experience and grade/range
Applications Open:
Applications Close:

General Summary of Position:

The Assistant Director of Graduate Student Services is a key member of the Graduate Student Services Team. This position assists in the development and maintenance of systems and best practices to build and support student academic success and retention, and assists in meeting strategic objectives for persistence and timely graduation of the graduate student population.

Essential Job Duties:

1. Data and Reporting:

  • Generate and assist in the analysis of data to support enrollment and reenrollment initiatives and strategies,
  • Assist in the development and streamlining of functions to support Division and unit objectives.
  • Work with Director, academic departments and graduate coordinators to ensure both overall and program annual enrollment targets and priorities are being met
  • Work closely with the Director on reporting and metrics critical to enrollment management, design and implementation of orientations, and support services and events for graduate students at all levels.
  • Assist in the development of surveys to evaluate effectiveness of programming, and overall student experience, as well as continuity probability.
  • Assist with the development and maintenance of clear degree pathways and advising reports for Master’s programs
  • Assist with requests for data for AQUAD, NECHE, Division and other reporting as necessary.

2. Academic Success- Enrollment and Retention:

  • Manage a caseload of continuing students from initial enrollment through graduation, including, but not limited to facilitating communications and processes related to appeals, academic standing, graduation,
  • Assist in the development and maintenance of best practices to build and support student academic success and retention, including early intervention,
  • Assist in meeting strategic objectives for persistence and timely graduation of the graduate student population.
  • Document and maintain guides for graduate students and graduate coordinators
  • Utilize CRM to effectively communicate accurate information and effectively counsel students, faculty, and other constituents in a timely, professional and positive manner

3. Management, training, mentorship and special events:

  • Exercises primary supervisory responsibility for student employees in the GSS unit, assist with training/set-up for new Graduate Coordinators and fill in for the Director GSS in Director’s absence.
  • Assist with the training and mentoring of GSS staff, especially in case management systems and procedures, and provide daily monitoring of advisors
  • Assist the Director in the development of training and orientation materials and programs
  • Assist in the advising and support of the Graduate Student Association, providing assistance in such areas as professional development, organizational analysis, team building, strategic planning, leadership, time management, and problem resolution,
  • Work with colleagues across campus to ensure that there is graduate student representation on high level task force and university committee assignments
  • Support the Graduate Ambassador program
  • Assist with the planning and implementation of the graduate Commencement ceremonies and events

4. Represent Graduate Student Services internally and externally:

  • Liaise with students, faculty and other University departments to resolve registration/graduation/TA-RA/policy questions and issues
  • Present to faculty, staff and external constituents about university policies and procedures for academic progression, transfer credit, etc.  
  • Work with the Director and with relevant campus partners to expand visibility of and support services for graduate students

5. Documentation:

  • Create and maintain documentation of all processes related to enrollment operations for the office and develop training materials.

Other Job Duties:

  • Performs other related job duties as assigned.
  • Position involves working around campus and across campuses: 
    • Participate in conferences/workshops held on campus and other locations. 
    • May require occasional evening or weekend work.

Impact of Actions:

Ability to meet enrollment targets contributes to financial health of the University. The Assistant Director will assist with reporting and communications planning and execution, and meeting enrollment targets. Reporting accuracy and strong execution is key to retention. 


Work is substantially complex, varied or requires interpretation of technical and detailed guidelines, policies, procedures and situations.  A high degree of analytical ability and inductive thinking is required.

Minimum Qualifications (Required):


  • Master’s degree in higher education or related field


  • Minimum of 5 years in higher education, preferably in graduate student enrollment or program management
  • Experience supporting data-informed decisions. Experience using data analytics and predictive modeling to enhance enrollment strategies


  • Track record of success utilizing a CRM for Student caseload management experience
  • Demonstrated success in enrollment management
  • Demonstrated experience advising & supporting diverse students especially in areas related to academic pathways, persistence & retention, etc.
  • Strong project management skills
  • Strong customer service skills
  • Ability to establish program priorities, monitor progress toward achieving program goals, and conducts assessment to evaluate program effectiveness
  • Demonstrated ability to work effectively both independently and within a team
  • Excellent interpersonal, organizational, and communication skills to provide direction in promoting and maintaining collaborative relationships with campus and external constituencies
  • Successfully manage multiple deadlines and competing priorities within a fast-paced environment
  • Ability to hold sensitive information, navigate complex situations and advocate holistically for students
  • Knowledge of new developments and innovations in enrollment strategies in graduate education
  • Experience serving diverse student populations and a demonstrated commitment to racial justice, equity, and inclusion
  • Ability to drive change and deliver results in a complex, decentralized environment
  • Excellent communication skills (both written and verbal), including the ability to deliver dynamic and engaging presentations to large and diverse audiences

Preferred Qualifications:

  • Demonstrated success in delivering high-impact programs supporting graduate students
  • SIS/PeopleSoft, Qualtrics experience
  • Experience with digital event platforms
  • Project management certification

Additional Considerations:

  • Excellent communication and interpersonal skills, and the ability to relate effectively with college students, university community, and other constituents
  • Problem-solving and decision-making skills
  • Strong writing and proofreading skills desired
  • Demonstrated leadership and conflict resolution skills
  • Proven ability to work independently and collaboratively across units, sensitivity, and responsiveness to the needs of diverse constituencies is required
  • The ability to understand “the big picture” and to assist with the development of process and strategies to meet University goals and maintain University standards

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. 

This is a SEIU 888 Professional Union position, Grade P19.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.  

Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

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UMass Lowell


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The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

The University of Massachusetts Lowell is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.

Please read this "EEO is the Law" poster (pdf), which provides an overview of many relevant equal opportunity laws.