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ISSO Operations & Systems Manager

Apply now Job no: 510140
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: International Student&Scholars
Salary: Salary commensurate with experience and grade/range
Applications Open:
Applications Close:

General Summary of Position:

The ISSO Operations & Systems Manager will oversee office operations, supervise customer service and data management staff. Will act in the capacity of Designated School Official (DSO) and Alternate Responsible Officer (ARO) responsible for F-1 and J-1 compliance procedures and business operations. This position will also manage the administrative functions of the department including budget oversight and projections, website design, technologies and system solutions.

Customer Service Operations:

  • Oversee front office operations and supervise front area staff
  • Develop and enforce policies pertaining to front office operations
  • Contribute to and promote superb customer service practices in conformity with the ISSO mission, host customer service operations meetings. Ensure Front Office staff deliver correct and accurate information; coach Front Office staff by regular meetings, training and follow ups


  • Oversee the various departmental budgets and financial projections, which includes monitoring all ISSO pro cards and financial expenditures. Develop yearly budget projections to expand ISSO services to include programming and student retention activities in collaboration with other units such as OMA and Alumni Office
  • Keeps track and maximize acquisition of needed and updated professional office resources and tools such as NAFSA Advisors Manuals, immigration training, conferences participation and professional development activities for ISSO International Student and Scholars Advisors

Office Systems Management:

  • Responsible for the periodic evaluation of office systems and assessment of technological needs related to maximizing the efficacy of communication, customer services and regulatory compliance
    Ensure that the ISSO is outfitted with the most functional and customer friendly telephone system
  • Oversees the functionality and effectiveness of the ISSO website and social media channels
  • Liaise with UITS and GPS technology experts to ensure ISSO is equipped with best practice to address business continuity and system disruption/disaster recovery
  • Participate in internal and external cross functional system meetings and stay up to date with system management, reporting and communication tools
  • Make recommendations for utilizing new technologies
  • Provide training to campus stakeholders (Human Resources, Registrar, Admissions, Student Affairs, Pathway partners) and ISSO staff regarding international student and scholar data and best operational practices
  • Evaluates business processes and makes recommendations to maximize overall office operational efficiency via deployment of appropriate system solutions

Office and SEVIS Data Management: 

  • Supervise the Data Analyst on alert resolution and batch management to effectively maintain ISSO data and to adhere to reporting requirements established by DHS/ICE/SEVP
  • Develop technical training materials, for the ISSO team and UMass Lowell faculty and staff
  • Work with SEVIS Help Desk, Sunapsis staff and UITS on case resolution
  • Design and implement student and scholar Sunapsis electronic forms (e-forms) for all office procedures and service to improve operational efficiency and data accuracy and integrity
  • Troubleshoot and resolve client, departmental and administrators’ technical issues
  • Create functional Sunapsis templates to interface with SEVIS
  • Make recommendations to enhance data integrity
  • Attend data management conferences and workshops as required to remain current
  • Attend UMass system Sunapsis data meetings and assist to implement ISSO data management strategy at UMass Lowell

F-1 Designated School Official (DSO) and J-1 Alternate Responsible Officer (ARO):

  • Serve, in the capacity of DSO and ARO, as an ISSO student/scholar advisor and process some F-1 and J-1 student related applications, which includes Initial, Extension, Reduced Course Load, OPT, CPT, STEM, Travel Signatures, etc. Also participate in weekly Drop-In Advising Hours, as needed.
  • Develop internal advising strategies and procedural execution of international students and scholars’ services
  • Participate in and contribute to professional meetings and sessions in the regional and national field of international education
  • Works directly with the ISSO Executive Director to ensure adherence to regulatory compliance and proper implementation

Minimum Qualifications (Required):

  • Master’s Degree with 3-5 years’ experience with International Student Advising, with full P/DSO and A/RO privileges and a Minimum five years of administrative, managerial and supervisory experience

*Will consider candidates with Bachelor’s degree and 5-8 years of directly related experience, including at least five years of administrative, managerial and supervisory experience.

  • Demonstrated experience with managing office systems and customer services applications
  • Fully proficient with the Sunapsis to SEVIS database interface and reporting. Proficiency with other SEVIS batching systems acceptable
  • Proficient with Microsoft Office Suite and web site editing tools
  • U.S. Citizen or Permanent Resident

Additional Considerations:

  • Strong attention to detail
  • Strong Supervisory skills
  • Background in data management
  • Cultural sensitivity to persons of all backgrounds and nationalities
  • Superior organizational, interpersonal, and communication skills
  • MUST be a team player and easily able to adjust to changes in a suitable manner
  • Demonstrated oral and written communication skills
  • Ability to prioritize

Preferred Qualifications:

Office Operations:

  • Manage continuous successful integration of operational functions with advising needs of international students, scholars, and campus partners. Serve as the main ISSO Point of Contact for  operational functions and support initiatives
  • Develop specific SOP, processes, and training programs for the ISSO staff
  • Some evening hours may be required

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 P18.

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 are received.      

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


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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.

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