Careers at UMass Amherst

Graduate Programs Services Manager (Hybrid Opportunity)

Apply now Job no: 522971
Work type: Staff Full Time
Location: UMass Amherst
Department: Dean - Isenberg School
Union: PSU
Categories: Admissions/Enrollment/Student Recruitment, Isenberg School of Management, PSU A

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

Reporting to the Director of Graduate Programs Assistant Director of Operations, the Graduate Programs Service Manager supports Isenberg’s Graduate & Professional Programs Office by managing front office operations along with all aspects of the admissions process. The Service Manager works closely with all Program Directors, handling initial admissions’ inquiries through multiple modes of communication, admissions’ related communications, as well as admissions’ related events. The Service Manager’s scope of work encompasses 3 online degree programs, 3 on-campus degree programs, 2 certificate programs and a continuing education program.


Essential Functions

  • Manages workflow processing of, and record keeping for, admissions applications and decisions for all graduate program offerings (degrees and certificates). Supports Academic Advisors and Lead Specialists throughout the process.
  • Coordinates, documents, and processes GMAT/GRE admissions waiver requests for all graduate programs based on established criteria and exception requests.
  • Reviews outstanding applications each admissions cycle and resolves application status concerns.
  • Monitors and assesses key performance indicators (KPIs) and metrics related to admissions. Works with the Director of Organizational Analytics & Assessment on rankings data collection and reporting.
  • Coordinates data entry into university and department databases, ensuring high data quality for admissions and external rankings purposes.
  • Regularly utilizes course registration system (Spire) and CRM (Salesforce) to ensure accurate recording of applicant admissions documentation for admissions processing and for external accreditation and ranking purposes.
  • Corresponds with applicants, Program Directors, and the Graduate School on status of application materials and admitted student materials.
  • Reviews applications and processes application fee reimbursement, based on qualifications.
  • Approves and processes tuition discounts for military and business partnerships.
  • Trains, schedules, supervises and evaluates 5-8 student employees who provide main office operational support.
  • Maintains and updates the department’s training manual, checklists, and other materials/resources.
  • Ensures all general office operational needs are met and all front-office functions are handled appropriately and timely which includes maintaining communication lists processing staff time and attendance.


Other Functions

  • Performs other duties as assigned.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor's degree with three (3) years' professional administrative experience including customer service.
  • Proficiency with office and database computer technology, including spreadsheets and calendaring tools.
  • Exceptional customer services skills.
  • Highly developed interpersonal skills.
  • Excellent oral and written ability.
  • Experience maintaining absolute confidentiality.
  • Demonstrated ability to maintain composure in a busy and demanding work environment with multiple priorities and deadlines.
  • Strong organizational skills and attention to detail with the ability to complete assignments in a timely manner, balancing the demands of concurrent and potentially competing projects.
  • Ability to exercise sound judgment.
  • Demonstrated problem-solving skills,
  • Well-organized and experienced in seeking data/information in order to identify key factors and underlying causes which lead to solutions.


Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Higher education admissions experience.


Physical Demands/Working Conditions

  • Typical office environment.


Work Schedule

  • Monday - Friday, 8:30am - 5:00pm.
  • This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.


Salary Information

Level 25

PSU Hiring Ranges


Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references. Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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