International Student Program Residency Operations Manager

Job Title: International Student Program Residency Operations Manager

Reporting Relationship: Associate Director of International Student Program Operations

Unit: National & Global

Department: International Student Programs - IWU National & Global

Campus Location: Indianapolis Ed Center North, Indianapolis, IN

Summary of Position: The ISP Operations Manager position at Indiana Wesleyan University plays a pivotal role in maintaining the efficient operation of the education center and creating a successful in-person experience for our international students and guests. This individual will be responsible for providing exceptional customer service to students, faculty, and staff and ensuring a welcoming and supportive environment conducive to learning. Duties include assisting with various administrative aspects of international student services and faculty support. Duties also include ensuring the smooth operation and success of the residency programs through effective execution and troubleshooting, assisting with administrative tasks and activities during in-person residencies, and providing general support as needed.

Duties and Responsibilities

• Lead day-to-day residency operations:
• Manage the local execution of residencies in alignment with the model and protocols established by the Director, ensuring a welcoming and efficient environment
• Operate and maintain residency systems at the site:
• Serve as the primary operator for local systems, including attendance record keeping, student ID production, and site-level communications to faculty, students, and ISP staff attending residencies
• Supervise and coordinate site staff:
• Supervise the Residency Operations Assistant Manager and coordinate other ISP faculty, staff, Regional Operations staff, and guests at the residency, including scheduling and training on standardized protocols
• Serve as co-lead on-site incident coordinator:
• Act as co-lead coordinator for all on-site incidents in collaboration with the Regional Operations team members overseeing physical building operations
• Both coordinators shall follow established protocols for their respective areas of responsibility, make decisions jointly when possible, and consult with the Associate Director for escalation as needed
• Support student success and communication:
• Provide direct guidance and support to students regarding residency services and attendance matters
• Serve as a primary point of contact for routine student inquiries at the site
• Cooperatively oversee local logistics and facilities:
• In cooperation with Regional Operations, ensure facility readiness, room set-ups, and hospitality standards are met for every residency
• Administrative and customer service support:
• Provide support to students, faculty, and education center staff as needed
• Utilize AI tools to enhance operational efficiency:
• Use AI tools to support daily work activities, enhance output quality, and improve efficiency within defined processes and guidelines

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Bachelor’s degree required
• Master's degree preferred

Experience

• Experience in a professional office, hospitality, or customer-facing environment, with a proven track record of resolving complex customer or operational issues
• Experience maintaining organized records or systems and using basic data (such as attendance, inventory, or feedback) to help improve daily operations
• Preferred experience working with diverse populations or in a role that required high levels of cultural sensitivity and hospitality

Required Skills

• Possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
• Exceptional attention to detail and the ability to follow and execute standardized operational protocols with accuracy and consistency
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) or equivalent productivity software
• Strong organizational and time-management skills, with the ability to prioritize tasks and manage competing deadlines in a fast-paced environment
• Strong interpersonal and communication skills, with the ability to provide a welcoming and supportive environment for students and faculty
• A "continuous learner" mindset, with the ability and desire to learn new software, AI tools, and university systems
• Demonstrated commitment to service excellence and supporting the success of others
• Ability to work a flexible schedule, including required Friday and Saturday hours during residency periods (approximately 30 times per year)
• Ability and willingness to travel to regional residency locations as needed, including occasional overnight stays

IWU Kingdom Diversity Statement

IWU, in covenant with God's reconciling work and in accordance with the Biblical principles of our historic Wesleyan tradition, commits to build a community that reflects Kingdom diversity. We will foster an intentional environment for living, teaching and learning, which exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member's earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement that exhibits Christ's commandment to love all humankind.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.