Assistant Director for the Columbia Alumni Center

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building: Columbia Alumni Center
• Salary Range: $68,000 - $70,000

Position Summary

The Columbia Alumni Center (CAC) team responds to inquiries regarding the Columbia Alumni Association’s (CAA) programs, University services, alumni benefits, and signature events. The team manages the CAC as a welcoming space for alumni to connect with one another, students, and alumni relations and development staff.

Reporting to the Director of the CAC, the Assistant Director manages alumni customer service inquiries and develops systems, processes, and procedures for tracking and resolving them. In collaboration with the Director and Senior Executive Director for Alumni Relations, the Assistant Director analyzes service data, implements operational improvements, and recommends ways to strengthen workflow, collaboration, and communication across Alumni Relations, the Office of Alumni Relations and Development (OAD), and the University.

The Assistant Director serves as a liaison among School-based Alumni Relations Directors, OAD Information Technology (OAD-IT), OAD Data Strategy (OAD-Data), the Office of General Counsel (OGC), Public Safety, the Registrar, CUIT, Libraries, and other University Schools and units to resolve complex alumni service, technology, data, access, and conduct-related matters.

Responsibilities

• Serves as a lead customer service resource for alumni requests involving transcripts, campus and library access, e-library services, alumni identification, and other University services. Acts as the primary liaison among CUIT, OAD-IT, OAD-Data, Public Safety, the Libraries, and the Registrar to resolve these requests.
• Fields, tracks, codes, routes, and resolves inquiries from alumni and external constituents regarding University statements, presidential actions, policies and procedures, University life, campus climate, and campus access.
• Manages the Salesforce Service Cloud Lightning Case Management system, partners with OAD-IT on system improvements, maintains documentation, and trains staff and student workers.
• Researches complex inquiries, coordinates with University and OAD partners to ensure accurate and timely resolution, and escalates matters to senior management when appropriate.
• Oversees cases involving alleged violations of University or CAA conduct policies and coordinates their review, resolution, and appropriate system coding with Public Safety, OGC, CUIT, OAD-IT, and OAD-Data.
• Serves as the lead liaison with CUIT and OAD-IT for alumni technology issues, including identity verification, UNI and password access, multifactor authentication, email services, compromised accounts, and system-related record errors, while adhering to applicable security protocols.
• Partners with OAD-Data to update biographical, demographic, degree, deceased status, and other constituent information in UpRoar and resolve record discrepancies.
• Coordinates the HAX code process with OAD-IT and OAD-Data to provide eligible University affiliates with access to CAA services, including Gmail and the Alumni Community.
• Serves as a Super Administrator for the CAA Gmail console, troubleshooting account issues; managing aliases, display names, suspensions, deactivations, deletions, and restorations; and addressing account misuse or Terms of Service violations in coordination with OAD-IT and Google Support.
• Manages CAA membership and benefits requests from eligible Teachers College and Barnard alumni.
• Serves as a technical liaison for CAA projects and system enhancements, coordinating implementation, communication, and user support with OAD-IT, OAD-Data, CUIT, and School-based partners.
• Communicates significant alumni issues and trends to appropriate managers, University units, and School-based partners to support coordinated responses and/or resolution.
• Provides reports and analytics on CAC inquiry volume, trends, and outcomes to inform operational improvements.
• Supports implementation of the strategic plans and priorities established by senior leadership for Alumni Relations and the CAA.
• Provides support for CAA signature events and programs.
• Provides coverage for the CAC front desk Monday–Friday, 9:00 a.m.–5:00 p.m., particularly during busy times throughout the year.
• Performs other related duties as assigned.

Minimum Qualifications

• Bachelor’s degree or equivalent work experience.
• Two (2) to four (4) years of relevant customer service, alumni relations, or related experience.
• Proficiency in Microsoft Office and Google Workspace.
• Demonstrated ability to manage multiple projects and changing priorities in a fast-paced, time-sensitive environment.
• Excellent interpersonal, active listening, oral, and written communication skills, with the ability to navigate relationships with diverse constituencies.
• Strong analytical, organizational, problem-solving, troubleshooting, negotiation, and issue-resolution skills, with sound judgment and discretion.
• Commitment to providing responsive, high-quality customer service.
• Demonstrated ability to collaborate effectively and foster teamwork among alumni, students, faculty, staff, administrators, academic leaders, and other internal and external partners.
• Ability to think strategically, advance priorities, and handle sensitive matters with discretion.

Preferred Qualifications

• Proficiency in Salesforce or another CRM and experience with data management; familiarity with the Gmail administrator console is desirable.
• Experience in higher education, a cultural institution, or a comparable complex organization.
• Knowledge of or experience with university alumni relations programs, services, and benefits is preferred.
• Experience resolving complex or sensitive customer service matters.

Other Requirements

• Occasional evening and weekend work is required for CAA programs and special events.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.