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Graduate Services Manager

Summary

The Manager of Graduate Services position has primary accountability for ensuring quality graduate services. Services include, but are not limited to dog guide, AMP, Trekker, Trekker Breeze and Deaf/blind. This position will be responsible for the strategic development and integration of internal processes that ensure a seamless continuation of services to our customers. This position will directly supervise field services team members and all graduate activities.

Essential Duties and Responsibilities

  • Oversees timely quality follow up for all Graduates including those from foreign countries
  • Ensures timely and effective staff resolution of student complaints by monitoring call back strategies with accurate documentation. Assist with follow-up and data input as needed.
  • Develops and manages a services model to better utilize all training resources for Graduate services.
  • Maintains standards and compliance of foreign school contractual requirements.
  • Provides training for field services team on new training techniques, equipment and programs to effectively service graduates.
  • Collaborates with Marketing and Philanthropy by providing support staffing to ensure effective agency and key relationship visits as well as conference attendance.
  • Coordinates with Admissions to guarantee timely cross-functional assessments and services.
  • Assists Volunteer Manager with identifying and qualifying graduates/students suitable for PR work.
  • Supports Class Supervisor to ensure timely follow up and service provision for in-class students needing immediate service.
  • Manages logistics and cost effectiveness of all graduate related services.
  • Serves as team liaison with CAT committee and PSC committee.
  • Perform other duties as assigned.

Education and Experience

  • Bachelor's degree plus a minimum of 5 to 7 years of related experience, previous experience in a supervisory role required; logistical management experience preferred. An equivalent combination of experience and education may be considered. Additional years of experience may be substituted for the university requirement.

Knowledge, Skills and Abilities

  • Must have strong knowledge of and experience in the principles, practices and techniques of dog training, orientation and mobility and sighted guide
  • Must be able to analyze training effectiveness and customer satisfaction and implement on going process and quality improvements to ensure consumer satisfaction.
  • Must have strong leadership and management skills, ability to create and execute strategic goals and objectives and manage multiple projects and departments
  • Must be able to work a flexible schedule that may include evenings/weekends.
  • Must possess excellent oral and written communication skills, computer skills that include ability to use Microsoft Office, as well as strong organizational skills, and have acuity with detail.
  • Must be willing to perform general public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.).
  • Must be able to establish and maintain professional, productive and courteous interactions with employees that promote positive teamwork, as well as with volunteers, donors, students and all constituents of Leader Dog. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.
  • Must possess excellent oral and written communication skills, as well as strong organizational skills, and attention to detail.
  • Must have the ability to work well under pressure, handle multiple priorities and meet deadlines; must have the ability to work independently with little or no supervision.
  • Must possess sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.
  • Must have computer skills and ability to use Microsoft Office software and be able to create, read and interpret reports and other data as needed.
  • CPR certification and health related health training needed, adherence to all applicable safety and health policies and procedures required.
  • Must possess a valid Passport, drivers and chauffeur's license and ability to travel without restrictions as needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, you will be regularly required to stand, walk, reach with hands and arms, climb or balance, talk or hear, and taste or smell. They are frequently is required to stand, sit, use the phone and drive. They must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

Leader Dogs for the Blind reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities and position title as it deems necessary to meet the needs of its business.

Leader Dogs for the Blind is an at-will employer. This means that the employment relationship may be ended at any time without notice by the employer or employee for any reason. Neither this document, nor any manual issued by Leader Dogs for the Blind, is a contract of employment.

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