Assistant Director, ISSO Operations & Systems (Promotional Opportunity)

Job no : 528880

Position type : Staff Full Time

Benefit Status : Benefited-Union

Campus : UMass Lowell

Department : Grad & Professional Studies

Salary : See P18 salary range within posting

Applications Open : Nov 17 2025

Applications Close : Dec 02 2025

General Summary of Position :

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

The ISSO Assistant Director will oversee office operations, monitor effective interface functioning of current ISSO system with SEVIS, act as main Point of Contact for all ISSO system enhancements and development / refinement of student services resources, supervise customer service and data management staff, support Executive Director in maintaining institutional compliance with applicable regulatory mandates, train ISSO officials in best procedure of continually evolving ISSO system functionalities, represent ISSO at local, regional, national immigration compliance related conferences and workshops, as needed . 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.

MANAGE OFFICE OPERATIONS (40%)

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. Keep Executive Director up to date with office operational performance and future developing needs. Evaluate evolving office operational needs and propose applicable solutions or alternative approached, if needed.

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. Keep office up to date with most efficient and effective resources to allow optimal student service experience. Supervise the performance of staff or student workers in maintaining the ISSO web site to its most up to date and accurate status.

Administrative :

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. Manage the flow and usefulness of office meetings and events by evaluating effectiveness of results and improvements toward student success.

OVERSEES OFFICE SYTEMS AND DATA MANAGEMENT (30%)

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, recruitment 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. Represent UMass Lowell during the development of system upgrades and modernization coordinated by the UMass President’s Office team.

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. Responsible for monitoring the proper functioning of current ISSO batching system with the most up to date SEVIS platform. 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) (30%)

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 Advising Sessions, 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. Support and work directly with the ISSO Executive Director in the analysis, interpretation and implementation of new or revised F-1 and J-1 regulatory passages or review of Code of Federal Regulations (CFR). Work with ISSO Advisors to ensure that the most up to date system tools are available and effective in the performance of the ISSO regulatory advising role for the entire institution

Minimum Qualifications (Required) :

• Master’s Degree with 5-8 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 8-10 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
• Demonstrated ability in and familiarity with the analysis and interpretation of F-1 and J-1 Code of Federal Regulations (CFR)
• Ability to represent the office or Executive Director in professional internal or external meetings, events, workshops, seminars, presentations or conferences.
• 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 :

Preferred Qualifications :

Office Operations :

Special Instructions to Applicants :

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

This is a SEIU 888 Professional Union position, Grade P18. This is a full-time, benefited SEIU union position in Grade P18 . Salary range minimum : $72,170 25th quartile $82,093 and midpoint of $92,017.

Please include a resume with your application. Names and contact information of three references will be required during the application process. Submission of a cover letter is optional.

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