Emory University Associate Director, Client Services-Office of International Student and Scholar Services (ISSS) in atlanta, Georgia


Preferred qualifications include experience in developing web-based or video training modules; technical experience maintaining the Sunapsis case management system; supervisory experience; and experience living, studying, or working in a country different from one's own.


  • Manages client services to ensure best possible customer service and innovative, effective service delivery methods in the Office of International Student and Scholar Services (ISSS).

  • Oversees immigration systems and reporting function in ISSS.

  • Leads initiative to modernize and coordinate orientation for new international students and scholars.

  • Coordinates immigration programs such as workshops, open forums, etc. Leads the design and implementation of innovative education and training modules, such as online workshops, in collaboration with the ISSS staff. Hires, trains, supervises and evaluates staff.

  • Uses professional judgment to triage service requests, particularly time-sensitive matters related to applications and immigration regulations.

  • Identifies relevant metrics to gauge overall performance of the client services staff and set appropriate goals.

  • In collaboration with other leaders in the office, develops and maintains detailed reports of these metrics to monitor ongoing performance and makes recommendations to improve effectiveness and efficiency in meeting established goals.

  • As part of the senior staff, evaluates ISSS services and programs.

  • Advises international students, scholars, faculty, administrators, and staff in person, by phone, and via email regarding federal immigration and employment regulations, Emory resources, and related matters.

  • Serves as a Designated School Official (DSO) and Alternate Responsible Officer (ARO) for Emory and performs associated duties.

  • Conducts immigration workshops and presentations.

  • Represents Emory in petitions, applications and/or communications with federal, state, and local agencies, including but not limited to, the Department of Homeland Security, Department of Labor, Department of State, Georgia Department of Driver Services, and Social Security Administration.

  • May handle employment-based immigration cases, including statuses such as H-1B, E-3, permanent residency, etc.

  • Assists the ISSS Director in providing overall leadership and management of the office, including establishing policies and procedures.

  • Represents ISSS to internal and external stakeholders.

  • Performs related responsibilities as required.


  • A master's degree in student personnel administration, international education, higher education administration or a related field, or an equivalent combination of education, training and experience.

  • Four years of related work experience. Supervisory experience preferred.

  • Must be able to serve as an expert Designated School Official (DSO) and Alternate Responsible Officer (ARO) and meet government eligibility requirements.

  • Ability to design and implement training modules.

  • Excellent organizational skills and meticulous attention to detail.

  • Creativity, flexibility, problem solving and analytical skills.

  • Excellent written, verbal, and non-verbal communication skills.

  • Must be able to work with a diverse population in a professional manner, maintaining high levels of customer service, cross-cultural sensitivity, and discretion in handling confidential information.

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Job Number 18394

Job Type Regular Full-Time

Division EVP Provost Academic Affairs

Department ISSP - Operations

This position may involve the following Health and Safety issues: Not Applicable

Job Category Admissions & Student Life

Emory University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all applicable Federal and Georgia State laws, regulations, and executive orders regarding nondiscrimination and affirmative action in its programs and activities. Emory University does not discriminate on the basis of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Inquiries about this statement should be directed to the Office of Equity and Inclusion, 201 Dowman Drive, Administration Bldg, Atlanta, GA 30322