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Manager, International Mobility and Intercultural

Date: November 29, 2016
Reports to (Job Title): Director, Student Success
Jobs Reporting (Job Titles): 4 Global Learning Coordinators, co-op student
Department: Student Success Office


Waterloo Campus


USG 11
35 hr/wk

Primary Purpose

The Manager, International Mobility and Intercultural Learning will take on a key leadership role to operationalize strategic initiatives and direction to support the internationalization and student experience goals of the University through student exchange, mobility and a robust internationalization at home program including institutional responsibility for the Global Experience Certificate program.

Key Accountabilities:


Exceptional leadership and sound management practice

Provides strong leadership and direction to all direct reports including setting clear and reasonable goals and expectations, providing on-going feedback and establishing a strong foundation for performance through comprehensive training and on-going professional development.  S/he is responsible for all human resource functions as they relate to his/her area of responsibility including recruitment, hiring, performance management, performance appraisals etc.   The Manager also participates as a member of the SSO Leadership Group and provides input to the strategic plans for the department.


International exchange, mobility and internationalization at home

Informed by best practices, current research, student data, program evaluation and student feedback, the Manager leads the successful operationalization of international student exchange agreements, international mobility agreements (e.g. service learning, field trips, special programs), and internationalization at home initiatives.  The Manager will work closely with the faculties, identifying priority outbound locations and experiences and understanding faculty-specific expectations and internal processes.  The Manager will also work closely with Waterloo International, as Waterloo International leads in the strategic development and management of partnerships with institutions worldwide that provide our students with outstanding intercultural, academic and personal growth experience opportunities, and allow us to host the same for students coming to Waterloo.   The Manager will work closely with and lead others across campus to facilitate a coordinated and efficient process for recruitment/promotion, application, placement, communication and experience management related to exchange and other types of mobility programs.  The Manager will also work closely with Waterloo International and CECA to ensure coordination with international co-op and/or hybrid agreements and the Graduate Studies Office on graduate exchanges.  The Manager operationalizes and supports the strategic development, delivery and/or coordination, and tracking of programs and initiatives that provide outstanding international and global learning opportunities for undergraduate and graduate students ‘at home’.   These opportunities may include developing and managing specific programs and/or supporting and facilitating programs offered by other internal or external partners (e.g. conferences, events).   The Manager will champion a robust ‘internationalization at home’ program. 


Global Experience Certificate program

The Manager has institutional responsibility for the Global Experience Certificate Program.  This includes oversight for strategic direction and leadership, curriculum development and vetting, and program administration including regular communication and updates with appropriate departments and committees (e.g. Registrar’s Office, Senate Undergraduate Council). 


Relationships and collaboration

The Manager will work closely with other areas within the SSO, Waterloo International, CECA, faculties, affiliated colleges and universities, and across campus to ensure coordination of efforts and identification of opportunities for collaboration.  The Manager will chair and/or participate in groups or committees as appropriate, and work closely with other departments and student organizations to ensure the best possible support and experience for both incoming and outgoing exchange students (i.e. Colleges, Campus Wellness, AccessAbility Services, Housing and Residences, Athletics and Recreation, Registrar’s Office, Graduate Studies Office, Feds, GSA).   This includes the identification of barriers for student participation and a positive student experience, and the development of initiatives to mitigate those barriers. The Manager will proactively establish and maintain productive and positive relationships with all partners on and off campus and regularly participate in visits by foreign delegations as they relate to student mobility.  


Risk management, student safety and intercultural preparedness

The Manager will work closely with Waterloo International and others on and off campus to ensure all University sanctioned activities have been appropriately screened as part of a robust student safety and risk management protocol.  S/he will work closely with Waterloo International to ensure appropriate pre-departure training for intercultural preparedness and safety protocols are in place and communicated to students, and will actively support initiatives in this area. 


Assessment, reporting and budget management

The Manager is responsible for implementing a strong culture of assessment and continuous improvement to ensure that Waterloo is offering the best possible experiences for students who participate in international experiences both abroad (exchange, study abroad, service-learning, field trips etc) and on our campus. The Manager will ensure accurate data collection, management and reporting on an annual basis and ensure that evidence-based decision making is a critical part of new program/service development and continuous improvement efforts.  The Manager will also be responsible for developing and managing the budget to support activities in their areas of responsibility.

Position Requirements


Bachelor’s degree, or equivalent combination of education and experience.  Master’s or equivalent in a related field (i.e. leadership, higher education, intercultural learning and education) strongly preferred.


Significant experience managing/leading a team in a student service/post-secondary environment; experience working in intercultural settings with responsibility for educational program development and implementation required; experience living abroad and/or fluency in a second language is an asset. Demonstrated strategic thinker with successful experience designing and/or improving business processes and practices. Demonstrated success working collaboratively in a diverse and fast-paced environment with the ability to influence and drive new initiatives and continuous improvement with various stakeholders.


MS Word Excel PowerPoint Other
Advanced Advanced Advanced Access/databases; internet; student information systems, Sharepoint,

Nature and Scope

Interpersonal Skills:

Superior interpersonal skills including the ability to interact using tact and diplomacy while interacting with a wide range of internal and external contacts.  Excellent written and oral communication skills including superior presentation skills. The incumbent requires the ability to negotiate, influence and persuade.  Proven strength in collaboration and relationship management.  Demonstrated leadership skills required.   Multiple language skills are an asset.

Level of Responsibility:

Manager level position; member of the SSO leadership group; responsible for assisting in the development of strategy and for effective implementation and operation in assigned areas of responsibility.

Decision-Making Authority:

The Manager is responsible for decision making in his/her area of responsibility including strategic direction for program planning, technical and systems support, budgeting, financial and human resource management.

Physical and Sensory Demands:

Minimal demands typical of a position operating within an office environment, periods of extensive sitting, concentrated use of visual sense and physical effort that may result in moderate fatigue, strain, or injury as a result of repetitive keyboard//mouse movement.

Working Environment:

Office based; intermittent work outside the normal operating hours of the institution, occasional international travel may be required.