Northeastern University’s reach is a global one. The university system is a network that spans 13 campuses across the U.S., U.K., and Canada, with 300,000-plus alumni and 3,000 partners worldwide. The Office of Enrollment Management plays a key role in supporting and nurturing the future interplay between these groups.
Enrollment Management Contact Center
The Enrollment Management Contact Center is the primary point of contact for several of the university’s departments, including Student Financial Services, Undergraduate Admissions, the Office of Global Services, and the university’s main line. The mission of the Contact Center is to promote student and parent loyalty to the university community by providing customer-focused service. The Contact Center strives to build relationships with students and family members through knowledgeable staff and deliver a positive experience upon every interaction. Led by Senior Director Amy Charette, team members within the Contact Center are trained to field questions related to all enrollment areas. Staff are available to assist callers with billing and payment issues, application status checks, missing documents, and university policies and procedures.
Enrollment Research and Analytics
Led by Interim AVP Frederic Ndiaye, the Enrollment Research and Analytics team provides timely research and data analysis that informs and guides strategic decision-making across the entirety of the student lifecycle, from recruitment and enrollment through persistence and graduation. Their analysis contributes to student recruitment strategy, admissions strategy and reporting, financial aid leveraging, predictive yield modeling, enrollment forecasting, retention research, market expansion, program launches, and student experience research.
Enrollment Management at Northeastern has long been an exemplar in data-driven decision-making in higher education, and the Enrollment Research and Analytics team is critical in supporting that culture.
The Enrollment Counseling team, led by Director of Student Enrollment Mallory Leiendecker, represents one part of the comprehensive graduate and professional programs enrollment management infrastructure. They support the enrollment process for prospective master’s degree students across all colleges, as well as bachelor’s completion and professional doctoral students within the College of Professional Studies. The team engages domestic prospective students with personalized, one-on-one enrollment counseling and manages inbound communication with those looking to speak with enrollment counselors to learn more about the university’s offerings.
Graduate Operations and College Success
This group, led by Assistant Vice Chancellor Brad Booke, includes the Graduate Admissions, College Success, and Project Management teams. Together, they support marketing, recruitment, and application processing initiatives. Our College Success and Project Management groups facilitate relationships with our college partners, helping to support marketing and recruitment efforts, existing college programs, and new program development.
International Enrollment Management (IEM)
IEM offers our colleges centralized marketing and recruitment infrastructure to support unified brand representation and bring programs and experiential offerings to global markets. IEM has built a framework for international recruitment, which includes business-to-business outreach, U.S.-based international student recruitment, and enrollment through international institutional partners, government, private sponsors, and global corporate learners. The IEM global recruitment infrastructure includes in-country recruitment representatives who engage in regular institutional visits, counselor training, student fairs, and one-on-one counseling and help to build and manage local marketing infrastructure for online and on-ground marketing activities.
The IEM team works closely with the colleges to collaboratively establish international enrollment goals, create and execute marketing and communication plans, and facilitate recruitment events, yield events, and pre-departure support. In collaboration with the Office of Global Services (OGS), IEM also supports infrastructure needs to ensure that the international student experience on campus appropriately enables our current international students as ambassadors for prospective international students.
Marketing and Digital Strategy
Led by Assistant Vice President Mike O’Connor, this group includes the Creative and Digital Marketing teams. This team provides centralized marketing and admissions support for the colleges, campuses, and departments across Northeastern for both domestic and international graduate and undergraduate programs. The marketing team develops and executes marketing strategies and plans for the many academic programs on offer at Northeastern, with campaigns tailored to our audiences and their needs, expectations, and hopes. In conjunction with the Digital Marketing team, the Creative team supports multiple areas, including digital media, video, motion graphics, copywriting, print, and strategic needs across the graduate and undergraduate spheres. Together, these teams provide full marketing and audience engagement support throughout the prospective student journey.
Office of Global Services
The Office of Global Services (OGS) advances the international community of Northeastern by ensuring immigration compliance and providing transformational academic services and cultural experiences for our students. OGS collaborates broadly with partners across the Northeastern campuses to build the university’s global system, grow the regional campuses, and enhance international recruitment and global alumni networks.
OGS consists of comprehensive advising specialists, a student support and programming group, and a data management team. We seek to provide comprehensive support focused on student satisfaction and operational efficiency to create an environment that fosters a supportive, positive, and nurturing experience from admission through graduation and beyond.
Led by Director Liz Quinn, the Accelerate Pre-College Programs are designed for talented high school students who are interested in experiencing a Northeastern academic environment prior to their senior year of high school. The mission of the Accelerate Pre-College Programs unit is to engage with domestic and international top-talent high school students early in the admissions process to give them a Northeastern experience—rigorous, hands-on learning delivered by renowned faculty, leveraging the world-class facilities of our global campus network. The pre-college team collaborates with the undergraduate colleges at Northeastern to design and deliver meaningful experiences that stay with students beyond their program dates and into the undergraduate application season.
Strategic Enrollment Initiatives (SEI)
The SEI team supports a high-level enrollment management technology strategy and infrastructure that enables us to make choices today that will have long-lasting implications in the context of our broader and fast-moving ecosystem. SEI is advancing a sustainable, collaborative, and accountable technology model between Enrollment Management, ITS, and University Audit and Advisory Services while implementing “best of breed” technologies to meet our enrollment management needs.
The team consists of a highly talented group of technical product owners and business developers, salesforce architects and developers, business analysts, and portfolio managers. The team focuses on initiatives that will add to the customer service capabilities within enrollment management and enhance the student application, campus visits and events, marketing engagement, and the overall experience for our audiences.
Student Financial Services (SFS)
SFS is dedicated to supporting students and families in the pursuit of their educational goals by providing clear information and resources around financial aid programs, costs, and benefits. Led by Dean Thomas McWhorter, SFS provides services to students along every financial touchpoint during their Northeastern journey. SFS is comprised of multiple departments, including Financial Aid, Student Accounts, and SFS Systems. Additionally, the group oversees the University’s Center for the Advancement of Veterans and Servicemembers (CAVS), the Center for Financial Literacy, and the Office of Student Employment, Graduate Assistantships, and Fellowships.
The SFS vision is to transform itself from a Boston-centric operation into a “One Northeastern” enrollment management unit by facilitating learner access, growth, and mobility across a global university system. This group’s key goals are:
- To create enrollment management practices, policies, and processes within SFS that lead and integrate with other EM units, while supporting the growth of our colleges, academic programs, and locations.
- To provide learner supports that facilitate enrollment growth and mobility throughout the university system.
- To develop customer service capacities and options that assist learners anywhere, anytime.
Admission to Northeastern University’s undergraduate programs is highly competitive. Our goal is to build a diverse community of intellectually curious, mature, and highly motivated students who are a good match for our distinctive educational experience across three campuses in Boston, Oakland, and London.
The Undergraduate Admissions team leads domestic and international recruitment, processing, review, and selection of first-year and transfer students for the fall and the suite of specialized entry programs, including N.U.in, Global Scholars, London Scholars, NU Immerse, and ContiNUe. The team also oversees the University Visitor Center and programming for prospective and admitted students both on and off campus. The Office of Opportunity Scholarships and Programs is another arm of the Undergraduate Admissions team and includes support for special Boston scholarships and the Torch Scholars Program.
The team’s important work connects the operational processes of recruiting, admitting, and enrolling a class to the strategic work happening with college partners and campus colleagues. The Undergraduate Admissions team is known for efficiently managing high-volume processes, being nimble and innovative with new strategic efforts, and being an active national voice within the industry.