Marketplace Product Coordinator
Cleveland, OH
About Us
Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.
Job Overview
The Marketplace Product Coordinator promotes and manages all non-academic products and services offered through Cleveland State Global, which includes but is not limited to student housing and accommodations, dining plans, insurance, affiliate vendor services, and living essentials catered to international students enrolled in international accelerator programs. The Marketplace Product Coordinator designs and maintains complex, dynamic data systems that track and report all products and services offered, including but not limited to, housing rosters, insurance enrollment, career services enrollment, therefore strong data management skills are essential. He/She/They owns the financial performance, marketing associated with the products, and the student satisfaction for Shorelight Marketplace. This role reports to the Product Manager, Housing Solutions, and manages student workers who live in residential communities.
The Marketplace Product Coordinator is an energetic team player who takes initiative and has excellent oral and written communication skills. Exceptional sales and customer service skills with proven negotiation abilities are critical. He/She/They is a skilled problem solver who demonstrates tact, patience, and diplomacy, particularly with non-native English speakers. The Marketplace Product Coordinator is organized, comfortable multitasking, adjusts quickly to shifting priorities, and has a strong attention to detail.
Essential Functions
Ancillary Services Management
- Lead pre-arrival process to ensure ancillary program assignments are prepared, including but not limited to booking and confirming arrival reservations, making housing assignments, and executing room set-up lists as well as managing other various tasks as needed.
- Enroll students in program-managed housing, dining, insurance, and other ancillary products, maintaining accurate student records for each product, as well as keeping accurate and up-to-date housing inventory to assist in forecasting exercises.
- Collaborate with student services team in updating ancillary products, including activation and continuation of dining, insurance, and other services delivered to students.
- Oversee regular housing inspection schedules and follow-up on remediation as necessary through third-party vendor networks.
- Promote the purchase, enrollment, and collection of ancillary services, through current sales channels, direct to student, or through University partners.
Facilities Management
- Oversee third-party property management services to assure execution of items escalated for remediation; conducting follow ups as needed.
- Direct and oversee cleaning services provided by local companies for accommodations cleaning and timely room turnover.
- Lead the formulation and maintenance of housing policies and procedures, which may include eligibility, waivers, student lease agreements, and emergency temporary housing.
- Engage in execution of room occupancy and housing assignment management, including placements, changes, occupancy data, and residential records in Salesforce and other relevant systems.
- Act as contact for student concerns, maintenance issues, facility challenges, and mediations/student conduct instances.
Administrative Support
- Manage, maintain, and distribute leasing documents to residents.
- Collaborate with Operations Manager for mass communications to residents prior to distribution.
- Update all housing-related roster and transfer necessary information to the CRM.
- Maintain database of student interactions to ensure consistent messaging and support.
People Management
- Recruit, develop, and retain team members to ensure productivity and engagement.
- Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organizational goals.
- Provide coaching, counseling, and corrective action (when necessary) to team members
- Ensure consistent 24/7 coverage for the duty phone is scheduled, especially for evenings, weekends, and peak times.
- Foster a culture that reflects Shorelight’s values.
Security
- Comply with Shorelight Written Information Security Policy and all other Shorelight Information Security Policies and Procedures.
- Take responsibility for any Shorelight assets assigned to you.
- Promptly respond to any security events, incidents, or weaknesses to Shorelight security.
Minimum Qualifications
- Bachelor’s degree or Associate’s degree + 1 year related work experience or 3+ years related work experience in hospitality, residential life, or property management
- Proficiency in Microsoft Office Suite, particularly Excel
- Working experience in maintaining and enforcing compliance with program rules, regulations, and policies
- Eligibility to work in the United States without sponsorship
Preferred Qualifications
- Experience working in Hospitality Operations Management
- Experience working successfully with non-native speakers of English
- Experience working with Salesforce or other CRM software to produce reports and accurate data
- 3+ years working in a direct customer facing role
Application Process
To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.
Background Check Required - Education, Criminal, Identity
Shorelight is an Equal Opportunity Employer.
