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Senior Administrative Assistant, Yale Center for Customer Insights

Job Family: Clerical and Technical  

STARS Requisition: 75977BR 
University Job Title: Senior Administrative Assistant
Department Job Title: Senior Administrative Assistant, Yale Center for Customer Insights

Grade: D

Position Focus: 

The Senior Administrative Assistant provides high-level administrative support for Yale Center for Customer Insights (YCCI) and key initiatives that it supports, including the new Yale Program on Innovation and Management (Y-SIM) and YCCI projects with corporate affiliate partners. This position is under the supervision of the YCCI Executive Director, with a dotted line to the Y-SIM Director, and serves as a member of the YCCI team. 

Essential Duties: 

  1. Oversee and coordinate administrative programs and office activities for YCCI. Establish and implement procedures and systems; serve as principal source of information on policies, procedures, and office activities.
  2. Maintain complex electronic calendars. Schedule and coordinate both virtual (Zoom) and in-person meetings and appointments working both with internal stakeholders at Yale as well as external stakeholders, such as corporate affiliate partners.
  3. Create slides and make changes to enhance PowerPoint presentations with graphics and videos. Gather, compile, organize, and manipulate data to create reports or summaries. May design and set up spreadsheets and graphics.
  4. Provide support for logistics for conferences, board of advisor meetings, events, seminars, and programs held on and off campus. May help with site visits, itineraries, travel arrangements, publicity, catering, entertainment, and accommodations or virtual setup as deemed necessary given the pandemic. Prepare required forms and reimbursements.
  5. Manage the hiring process for freelance and student workers which entails coordinating with Yale’s HR, business office, and international tax office.
  6. Manage billing relationships with YCCI partners using Yale’s internal system to prepare Purchase Orders and various third-party platforms such as Ariba and Tungsten to submit invoices and ensure payment.
  7. Format, edit, and proofread a variety of material. Research and fact check cases and current events. Proofread and edit material for grammatical and factual accuracy, work with co-authors and editors to coordinate printing deadlines. Research and draft articles. Assemble attachments and review outgoing material for completeness.
  8. Organize and maintain case studies as they are developed. Provide assistance with classroom exercises and set-up. Download and upload course related information for the web for faculty course work and research related to Y-SIM cases. Secure/purchase teaching material and obtain copyright permissions from publishers.
  9. Support the teaching of cases and research findings by serving as session coordinator. Using Zoom (or other video conferencing communications) schedule class, create Zoom links for course meetings, virtually (or in-person) attend class and monitor or set up for session, support faculty with logistical issues, and communicate with students via Zoom chat (as needed and directed by faculty member), alert Media Services of any technical problems in the Zoom room, and moderate participation.
  10. Search for information online and in various libraries (ORBIS, Blue Book Citation, download articles). May be required to submit research papers online.
  11. Use the university’s electronic systems for expense management, travel booking, and placing orders with vendors. Collect receipts for reimbursement of travel (domestic and international) and monitor reimbursement to Yale. Work closely with department’s business office in execution of all financial transactions. Prepare all documents in accordance with university policies and procedures.
  12. Update YCCI and Y-SIM webpages as directed by the Executive Director.
  13. Identify problems with workflow, equipment and environment and make suggestions for improving the workplace.
  14. Greet visitors, answer, and screen telephone calls. Organize and maintain electronic filing systems.
  15. Prepare/drop off outgoing mail and packages at mailroom.
  16. Perform additional duties incidental to office activities as necessary to maintain highest level of customer service and to support an integrated experience for external stakeholders collaborating with YCCI.

Required Education & Experience: 

Six years of related work experience; four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate’s degree; or little or no work experience and a Bachelor’s degree in a related field; or an equivalent combination of experience and education.

Required Skills & Abilities: 

  1. Advanced computer and technology skills including Zoom and Microsoft Office products: Word, Excel, Outlook, Superior Outlook Calendar skills, and PowerPoint or equivalent. Internet navigation skills.
  2. Excellent proofreading, editing, and writing skills for drafting material. Writing sample required at interview. Ability to communicate orally and in writing in a clear, pleasant, grammatically correct, and professional manner. Ability to represent the school professionally at events.
  3. Excellent attention to detail and accuracy with a demonstrated ability to concentrate and perform with constant and varied interruptions. Ability to prioritize to meet deadlines and follow schedules, multi-task effectively with a strong attention to accuracy and detail.
  4. Excellent attendance record. Ability to function effectively as part of a team. Ability to flex schedule or work overtime to accommodate events.
  5. Ability to effectively prioritize and accomplish work for several faculty members and to regularly solve problems, take initiative and anticipate actions needed. Ability to properly use independent judgment.


Bachelor’s degree. Working knowledge of Yale policies; experience with event support, experience in administrative support position, learning management system, and Slack. Web maintenance skills. Global orientation. Experience with InDesign or Adobe Creative Suite.


  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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