The Student Success Manager is responsible for developing and managing a small staff of student success coaches while modeling successful coaching practices that enable students to be successful. This manager will support and execute the vision and purpose of the University through effective performance management/coaching/observations to deliver exceptional service to our diverse student population, providing clear direction and guidance to their team, managing and measuring work using data to drive areas of focus for their staff in partnership with The Associate Director of Academic Advising. The Manager of Student Success will handle escalated student concerns, serve as a champion for projects and department initiatives and manage any additional tasks needing senior leadership approval.
PRINCIPAL DUTIES & RESPONSIBILITIES
- Manage Advising team to ensure a high level of service is provided consistently and metrics and goals are achieved
- Provide daily, weekly, monthly and quarterly success metrics updates to the team and conduct advisor performance observations, providing feedback on retention, service levels, knowledge assessments, and competencies
- Support, develop and administer all student advising procedures as described in the course catalog, student handbook and other regulatory documents
- Provide management with daily, weekly and term reports on the performance of their Student Advising Team
- Collaborate with peer leaders on initiatives to assist in the overall student experience for the University
- Manage staffing, scheduling, and team performance, in a timely manner through a values based approach and with a focus on the appropriate behaviors and processes.
- Guide Advisors on how to handle at-risk students with life and other circumstances to ensure online course attendance
- Connects individual contributions with departmental and organizational goals
- Manage escalated service-related issues or complaints
- Perform all duties of a student success coach with assigned student population
- Fostering positive energy and positive morale for the staff
- Identify opportunities to create, improve and implement innovative services that support student success
- Strong attention to detail, problem-solving skills and task management experience is required along with demonstrated excellence in written and verbal communication
- Requires the ability to work a manager schedule, including more than 40 hours, evenings, weekends to accommodate student and department needs
- Perform other duties as assigned
QUALIFICATIONS
Education & Experience
- Bachelor’s degree from an institution accredited by an agency recognized by the U.S. Department of Education required. Master’s preferred.
- 1-2 years of work experience managing staff with a direct reporting relationship
- 3+ years working in a customer service or learning and academic services area
- Background in managing and evaluating processes and personnel using data
- Proven ability to develop and conduct presentations for diverse audiences
- Master’s Preferred from an institution accredited by an agency recognized by the U.S. Department of Education(or international equivalent) - Preferred
- 5 + years of experience with leading student advising in a fast paced, post-secondary education environment - Preferred
- 3 + years of experience leading a team - Preferred
SKILLS & COMPETENCIES
- Drive results: can be counted on to meet and exceed goals appropriately and successfully, consistently a top performer, modeling correct behaviors and process execution
- Customer Focus: dedicated to student development and success, establishes and maintains effective relationships with students and earns their trust and respect, exceptional counseling, coaching and mentoring skills
- Self-Knowledge: knows personal strengths, weaknesses, opportunities and limits
- Managing Vision & Purpose: communicates compelling and inspired vision or sense of core purpose. Can inspire and motivate entire units or organizations.
- Building Effective Teams: defines success in terms of the whole team and creates a feeling of belonging in the team.
- Developing Direct Reports: provides challenging and stretching tasks and assignments by constructing compelling development plans and executing them.
- Confronting Direct Reports: deals will problem direct reports firmly and in a timely manner
- Managing & Measuring Work: clearly assigns responsibility for tasks and decisions while monitoring process, progress and results.
- Learning on the Fly: learns quickly and open to change
- Interpersonal Savvy: builds appropriate rapport as well as constructive and effective relationships
