Manager, Online and Off-Campus Student Services

The Human Resources Department announces the position of Manager, Online and Off-Campus Student Services, reporting to the Assistant Vice President, Online and Off-Campus Programs.

Responsibilities:  hiring, supervising and developing department staff; creating processes/procedures for registration, financial aid, financial services, and other services for students enrolled in online and off-campus degree programs and see that student-centered support services are provided; ensuring a high-level of customer service is in place to ensure retention and success of students and responsible for adhering to all University policies and procedures; develops and implements policies and procedures supporting online and off-campus students and promotes retention through positive student services; ensuring students are assisted expeditiously and issues are resolved completely; initiates, develops and sustains strong positive relations with program and department leadership to ensure goals of department; assists students in acclimating and succeeding in online and off-campus courses; assists students on courses and document requirements for online and off-campus degree programs; provide students with information related to programs, procedures, goals and objectives, technical guidance and problem resolution; serves as contact point for students promoting respective programs; informs students on services available and assists in connecting with them; creates retention processes including the follow-up on the progress for students who do not meet the Satisfactory Academic Progress Requirements or who are in need of additional support; participates in evaluation of recruitment initiatives; adheres to internal policies and procedures, integrity and ethical standards; oversees and provides administration of services including resolution of incomplete grades, Satisfactory Academic Progress, and overall degree progress; assists at-risk students with  circumstances to ensure course and program attendance; informs students on course/program content and assists with registration in degree program of study; works a flexible schedule including nights and weekends which may include working more than 40 hours per week to meet the needs of students; and performs other duties as assigned.

Requirements:

• Bachelor's degree required; Master's preferred.

• Minimum of 5 years of experience in customer service or customer support environment required.

• Minimum of 5 years of experience in higher education required.

• Experience in conflict resolution with creative problem solving skills.

• Experience with policies, procedures, and associated systems/processes creation.

• Ability to establish and maintain effective relationships.

• Excellent verbal and written communication skills; excellent organizational and time management skills.

• Ability to work independently, maintain confidentiality and composure in difficult situations.

• Ability to negotiate, on behalf of students, with other areas of the University.

• Excellent technology skills.

• Ability to work a varied schedule with flexible hours; weekend/evenings needed to support students.

Exempt

Internal Application Deadline: May 20, 2013

External Application Deadline:   Until position is filled.

Starting Date:   As soon as possible.

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