Student Support Concierge Manager

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Under the guidance of the Director of Online Education, leads, supervises, and oversees the operations of the Student Support Concierge (SSC) team dedicated to assisting online students.

• Responsible for setting service benchmarks, managing staff, tracking student success initiatives, analyzing operational data, and coordinating student support services across various University departments to enhance student retention, persistence, and academic achievement.

• Utilizes independent judgment to address complex student issues, refine operational processes, and ensure consistent, high-quality support for online learners.

• Acts as the main liaison between the Student Support Concierge team and the Office of Online Education, tasked with maintaining effective communication, performance accountability, and ongoing service enhancement.

⛳️ Requirements

• A Master's degree from an accredited institution is mandatory.

• A minimum of two (2) years of progressively responsible experience in student services, academic advising, online education, higher education administration, or a related area is essential.

• Supervisory or team leadership experience is preferred.

• Experience in supporting online students within a higher education context is preferred.

• Familiarity with Banner or similar student information systems and customer relationship management software is a plus.

• Proven ability to effectively communicate with students via telephone, email, video conferencing, and other virtual communication methods.

🏝️ Benefits

• Provides leadership, supervision, coaching, and performance management for members of the Student Support Concierge team.

• Recruits, trains, mentors, and evaluates staff within the Student Support Concierge team, including the onboarding of new employees and promoting ongoing professional growth.

• Coordinates staff tasks, caseloads, work schedules, and service coverage to ensure prompt and consistent student support.

• Develops, implements, and continually assesses standard operating procedures, workflows, and service standards to enhance operational efficiency.

• Acts as the primary liaison between the Student Support Concierge team and the Director of Online Education by relaying operational updates, escalating complex student issues, and reporting on performance metrics.

• Facilitates regular staff meetings, training sessions, and collaborative planning initiatives.

• Provides direct assistance to online students with course registration, academic planning, and navigating University processes.