Student Support Concierge Manager

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

📋 Description

• Provides leadership, oversight, mentorship, and performance management for the Student Support Concierge team members.

• Recruits, trains, guides, and assesses the Student Support Concierge staff, including onboarding new hires and fostering ongoing professional development.

• Coordinates staff responsibilities, caseloads, work schedules, and service coverage to guarantee timely and consistent support for students.

• Develops, executes, and continually evaluates standard operating procedures, workflows, and service benchmarks to enhance operational efficiency.

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

• Organizes regular staff meetings, training sessions, and collaborative planning events.

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

• Advises students on course selection, degree progress, and available academic support resources in accordance with University policies.

• Coordinates referrals to the appropriate University offices, including the Registrar, Financial Aid, Academic Affairs, Student Affairs, and other student support services.

• Monitors student academic progress and proactively identifies students who may benefit from additional outreach or intervention.

• Maintains regular communication with assigned students to support persistence, retention, and successful degree completion.

• Ensures accurate and timely documentation of student interactions using University-approved systems.

• Monitors team compliance with relevant federal and state laws, University policies, and student privacy regulations, including FERPA.

• Collects, analyzes, and reports operational data related to student engagement, retention, service delivery, and team performance.

• Collaborates with University departments to enhance student services, streamline processes, and improve the online student experience.

• Maintains effective working relationships with faculty, staff, students, and external partners.

⛳️ Requirements

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

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

• Supervisory or team leadership experience is preferred.

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

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

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

🏝️ Benefits

• Occasional travel to Kentucky State University may be necessary for meetings, training, and other University-related activities.

• Requires prolonged periods of computer use and frequent communication through telephone, email, and video conferencing.

• Occasional evening or weekend work may be needed to support students, staff meetings, or University initiatives.