Student Support Concierge Manager

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

📋 Description

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

• Recruits, trains, mentors, and assesses Student Support Concierge personnel, encompassing the onboarding of new hires and supporting their ongoing professional growth.

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

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

• Acts as the main point of contact between the Student Support Concierge team and the Director of Online Education, providing operational updates, escalating complex student issues, and reporting on performance metrics.

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

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

• Advises students on course choices, degree progression, and available academic support resources within the framework of University policies.

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

• Monitors students' academic performance and proactively identifies those who may benefit from additional outreach or intervention.

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

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

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

• Gathers, 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.

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

• Performs additional duties as assigned.

⛳️ 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 field is essential.

• Supervisory or team leadership experience is preferred.

• Experience in 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 through telephone, email, video conferencing, and other virtual communication technologies.

🏝️ Benefits

• Remote work

• Professional development