Associate Director Academic Advising - AIU Online (Schaumburg)

Student Services
AIU Online
41367 Requisition #
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The Associate Director of Academic Advising is responsible for academic success and retention of online students through team leadership and coaching of Academic Advisors.  This role will manage outcome targets through effectively performance coaching staff to deliver exceptional service, providing clear direction and guidance to their team, and monitoring and utilizing reports and data to drive areas of focus for their staff.   The Associate Director of Academic Advising will also be responsible for managing one of the department’s many key initiatives and partnering with peer Associate Directors of Academic Advising to drive understanding, calibration, and action throughout the team.   The Associate Director will collaborate closely with Admissions, Financial Aid, and Faculty to improve service to students and adjust team priorities based on interdepartmental needs.


Principal Duties & Responsibilities


  • Manage Advising team to ensure high service is provided and metrics and goals are met

  • Provide  daily, weekly, monthly and quarterly  success metrics  and analysis on team and advisor performance in retention, grades, phone metrics, and service levels

  • Provide oversight of the retention during the institutional cancel period for incoming students

  • Provide oversight of the support of returning students to the institution

  • Review term final grades and cumulative GPA’s and conduct follow-up including outreach strategies

  • Support, develop and administer all student advising procedures as described in the course catalog, student handbook and other regulatory documents

  • Provide management with daily reports on the performance of their Student Advising Team

  • Act as a liaison between other departments in assisting with process based questions/procedural questions that involve Student Affairs specific questions, and in support of Graduation Team structure

  • Collaborate with peer ADs in other locations on initiatives to assist in the overall student experience

  • Approach staffing and performance managing team of advisors to highest level of quality, utilizing observation scores and other measurements

  • Provide coaching and professional development to all student advising team members to ensure all the achievement of goals and objectives

  • Guide Advisors on how to handle at-risk students with life and other circumstances to ensure online course attendance

  • Guide Advisors on how to handle student’s issues with risks/consequences of not meeting university requirements in order to stay in school

  • Manages staff performance by providing coaching, support, and direction to strengthen skills and knowledge to impact department efficiency

  • Provide coaching and development to motivate staff to improve student satisfaction and quality of service delivery

  • Connects individual contributions with departmental and organizational goals to develop team commitment

  • Manage escalated service-related issues or complaints

  • Continue ongoing maintenance of Standard Operating Procedures

  • Fostering positive energy and positive morale for the staff

  • Identify opportunities to create, improve and implement innovative services that support student success

  • May require occasional travel to other locations

  • 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

Knowledge, Skills and Abilities, Competencies


  • Ability to bring high energy to inspire a team to offer a better  student experience

  • Knowledge of online delivery methods and effective communication in both traditional and online educational forums is essential.

  • Knowledge of the student life cycle and other university departments such as Admissions, Financial Aid,  Student Services, Academics, and Career Services

  • Profound commitment to quality service and a desire to ensure student success

  • Strong interpersonal, communication, presentation skills

  • Ability to establish and maintain effective relationships

  • Proficient in use of MS Word, MS Excel and ability to analyze data

  • Organizational and time management skills

  • Leadership skills in directing and motivating teams

  • Ability to manage multiple projects, people, and execute on team direction

  • Ability to drive results and meet  team/department goals



Education and Experience:  Minimum


  • Bachelor’s Degree from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent)

  • 5 + years of experience in an education related or service related role

  • 3 + year of management experience


Education and Experience:  Preferred


  • Master’s Preferred from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent)

  • 5 + years of experience with leading student advising in a fast paced, post-secondary education environment.

  • 3 + years of experience leading a team

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