Manager Student Success - CTU Online
To ensure student success and retention for online students through excellent team leadership and successful coaching practices that enables students to succeed in their academic endeavors. Manage team effectively through coaching staff, monitoring metrics and phone call observations. Handles department escalation from the team on student concerns. Oversee projects and initiatives with the team and project manage extra tasks and other academic requests needing senior leadership approval. Communicate interdepartmentally to achieve the highest possible customer service for students.
Essential Duties and Responsibilities
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Provide daily, weekly, monthly and quarterly success metrics and analysis
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Provide leadership development for a team of coaches ensuring quality and productivity
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Manage escalations and approvals such as LOA, tuition forgiveness escalations, course overloads, and student complaints
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Provide oversight of student success Coach hiring, training, and evaluating on academic and student advising policy and procedures, including SOS policies/procedures
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Administer of all academic policies as regulated by course catalog, student handbook and other regulatory academic requirements
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Academic oversight for students regarding all academic issues, i.e., failed and incomplete grades, Satisfactory Academic Progress and qualitative academic progress
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Review term final grades and cumulative GPA’s and conduct follow-up including outreach strategies
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Oversee or participate in university initiatives as assigned
Required Skills
- Ability to inspire strategic direction throughout the department
- Ability to manage and coach success coaches to offer a better student experience
- Commitment to providing mentorship to success coaches in order to promote student development and success
- Encompass creative problem solving capabilities
- Ability to drive results and meet team/department goals
- High level of interpersonal and communication skills
- Ability to multi-task efficiently and effectively
- Required Experience
Required Experience
- Bachelor’s Degree from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent), Master’s preferred
- 3 - 5 years of work experience in an academic environment or counseling setting along with 1- 2 years of managerial experience
- Working knowledge of academic policies and procedures
What we offer*
- Salary Range between $49,600 and $66,100
- Paid time off
- Paid sick leave
- Paid holidays
- Comprehensive medical, pharmaceutical, dental, and vision benefits
- Health savings and flexible spending accounts
- 401(k) savings plan with company match
- Employee Stock Purchase Plan (ESPP)
- Company paid life insurance and disability insurance - subject to eligibility
- Company paid tuition assistance – subject to eligibility and approval
- Employee Assistance Program (EAP)
- Prenatal and adoption assistance
- Additional ancillary programs are available upon benefit enrollment eligibility
*Most benefits apply to full-time employees. Some benefits apply to part-time employees as well. Benefits may vary by location and position and are subject to change at any time. Ask your recruiter for full details and information about eligible dependents.