National University

Compensation

Full Description

Compensation Range: Annual Salary: $71,360.00 - $96,340.00 Position Summary The Director Operations, Student Success, provides a dedicated resource to aid in the resolution of student escalations. This position will include tracking, analysis, and trending for Sr. Leadership team. The Director will also be responsible for strategic support on training and improvements for student operations to address areas of concerns, provide one on one coaching to front line team members where needed to address concerns, create student training on escalation pathing and resources to support leadership of the Student Advising department. This incorporates ensuring the University is in compliance with all applicable federal/state statutes and regulations while ensuring top customer service and supporting the of the student experience. Reports organizational and outcomes updates directly to senior leaders. In addition, oversees headcount and departmental budget, provides organizational health assessment to the senior leadership team, and leads strategic initiatives to successful outcomes in the department. Essential Functions: Leadership Functions: • Develops and implements effective and innovative plans to achieve strategic vision • Maintains compliance with external regulations and internal policies • Assesses and reports progress as it relates to departmental objectives • Conducts performance reviews, individualized development plans, and performance management improvement plans • Provides coaching and oversees the professional development of Associate Directors • Ensures Associate Directors are effectively leading day to day operational outcomes • Serves as a mentor and guide to each of their team members • Develops and implements short and long-term strategies to retain students • Ensures that team retention targets are achieved, relating to the University’s strategic goals and metrics • Provides leadership to the process of effectively operationalizing departmental processes Prepares and maintains departmental metrics and related reports • Analyzes and implements strategic initiatives to address areas of concern within the department • Implements and monitors changes in policy and procedure to ensure compliance with all regulatory and accreditation requirements and changes • Collaborates with QA team and other interdepartmental leaders to ensure institutional compliance • Participates in committees and task forces designed to improve policies, procedures, and business practices • Ensures Associate Directors are effectively managing day to day operations including but not limited to team member oversight (role/responsibility completion, documentation, performance management, and attendance) • Oversees the entire business unit in the absence of the Associate Vice President • Attends Business Unit Leadership team meetings • Upholds the standard of conduct and all other policies and procedures • Identifies opportunities and recommends changes to improve the University • Participates in training and continuous education to improve skill set • Responsible for team member retention analysis and strategic planning to increase retention (turnover statistics, retention strategies, training, etc) • Headcount oversight and responsibility for ratio alignment and adjustments in overall budget headcount to align with ratio need and departmental strategies • Reasonable and consistent attendance to fulfill requirement of the position • Other duties as assigned. Tactical Functions: • Develop and implement effective and innovative plans to mitigate student escalations. • Assess and report findings and progress as it relates to student satisfaction and escalation resolution. • Provide coaching and resources for the professional development of Advisor service interactions. • Ensure student escalations are effectively addressed and outcomes are documented. • Collaborate with the Data Science, and other interdepartmental leaders, to ensure student satisfaction outcomes. • Participate in committees and task forces designed to improve policies, procedures, and business practices. • Implement strategic planning and initiatives to ensure achievement of service level agreements. • Other duties as assigned. Supervisory Responsibilities: Supervisor duties to include: • Direct leadership and oversight of up to five (5) Associate Directors with up to five (5) team leads and up to fifty front line (50) team members. • Hire, train and develop Associate Directors as/if needed. • Implement and lead individualized development plans for all team members. • Direct oversight for all performance management actions inclusive of direct coaching, performance action delivery, and separation of team members. • Support leaders within the department on preparation, review, and delivery of all required performance action of team members. Requirements: Education & Experience: • Bachelor's degree required. • Master's degree preferred. • Minimum of seven (7) years of student services, advising, customer support, or related experience required. • Minimum of five (5) years of leadership experience required. • Experience in higher education preferred. • Experience working in a technology-driven enterprise preferred. • All skills, abilities and education will be considered for minimum qualifications. Competencies/Technical/Functional Skills: • Knowledge of academic and business workings of a higher education institution. • Knowledge of University policies and procedures. • Knowledge of financial aid processes and associated Title IV regulations. • Knowledge of leadership principles and practices. • Ability to resolve conflict and performance manage team members as appropriate. • Ability to coach to improve development and skills. • Skill in verbal and written communication. • Ability to use and facilitate online communications. • Ability to problem-solve. • Ability to understand and interpret the needs of prospective students. • Ability to compute and comprehend rates, ratios, and percentages. • Ability to effectively present information and respond to questions from prospective students, University associates, licensing and accrediting agencies and the general public. • Ability to collaborate effectively with others. • Ability to build and motivate a team. • Highly organized and detailed oriented. • Must be able to consistently display the highest level of integrity. • Skill in business acumen and leadership agility. • Ability to travel to conferences. • Excellent customer service and communication skills. • Demonstrated ability with enrollment information systems and web-based recruitment. • Strong analytical and critical thinking skills. • Proficient with Microsoft Word and other applications in the Microsoft Office Suite. Location: Remote, USA Travel: Some Travel Required, as needed #LI-Remote Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family. For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here. National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals. National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. Original job Director Operations/ Student Success posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.