Assistant Director, Undergraduate Advising and Student Success
Apply now Job no: 513716
Position type: Staff Full Time
Campus: UMass Lowell
Department: Grad & Professional Studies
Salary: Salary Negotiable based on experience -anticipate starting at $80,000
Applications Open: Apr 14 2022 Applications Close:
General Summary of Position:
The Assistant Director - Undergraduate Advising and Student Success is responsible for modeling and nurturing a proactive culture focused on an outstanding student experience; the supervision and mentoring of professional academic advising staff and case management and advising support to a caseload of students from enrollment to graduation. This position requires an advanced, developmental, analytical, and proactive problem solving approach to academic advising and overall student success for an online, adult, non-traditional student population. Candidate should have high comfort level with technology, and the ability to quickly learn new systems.
Essential Job Duties:
Student Success Team Leader:
Cultivate and support the vision for the student success unit
Create a culture and an environment where people are inspired by and invested in the success of our students
Demonstrate an openness and enthusiasm for implementing new ideas and methods
Train and coach staff on advising methods and best practices for student engagement, case management and retention
Monitor enrollment and retention campaigns using Salesforce including tracking and monitoring student progress, and using data and technology to quickly respond to student needs and inquiries
Work with Asst. Dean to expand early alert systems for high risk students
Retrieve and prepare data for analysis on key metrics including retention, graduation rates, time to graduation, student experience, etc.
Work with Asst. Dean to develop an annual and semester based communication plan
Assist with planning and implementation of initiatives to help build a stronger sense of community and promote healthy, productive relationships among students, faculty, staff, and alumni.
Assist with the development and execution of a student communication strategy, including web-based communication materials, and effective on-boarding materials
Collaborate on and oversee monthly enrollment and retention programming, webinars and group advising sessions
Communicate policy changes, new procedures and initiatives to advising team effectively and consistently
Create and maintain various informational materials, handbooks, guides, and other advising resources for faculty, staff, and students.
Build effective partnerships with co-workers throughout the University by sharing appropriate information and helping when needed.
Ensuring optimum service to all internal and external partners in response to all requests for service and information.
Maintaining an environment that is welcoming to persons of all backgrounds, nationalities, and roles.
Managing of Academic Advising Team:
Conduct routine 1-on-1 meetings with direct reports for coaching, student case reviews and mentoring
Ensure that advising staff are meeting established Service Level Agreements for response times and customer service
Review advisor progress towards meeting enrollment and retention goals and develop strategies for success
Monitor daily reports to effectively drive team performance and determine training needs
Review recorded phone calls for quality assurance and training purposes
Create quality assurance checkpoints to ensure delivery of an outstanding student experience
Quickly and effectively pivot to meet business needs
Positively influence the behavior and mindset of others
Deliver open, honest, direct and respectful communication
Ensure compliance to University policies and practices
identify and execute opportunities to provide professional development to academic advising team
Monitor and ensure the updating of student advisor assignments in SiS
Conduct annual performance reviews per University guidelines
Advising for Special Student Populations:
Manage, advise and provide added outreach for students on academic warning, probation, and at-risk students plus other subcategories of students as they emerge, requiring multiple contacts throughout the semester
Maintain and update student online advising records using Salesforce.
Comprehensive advising including evaluating student needs and assisting them in developing appropriate educational plans that include individualized graduation plans and revisions as necessary.
Based on individual student needs, implement interventions to assist students in identifying, evaluating, and developing targeted action plans for dealing with academic challenges.
Collaborate on student retention initiatives, develop and deliver academic success skills workshops, and organize and lead student support groups related to retention and academic success.
Monitor early warning grades, degree benchmark completion, and general student progress as well as participation in advising and tutoring services
Collaborate with Admissions, The Solution Center, Registrar, financial aid and other campus offices to resolve barriers to success and ensure students receive timely information, support and guidance.
Refer students to appropriate resources for assistance in overcoming learning obstacles, scholarships, and other essential support services.
Minimum Qualifications (Required):
Education:
Experience:
Minimum of 5 years of experience in higher education academic advising or student services, preferably with online and adult learner populations
Minimum 2 years of experience leading and supervising academic, career or other related student support teams
Demonstrated experience with building student success teams and change management. Experience managing a team towards the achievement of specific goals and metrics
Experience with Peoplesoft or other Student Information System.
Experience using Salesforce or other CRM system
Experience with call-center telephony system – Five 9 preferred
Technical Skills:
Microsoft Office, Salesforce or other CRM Peoplesoft or other academic student information system
Experience using a call-center phone system, preferably Five9
Must have the ability to work well under pressure and set priorities
Outstanding interpersonal and customer service skills
Excellent writing and presentation skills
Demonstrated ability to perform in a fast-paced, high volume environment
Additional Consideration:
Outstanding interpersonal and customer service skills.
Experience with change management
Excellent writing ability
Must have the ability to work well under pressure and set priorities.
Demonstrated ability to perform in a fast-paced, high volume environment.
Special Instructions to Applicants:
Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.
This is a SEIU 888 Professional Union position, Grade P19.
Travel between Lowell and Haverhill campuses is required. One evening shift per week 11:30 to 8:00 is required.
Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications are received.
Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.
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