Associate Director, Student Experience

Position Summary

Reporting to the Executive Director of Online Program Operations, this position will provide management and leadership for case management and student outreach initiatives for students enrolled in Steinhardt's online programs. Student Experience supports students by connecting them to resources, developing action plans to meet their goals, and by helping them navigate complex and challenging situations from admissions through graduation. The Student Experience team offers outreach and guidance to prospective students throughout the admissions process and, once enrolled, creates an inclusive and welcoming environment for students to develop skills in self-awareness, self-advocacy, resilience, and navigation, to maximize their NYU experience and thrive in a complex learning environment. Working in close collaboration with colleagues across the Offices of Graduate Admissions and Student Affairs, this position will work with the Director of Graduate Admissions, Assistant Dean of Advising and the Senior Director of Advising and Student Success to lead the Student Experience team. Specifically, this position will be tasked with leading the team’s day-to-day operations, including proactive outreach campaigns and 1:1 case management in order to ensure that all students are assisted, supported, and have an advocate when experiencing a broad range of issues, concerns, or challenges. This position will be the direct supervisor of a team of full-time Student Experience Administrators and will be the point person to supervise the daily work of this team and support their professional development and growth. As such, the person in this role will be required to employ the best practices of inclusive leadership and high-performing teams. The Assistant Director will also work in tandem with the Offices of Graduation Admissions and Academic Affairs to advise and assist with the development, execution, and evaluation of strategic processes and initiatives designed to maximize enrollment yield and foster student success and retention, while fully supporting the mission, vision, and values of New York University.

Qualifications

Required Education:Bachelor's Degree Preferred Education:Master's Degree preferably in counseling, social work, higher education or related fields Required Experience:5+ years full-time/professional staff management experience, including at least one year of full-time experience in case management or student support services in an education setting, or an equivalent combination of education and experience Required Skills, Knowledge and Abilities:Broad understanding of case management in the higher education setting, and within a large decentralized institution specifically, as well as an understanding of how to develop campaigns and partnerships that influence student behavior and overall success. Understanding of the current research, including promising practices in student success and retention, student transition and development, and community and belonging, in order to effectively make an impact on key goals and outcomes. Knowledge of federal regulations regarding FERPA, HIPAA, and the privacy of student records/information. Excellent written, oral and interpersonal communication skills with faculty, students and administrators across the entire University community, including students and their families, faculty, advisors, and other administrators. Strong skills in the areas of conflict resolution, problem solving, and ability to analyze complex situations. Excellent interpersonal communication skills and proven ability to develop collaborative relationships among various constituents. Solution-focused approach to addressing a myriad of student concerns and care responses. Demonstrated commitment to diversity, belonging, and inclusion, as well as the ability to work with a wide range of constituencies (staff, students, faculty, parents, and administrators) with diplomacy and tact. Experience providing consultation to university faculty, staff, students and administration. Excellent judgment and experience managing confidential and sensitive information Proven ability in assisting people in unbiased reflection on behavior, decision-making, and community membership. Collaborative spirit of warmth, acceptance, respect and team-oriented approach to problem solving. A demonstrated ability to excel in a diverse environment, a strong customer service background and a student-centered mindset. Preferred Skills, Knowledge and Abilities:Student issues supported by the Student Experience team can be complex and challenging, therefore, experience supporting diverse student populations facing complex academic, personal, social and financial issues is strongly preferred. Experience developing KPIs and other success indicators and assessing impact. Experience managing a team. Working knowledge and/or experience with PeopleSoft and/or EAB/Starfis