Director, Student Success

Director, Student Success Coaching

Office of Student Affairs Success Coaching

Stateside, Regular, Fulltime, Exempt, Pay Grade 3.2

Location: Adelphi, Maryland (Hybrid 2-3 days)

The Director of Student Success Coaching within the Office of Student Affairs Success Coaching reports to the Associate Vice President of Student Success Coaching and is responsible for leading teams of Success Coaches. The Success Coach empowers students on their UMGC journey by listening, guiding, motivating, and celebrating the student’s success from the point of enrollment through graduation. Intentionally targeting outreach allows the Success Coach to co-create with the student an academic plan, provide the right resources at the right time, connect them to the University community, and motivate them to achieve their goals. Success Coaches will provide concierge-level support to an assigned population of students through multi-channel student engagement, including inbound and outbound calls, texts, virtual advising appointments, and emails to students to ensure they are on a path to successfully matriculate to their desired credential. The Director of Student Success Coaching will partner with various departments to support UMGC in meeting or exceeding retention and returning student growth goals.  Other areas of responsibility include training, quality assurance, performance management, workforce management, and business process design and implementation.   

SPECIFIC RESPONSIBILITIES INCLUDE:

• Manage the Office of Student Success Coaching by providing guidance, coaching, and feedback to Assistant/Associate Directors and Success Coaches in their day-to-day activities

• Develop the team to provide best-in-class service using a consultative approach

• Ensure conversations and written communication are compliant and provide coaching and feedback by conducting observations to improve all student interactions

• Conduct documented bi-weekly performance coaching sessions with each direct report

• Develop and facilitate training for the team to support special project initiatives and pilot projects to improve operational efficiencies and overall enrollment growth

• Develop and facilitate leadership training and development for new and current enrollment managers

• Develop, communicate, and execute operational strategies to set and achieve team and unit goals on a daily, weekly, and monthly basis to ensure new and returning student growth targets are met

• Provide coaching and feedback to new and current Assistant/Associate Directors to develop key talent within the Office of Student Success to facilitate succession planning for mission-critical leadership roles

• Review, leverage, and interpret data to meet established standards in service levels, staff productivity, and quality assurance

• Establish and maintain relationships with internal stakeholders within the department as well as those outside the department to achieve project, business, performance, and enrollment growth outcomes

• Communicate strategies, pilot programs, departmental updates, and policy or procedure changes to department staff and ensure they are properly executed

• Manage and execute student outreach and campaign efforts to achieve student growth and retention targets for both undergraduate and graduate students

• Create and foster a team environment where staff members are encouraged to develop and grow by being given opportunities for training, event coordination, project management, data analysis, or other areas of expertise

• Provide content knowledge, staffing, training, and resources for special projects and pilot recruitment initiatives geared toward enhancing business outcomes and the student experience

• Partner with the Office of Student Affairs leadership team to develop and execute change management and process redesign initiatives that will lead to operational efficiencies

• Plan, lead, and provide guidance on human resource activities, such as hiring, performance evaluations, disciplinary actions, and other staff-related concerns. This includes conducting performance evaluations for direct reports

• Perform other job-related duties, as assigned

DUTY STATEMENTS:

• Employees who live within 50 miles of UMGC are required to work at the university commencement

• Employees are required to work some evening and weekend hours

• Employees may be required to work certain holiday hours based on the business’s needs

REQUIREMENTS FOR 100% REMOTE ROLE:

• Equipment shall be provided to the successful hire.

• UM