Director of Undergraduate Student Services, Saint Leo University

Under the general direction of the Associate Vice President of Undergraduate Admissions and Academic Advising, the Director of Undergraduate Student Services maintains overall responsibility for all activities related to Academic Advising and Academic Operations, Student Reentry Services, Faculty Services, Student Issue Resolution and Career/Alumni Services for Online Learning, (aka Center for Online Learning). The Undergraduate Student Services Director leads the initial enrollment/new student on boarding admissions process as well as continuing re-enrollment, reentry and retention initiatives, and manages continuing student communications from the point of new student orientation in its various channels as well as first term course registration through continuous student advising and career/alumni services.

1.Lead the training and management of our Academic Advising, Academic Operations (including Admissions and Reentry processing) and Student Services staff. Propose and implement best practices in student service and retention activities from both traditional and online environments into a cohesive philosophy and approach.

2.Ensure through consistent auditing and coaching methods an outstanding on boarding first term experience for new undergraduate online students.

3.Ensure, through consistent auditing and coaching methods, an outstanding student experience for existing, returning and graduating undergraduate online students.

4.Proactively facilitate a smooth new student on boarding transition between Enrollment Counselors and Academic Advisors by fostering a collaborative environment amongst all team members as well as creating cross-functional teams to address and remedy issues.

5.Develop the Assistant Director of Undergraduate Academic Operations, the Assistant Director of Undergraduate Academic Advising, the Assistant Director of Faculty Services, and the Undergraduate Student Services Manager in a manner which informs and inspires their leadership and coaching abilities, so that they will be consistent, effective leaders and mentors to their team members.

6.Work collaboratively with all departments to ensure that enrollment, retention, student satisfaction, and revenue objectives are achieved.

7.Guide prospective student communication plan from the point of the admissions operations process and new student orientation initiatives contact through academic operations procedures, graduation and beyond. Identify opportunity areas for process improvement.

8.Maintain good working relations with the Enrollment Counseling, Talent Acquisition/Development and Quality Assurance teams as they operate within their specific areas of responsibility and how they interact within areas of responsibility.

9.Actively support the commitment that consistent and compliant documentation must occur within all student database resources and monitor compliance of staff with all prevailing internal and external policies and regulations.

10.Create and maintain a plan for student outreach beginning with first term on boarding and student reentry services and follow through that maximizes student and alumni satisfaction and engagement.

11.Create and sustain a culture that consistently supports our institutional core values.

12.Assist in providing clear processes to ensure employees have a solid understanding of their roles and responsibilities.

13.Improve Standards of Procedure, (SOP) library maintenance and accessibility.

14.Ensure compliance with all Saint Leo policies and all federal, state and accreditation requirements.

1.Seven or more years of progressive experience in successful high-volume student contact center management within higher education setting

2.Experience managing a team of 75 or more employees

3.Superior oral and written communications skills

4.Strong, demonstrated understanding and track record of defining and communicating student contact center KPIs to ensure consistently high student service levels

5.Experience addressing the specific needs and requirements of a military student base

6.Ability to engage with a variety of constituents (prospective and current students, alumni, faculty, etc.) from many different cultural backgrounds

7.Superior organizational skills; ability to execute multiple objectives concurrently

8.Ability and willingness to work evenings and weekends. Periodic travel to the Saint Leo University Campus required. Minimal travel outside the Tampa region required

9.Proficiency with MS office and managing student databases required

10.Master’s degree from a regionally accredited institution required

Master’s degree from a regionally accredited institution required.

Seven or more years of progressive experience in higher education contact center management.

Experience managing a team of 75 or more employees.

Please attach this statement as “Values Statement”.