Student Manager

Updated: about 2 months ago
Location: Salt Lake City, UTAH

 POSITION DESCRIPTION

The Student Manager (SM) will work in support of the College’s enrolled student progression and sit to start efforts.  The SM will ensure student success and retention for online students through excellent team leadership and successful coaching practices for Admissions Representatives (AR).  The SM must manage effectively through coaching staff, monitoring enrolled students, and phone call observations.  Handles department escalation processfrom the team on student concerns.

The SM will use the process and procedures in place to assist in helping close the gap of start rates and help improve the overall education experience, communication and student satisfaction with the College. This dynamic individual will be a problem solver responsible for the student experience that results in a quality education with a high level of student satisfaction.

The SM position owns the stitch-in process for our online students.  Stitch-in is the documented process of steps that an AR must follow post-enrollment so a student is prepared to start school on their given start date. This is a fast-paced position with an expectation for high results.

The SM will report directly to the Director of Admissions (DOA).

DUTIES AND RESPONSIBILITIES

  • Manage and own the online student stitch-in process and outcomes by heading up the campus lock-in meetings.  Works with all ARs to ensure their student is progressing in the Financial Aid process, completing Online Orientation, ensuring receipt of Proof of Graduation, and preparing the enrolled student to start. ARs will be expected to bring their enrollment binder to the meeting and be prepared to discuss the last date of contact, any remaining documents (POG, FA, etc), as well as Online Orientation completion.
  • Meets daily/weekly with the DOA to discuss AR training opportunities discovered through stitch-in meetings.  Opportunities include overcoming obstacles, active listening, and setting student expectations.  The DOA will then work directly with the Director of Training and Development as needed to correct any issues. 
  • Work with online ARs to identify barriers and create plans for the newly enrolled student to ensure a successful start.  Train ARs on assisting students who have requested to cancel.  Monitor student progress daily via CNS to determine next steps for both the student and the AR.
  • Manage the successful onboarding of new students into the Charter College educational environment during drop/add period, often requiring collaboration with online New Student Advisors, Student Services Manager, and Campus leadership.
  • Ensure 70% enroll to start rate.
  • Work with a cohort of students by working with the ARs to assist the student in moving forward in the start process.  SM also works with the Admissions Assistant Technician position to ensure students complete Online Orientation within the timeframe given.  AAT will communicate any student concerns to SM as well.
  • Identifying and resolving retention issues by communicating with Student Services Manager to gain more insight into student issues that impact students’ success in the course.

JOB QUALIFICATIONS AND SKILLS

  • 2-5 years’ experience in a related field required.
  • Must have an excellent work ethic and attention to detail.  Must demonstrate customer service ability and strong work history.
  • Encompass and display creative problem solving capabilities.
  • Ability:
    • Ability to work with all types of people, to assume facilitator and problem solver role
    • Ability to multi-task and change project priorities
    • Flexibility and the ability to complete assigned project(s)
    • Ability to work independently
    • Ability to communicate professionally and effectively, both orally and in writing, required.
    • Ability to self-start and self-monitor work projects
    • Ability to balance urgency of assignments and timelines
    • Ability to create relationships and trust via telephone, video, and electronic communications
    • Ability to drive results and meet team/department goals.
  • Team player with positive outlook on making an impact on the lives of others.
  • Perform other duties as assigned.

COMPENSATION

  • Salary-Exempt Position
  • Located in Salt Lake City
  • $55,000.00-$60,000.00
  • Compensation dependent upon experience, knowledge and education level

We are committed to Diversity.  Charter College is an EOE employer


View or Apply

Similar Positions