Manager, Integrated Student Services

Position: Manager, Integrated Student Services and Experience
Job Title

Manager, Integrated Student Services and Experience

Job Type: Replacement Term

Union:
Union

Management:
Management

Position Classification: MLV4 Management

Salary Grade: FT or PT

Position Duration:
Full-time

Employment Type:

Hybrid Work. This position is eligible

Position End Date (if applicable): 12/31/2027

Location:

MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)

About This Position
Mount Royal University is launching Student Central, a team focused on delivering integrated student service within a newly renovated space. The Manager, Integrated Student Services and Experience, will play a critical leadership role in operationalizing the new service delivery, including management of the service desk staff. The Manager also oversees the development, administration, and management of student experience initiatives and programs: first-year transition programming, including peer mentorship and student leadership curriculum coordination.

The incumbent must have strong leadership and project management skills, be familiar with the intricacies of the student life cycle and have extensive knowledge of the post-secondary environment. The Manager reports to the Director, Integrated Services and Student Commons, and must have extensive knowledge of student services within a post-secondary setting, with a demonstrated ability to translate vision into operational practice.

The demands of this role require the incumbent to work in a complex environment with shifting priorities and to manage and effectively liaise with multiple stakeholders across campus. This position is highly student-focused, and the success and satisfaction of students and the student experience are paramount, including ensuring a cohesive, student-centered approach across both individualized service and larger-scale programming initiatives.

Responsibilities
Strategic Leadership and Management

Support the development, launch and ongoing refinement of the integrated service delivery model within the Student Central team, including service standards and referral practices.

Lead the operationalization of new workflows to ensure consistency, responsiveness and service continuity for students.

Collaborate with teams to ensure the programs and services are being offered in an intentional, strategic manner.

Closely monitor student success and progression, and adjust programming and service delivery practices to address gaps and changes in students’ needs.

Maintain connections with professional networks and associations to monitor trends and best practices.

Human and Fiscal Resource Management

Responsible for all staff within the Student Central and Student Experience teams.

Staff recruitment, training and development, staff performance and evaluation and oversee overall organizational structure.

Skillfully manage people and provide staff with a productive working environment.

Demonstrate fiscal acuity in the management of the budget of the unit.

Reinforce service expectations and operational standards.

Assessment, Marketing and Communication

Assess and ensure that all programming has articulated learning outcomes that are being assessed and reported on.

Monitor student-facing service delivery to ensure alignment with service outcomes.

Monitor the assessment and adjust programming as necessary to meet programs’ objectives and outcomes.

Communicate to stakeholders the results of assessments, which is critical for buy-in and institutional support.

Ensure students receive timely and accurate messaging.

Keep administration, faculty and staff aware of the impact of first-year transition programming and work closely with campus interest-holders to champion Student Central.

Leadership and Participation in Retention Initiatives

Participate on several institution-wide standing and ad-hoc committees to oversee the development and implementation of retention initiatives.

Develop interventions and support for at-risk students, early engagement initiatives to support student transition across the campus advising community.

Contribute to divisional initiatives related to launch, operations, and continuous improvement of Student Central and Student Experience.

Qualifications

Bachelor…