Student Success Manager

* Mentor a group of Student Success Advisors (Student Success Advisors, Senior Student Success Advisors, and Executive Student Success Advisors, and Transfer Success Advisors) with a focus on key performance indicators, and dedication to student retention.
* Develop and implement data-driven SSA retention initiatives
* Review SSA practices for areas of opportunity
* Monitor and adjust Student Success Advisor caseload
* Participate in the selection of new Student Success positions
* Assist with the training and development of new staff
* Access departmental policies and procedures for areas of opportunity
* Work collaboratively with other university departments to advance the department’s mission
* Attend/ lead assigned university meetings, working groups, and committees as a representative of the student success department
* Research best practices and develop benchmarks based on leading institutions
* Implement new and enhance current business strategies on a quarterly basis
* Collect and access student retention and persistence data
* Enhance professional development through personal studies and participation in professional organizations and training
* Monitor student participation and progress to identify at-risk students for outreach
* Respond to student emergencies and escalated student issues
* Investigate and report on student data as requested
* Work with Student Financial Services, Operations, and Admissions teams to resolve barriers to enrollment and persistence
* Proactive in identifying potential barriers with continuing students and initiating steps resulting in resolution.
* Communicate regularly with supervisor on feedback regarding any issues within the team relating to (but not confined to) workflows, work volumes, operational issues/matters, IT issues/matters, training requirements, enhancement requests, etc.
* KPIs: TSE, Re-entry, Attrition
* Occasionally the SSM may need to take on and advise a student caseload. Typically, this caseload will consist solely of employee students.
* SSMs will regularly provide advising and mentorship to students whose needs have escalated to the manager level.
* Communicate regularly with supervisor on feedback regarding any issues within the team relating to (but not confined to) workflows, work volumes, operational issues/matters, IT issues/matters, training requirements, enhancement requests, etc.
* Maintains ongoing communication with students, focusing most heavily on students identified as being at risk
* Reviews, documents, and monitors student information (including academic performance and attendance) on an ongoing basis to resolve issues and facilitate student success; reports any data integrity issues found
* Collaborates with students and other departments teams to remove barriers to student persistence and success
* Monitor personal Key Performance Indicators and retention rate with a focus on continuous improvement
* Assists in the support of new students through the onboarding process: conducting welcome calls, providing student training through Walk-to-Class sessions, and addressing impromptu new student questions and concerns
* Assists students in making informed decisions by providing ethical, timely, accurate, and comprehensive program information and student resources.
* Monitors student participation and progress through the program to ensure that students are in alignment with University policies.
* Uses critical thinking and problem-solving skills to address and resolve student issues and ensure positive student experiences. Addresses potential and/or current student concerns and seeks appropriate resolution to problems.
* Assists the student by performing appropriate follow-up and coordination with team members. This includes working with employees in a team environment and providing accurate student information and assistance to other team members in and/or outside of their functional area.
* Communicates effectively with potential and/or current students via telephone, email, video calls, and/or in person.
* Ensures students are in compliance with academic policies and procedures
* Counsels students regarding policies and procedures,…