Manager of GPS Undergraduate Advising and Student Success

Apply now Job no: 510121
Work type: Staff Full Time
Campus: UMass Lowell
Department: Grad & Professional Studies
Pay Grade: P19
Categories: Other Staff Positions, Admissions/Enrollment/Student Recruitment, Academic Advising & Learning Resources

General Summary of Position:

Under the direction of the Assistant Dean of Undergraduate Admissions & Academic Advising, the Manager of GPS Undergraduate Advising and Student Success is responsible for: modeling and nurturing a proactive culture focused on an outstanding student experience; the supervision and mentoring of professionals Academic Advising staff, plus case management and advising support to a caseload of students from enrollment to graduation. This position requires an advanced, developmental, analytical, and proactive problem solving approach to academic advising and overall student success for an online, adult, non-traditional student population. Requires work at both Lowell and Haverhill campuses. Candidate should have high comfort level with technology, and the ability to quickly learn new systems.

Essential Job Duties:

Student Success Team Leader: 

  • Cultivate and support the vision for the advising and student success unit
  • Nurture and maintain a culture and an environment where people are inspired by and invested in the success of our students
  • Demonstrate an openness and enthusiasm for implementing new ideas and methods
  • Introduce and efficiently implement process improvements with attention to change management best practices
  • Train and coach staff on advising methods and best practices for student engagement, case management and retention
  • Monitor enrollment and retention campaigns using Salesforce including tracking and monitoring student progress, and using data and technology to quickly respond to student needs and inquiries
  • Work with Asst. Dean to expand early alert systems for high risk students
  • Retrieve and prepare data for analysis on key metrics including retention, graduation rates, time to graduation, student experience, etc.
  • Work with Asst. Dean to develop an annual and semester based communication plan
  • Assist with planning and implementation of initiatives to help build a stronger sense of community and promote healthy, productive relationships among students, faculty, staff, and alumni.
  • Assist with the development and execution of a student communication strategy, including web-based communication materials, and effective on-boarding materials
  • Collaborate on and oversee monthly enrollment and retention programming, webinars and group advising sessions
  • Communicate policy changes, new procedures and initiatives to advising team effectively and consistently
  • Create and maintain various informational materials, handbooks, guides, and other advising resources for faculty, staff, and students.
  • Build effective partnerships with co-workers throughout the University by sharing appropriate information and helping when needed.
  • Ensuring optimum service to all internal and external partners in response to all requests for service and information.
  • Maintaining an environment that is welcoming to persons of all backgrounds, nationalities, and roles.

Managing of Academic Advising Team:

  • Conduct routine 1-on-1 meetings with direct reports for coaching, student case reviews and mentoring
  • Lead by example and model outstanding customer service best practices
  • Ensure that advising staff are meeting established Service Level Agreements for response times and customer service
  • Review advisor progress towards meeting enrollment and retention goals and develop strategies for success
  • Monitor daily reports to effectively drive team performance and determine training needs
  • Review recorded phone calls for quality assurance and training purposes
  • Create quality assurance checkpoints to ensure delivery of an outstanding student experience
  • Quickly and effectively pivot to meet business needs
  • Positively influence the behavior and mindset of others
  • Deliver open, honest, direct and respectful communication
  • Ensure compliance to University policies and practices
  • Identify and execute opportunities to provide professional development to academic advising team
  • Monitor and ensure the updating of student advisor assignments in SiS
  • Conduct annual performance reviews per University guidelines

Advising for Special Student Populations:

  • Develop and implement a specialized outreach and communication plan for at-risk students
  • Manage, advise and provide personalized outreach for students on academic warning, probation, and at-risk students plus other subcategories of students as they emerge, requiring multiple contacts throughout the semester
  • Maintain and update student online advising records using Salesforce.
  • Comprehensive advising including evaluating student needs and assisting them in developing appropriate educational plans that include individualized graduation plans and revisions as necessary.
  • Based on individual student needs, implement interventions to assist students in identifying, evaluating, and developing targeted action plans for dealing with academic challenges.
  • Collaborate on student retention initiatives, develop and deliver academic success skills workshops, and organize and lead student support groups related to retention and academic success.
  • Monitor early warning grades, degree benchmark completion, and general student progress as well as participation in advising and tutoring services
  • Collaborate with Admissions, The Solution Center, Registrar, financial aid and other campus offices to resolve barriers to success and ensure students receive timely information, support and guidance.
  • Refer students to appropriate resources for assistance in overcoming learning obstacles, scholarships, and other essential support services.

Minimum Qualifications (Required):

Education:

  • A Master’s degree in higher education advising or counseling discipline or relevant area

Experience:

  • Minimum of 2 years of experience leading and supervising academic, career or other related student support teams in an online higher education setting  - Including demonstrated experience with building student success teams and change management
  • Experience managing a team towards the achievement of specific goals and metrics    

and

  • 5 years of experience in online higher education academic advising for online and adult non-traditional student populations or other related role

OR

Education:

  • A Bachelor's degree and minimum of 5 years of experience leading and supervising academic, career or other related student support teams preferably in an online higher education setting - Including demonstrated experience with building student success teams and change management
  • Experience managing a team towards the achievement of specific goals and metrics

and   

  • 5 years of experience in online higher education academic advising for online and adult non-traditional student populations or other related role

Technical Skills:

  • Microsoft Office, Salesforce or other CRM Peoplesoft or other academic student information system
  • Experience using a call-center phone system, preferably Five9
  • Must have the ability to work well under pressure and set priorities
  • Outstanding interpersonal and customer service skills
  • Excellent writing and presentation skills
  • Demonstrated ability to perform in a fast-paced, high volume environment

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. 

This is a SEIU 888 Professional Union position, Grade P19. 

Travel between Lowell and Haverhill campuses is required.  One evening shift per week 11:30 to 8:00 is required.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications are received.  

Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

Advertised: Eastern Daylight Time
Applications close:

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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.