Student Support Concierge Manager

Role Overview

• Provides leadership, supervision, coaching, and performance management for Student Support Concierge team members.
• Recruits, trains, mentors, and evaluates Student Support Concierge staff, including onboarding new employees and supporting ongoing professional development.
• Coordinates staff assignments, caseloads, work schedules, and service coverage to ensure timely and consistent student support.
• Develops, implements, and continuously evaluates standard operating procedures, workflows, and service standards to improve operational effectiveness.
• Serves as the primary liaison between the Student Support Concierge team and the Director of Online Education by communicating operational updates, escalating complex student concerns, and reporting performance metrics.
• Facilitates regular staff meetings, training sessions, and collaborative planning activities.
• Provides direct support to online students by assisting with course registration, academic planning, and navigation of University processes.
• Advises students regarding course selection, degree progress, and available academic support resources within the scope of University policies.
• Coordinates referrals to appropriate University offices, including the Registrar, Financial Aid, Academic Affairs, Student Affairs, and other student support services.
• Monitors student academic progress and proactively identifies students who may benefit from additional outreach or intervention.
• Maintains regular communication with assigned students to support persistence, retention, and successful degree completion.
• Ensures accurate and timely documentation of student interactions using University-approved systems.
• Monitors team compliance with applicable federal and state laws, University policies, and student privacy requirements, including FERPA.
• Collects, analyzes, and reports operational data related to student engagement, retention, service delivery, and team performance.
• Collaborates with University departments to improve student services, streamline processes, and enhance the online student experience.
• Maintains effective working relationships with faculty, staff, students, and external partners.
• Performs other duties as assigned.

Requirements

• Master's degree from an accredited institution is required.
• Minimum of two (2) years of progressively responsible experience in student services, academic advising, online education, higher education administration, or a related field is required.
• Supervisory or team leadership experience is preferred.
• Experience supporting online students in a higher education environment is preferred.
• Experience using Banner or similar student information systems and customer relationship management software is preferred.
• Demonstrated ability to effectively communicate with students using telephone, email, video conferencing, and other virtual communication technologies.

Benefits

• Remote work
• Professional development