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Student Success Manager, Online Programs

Posting Details

Posting Information

Position Title Student Success Manager, Online Programs
Department Corporate & Professional Education (2100)
Position Status Administrative Exempt Positions
Basic Function

The Student Success Manager is responsible for providing support to online students throughout their program. This position works with our online students from the beginning and throughout their program to guide them through admissions, establishing their plan of study, course selection and registration, serving as a liaison for the campus at-large and finally assisting them in preparing for graduation. Additionally, the Student Success Manager is responsible for proactively identifying areas for process improvement to increase student success and retention and working with the Account Team to develop short and long-term strategic plans for online student service and growth.

Posting Date 09/08/2017
Closing Date
Open Until Filled Yes
Special Instructions to Applicants
EEO Information

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are seeking individuals with diverse backgrounds and experiences who will contribute to a culture of creativity and collaboration, inclusion, problem solving and change making.

Criminal Background check statement

A pre-employment criminal records check is required.

Principal Duties and Responsibilities

Principal Duty and Responsibility

• Act as primary contact for online students enrolled in assigned programs. Provide operational support of program activities including registration reminders, assistance with plan of study creation, assistance with navigating campus resources and assistance with preparing for graduation
• Proactively reach out to active students each semester to check in and ensure they are on track to meet their educational goals
• Answer inbound questions from all students relating to online courses
• Responsible for student satisfaction and achieving targeted satisfaction scores, as well as student retention through your service and support
• Assist in the development of, and recommend improvements to, all processes, policies, and procedures for online operations, including but not limited to, the transition from sales to student success team, as well as processes to drive improved student satisfaction, retention and success
• Oversee the timely and accurate recording of academic data within the current university management and academic system (Banner) and CPE CRM system (Salesforce)
• Obtain, document, and interpret feedback from our students and make recommendations for specific actions to improve student satisfaction in content and delivery
• Responsible for the efficient utilization of all existing campus support services, and for developing and maintaining open and clear communication, as required, with all campus program directors in support of students
• Organize and manage student related communications, events, and functions
• Assist in the formulation and tracking of the operations budget
• Supervise CPE student employee(s) for the operations team, excluding production student employee
• Assist in interviewing, hiring and training of new Student Success Coordinator(s) and/or operations team members
• Supervise CPE administrative support staff as required
• Special projects and other duties as assigned

Position Requirements

Requirement

• Bachelor’s degree required, plus at least five years of progressively responsible administrative experience in customer relations, marketing, sales, customer service, or related field
• Demonstrated project management leadership experience on cross-functional project teams. Project management or process improvement certificate/coursework preferred.
• Excellent organizational and interpersonal skills
• Administrative experience at a college or university desired
• Demonstrated capability with Microsoft Office suite and CRM software a must. Experience with Salesforce a plus.
• Proven ability to work effectively at multiple levels within the business and academic community
• Ability to work autonomously and handle multiple tasks simultaneously
• Must be able to work independently and as part of a team
• Ability to work in a rapidly changing environment

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. List of References