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University of Michigan · 2 weeks ago

Student Services Program Manager

Ann Arbor, MI

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $90K/yr

5+ years exp

The University of Michigan's Center for Academic Innovation is seeking a qualified Student Services Program Manager to enhance service capabilities for online and hybrid learners. The role involves collaborating with academic units to develop support systems and policies for learners engaged in various learning experiences.

E-LearningEducationHigher EducationUniversities

Growth Opportunities

No H1B

Responsibilities

Work with centralized university resources to identify services available to online and hybrid students, ensuring institutional processes related to student success are well designed and inclusive of students engaged in online and hybrid options

Develop resources outlining available campus-wide resources and services for online and hybrid students, sharing resources with academic unit liaisons for distribution among learners

Consult with academic unit student services staff to assess needs of students in online and hybrid programs across the University to inform development of central infrastructure and processes for services

Assess student perceptions of access to support resources across the University, establishing recommendations regarding how access can be strengthened

Participate in conversations and communities on campus around the provision of student services, exploring how services and support offered contribute to the vision for online learning at U-M

Advise academic units regarding practices for establishing high-quality student service models to support online learners

Coordinate with academic units to assess and identify needs related to their online students, and identify solutions to meet those needs

Collaborate with unit representatives to develop onboarding materials and resources that support students- matriculation into a program

Work with academic units to establish a student service operation plan for online or hybrid programs in collaboration with the CAI program managers

Develop guidelines for evaluating the effectiveness of current models for online and hybrid student support services, providing recommendations to improve the processes

Consult on development of student-related policies for online and hybrid portfolios and programs

Consult with CAI colleagues, including learning experience design, marketing, and platform team, to improve learner pathways and support structures

Recommend continuous improvement areas for learners- experience in accessing support via Michigan Online

Collaborate with team members to establish thoughtful strategies and resources to promote learner progression and engagement in pathways between non-credit and for-credit programs

Collaborate with internal and external technology partners to scope technology product improvements that support the needs of students, academic units, and administrative partners

Inform development and implementation of learner-centered policies, resources, and processes

Analyze, with the Product Research team, learner feedback, engagement data and service metrics to identify trends, enhance service operations, and recommend improvements to Michigan Online's learner experience

Qualification

Student support developmentPartnership managementOperational process developmentRegulationsTechnology trends knowledgeAcademic coachingCross-campus collaborationResearch university experience

Required

Bachelor's degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience

Experience working with student support staff to develop services to support students in online and hybrid programs

Knowledge of regulations related to student access and academic success (e.g. accessibility, FERPA)

Experience working with individuals and groups at all levels within the University and ability to manage partnerships

Experience working with cross campus partners to develop operational processes

Knowledge of trends in technology, innovation, and higher education

Align technology solutions with student support needs, current educational and technological trends, and campus-wide goal/priorities and infrastructure

Experience in a research focused university setting

Benefits

Great compensation package

Company

University of Michigan

Glassdoor4.3

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving, and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.

Founded in 1817

Ann Arbor, Michigan, USA

10001+ employees