Associate Director, Voice & Feedback

Center for Institutional Effectiveness (CIE)

Exempt Regular 4.1

Location: Adelphi, MD

Summary:
The Associate Director, Voice & Feedback leads the University's stakeholder voice and feedback strategy, helping institutional leaders better understand the experiences and perspectives of students, faculty, and other key stakeholders. This role oversees enterprise feedback initiatives, including Voice of Student, Voice of Faculty, course evaluations, and other listening programs. The Associate Director translates stakeholder feedback into actionable insights that support decision making, continuous improvement, and institutional effectiveness. Working collaboratively across the University, this position advances a culture of stakeholder-informed planning and evidence-based action.

Duties and Responsibilities:
Voice & Feedback Strategy

• Lead the University's Voice of Student, Voice of Faculty, course evaluation, and other stakeholder feedback initiatives.

• Develop and advance an enterprise voice and feedback strategy that provides a coordinated understanding of stakeholder experiences across the University.

• Design and implement qualitative and quantitative approaches to gather stakeholder perspectives and inform institutional priorities.

• Partner with University leaders to integrate stakeholder voice into planning, decision making, and continuous improvement efforts. 

Insights & Decision Support

• Synthesize stakeholder feedback into actionable insights, recommendations, and executive-level communications.

• Identify trends, themes, and opportunities that improve stakeholder experiences and institutional effectiveness.

• Develop reports, dashboards, journey maps, and other tools that support evidence informed decision making.

• Translate stakeholder perspectives into meaningful actions that support organizational learning and improvement.

Program Development & Governance

• Advance institutional voice and feedback capabilities through the adoption of best practices, methodologies, and technologies.

• Establish governance, standards, and processes that promote consistency, quality, and effective use of stakeholder feedback.

• Collaborate with technology, analytics, and institutional partners to enhance feedback systems and reporting capabilities.

Collaboration & Leadership

• Build strong partnerships across academic, operational, and administrative functions to strengthen the use of stakeholder feedback.

• Represent the Center for Institutional Effectiveness on cross-functional initiatives and institutional projects.

• Foster a collaborative and inclusive culture that values stakeholder perspectives and continuous improvement.

Competencies:

• Strategic Thinking

• Stakeholder Engagement & Influence

• Analytical Thinking & Insight Generation

• Collaboration & Relationship Building

• Communication & Executive Presence

• Continuous Improvement

Skills:

• Qualitative and quantitative research methods

• Survey design and stakeholder feedback programs

• Data analysis, reporting, and dashboard development

• Executive presentations and storytelling with data

• Stakeholder consultation and facilitation

• Experience management and feedback technologies

Education & Experience Requirements:

Education: 

• Master's degree in Higher Education, Organizational Psychology, Social Sciences, Business, Public Administration, or a related field.

Experience: 

• Seven (7) years of progressively responsible experience in stakeholder voice, survey research, assessment, customer or employee experience, institutional research, or a related field. 

• Demonstrated experience designing and leading enterprise stakeholder voice and feedback initiatives. 

• Experience applying qualitative and quantitative research methodologies to inform organizational decision making. 

• Proven ability to synthesize complex information into executive-level recommendations and presentations. 

• Experience developing dashboards, reports, and visualizations that communicate actionable insights. 

• Knowledge of survey methodology, stakeholder engagement practices, and experience measurement approaches.

Preferred Experience Requirements:

Education: 

• Doctoral degree in Higher Education, Organizational Psychology, Social Sciences, Business, Public Administration, or a related discipline.

Experience: 

• Experience in higher education, particularly within adult learning or online education.

• Experience leading Voice of Student, Voice of Faculty, or enterprise stakeholder feedback programs.

• Familiarity with experience management and stakeholder feedback technologies.

• Knowledge of emerging technologies and innovative approaches related to stakeholder voice, organizational listening, and institutional improvement.

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Flexible Spending Accounts: Available for medical and dependent care expenses.

• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: