Office of Student Success

Exempt, Regular, Full-time

University of Maryland Global Campus (UMGC) is seeking an Associate Vice President (AVP) Student Resolution Services. Reporting to the Vice President of Student Success our new AVP will bring an enthusiastic customer service-oriented mindset that inspires teams to delight our students at every resolution touchpoint. With bias for action, this AVP will also be a talented, analytical, student/customer service problem solver who is excited about training and developing  their team members to be so as well. They will empower their team members to resolve and remove barriers to student success at the most immediate level.

Our new AVP will listen, lead, and show empathy in ways that drive learner satisfaction and help ensure student persistence and retention no matter the outcome. They will implement strategies that respond quickly to student concerns, swiftly discern which issues should be escalated, and leave students feeling heard. This AVP's passion for delivering extraordinarily positive student resolution services must be contagious.

While aligning with the UMGC strategic plan, vision, mission, and core values, the areas of oversight for this role include dispute resolution, academic integrity and accountability, and student conduct. These teams also partner with student experience, employee communications, knowledge management, academic support, and community standards, among others across the university.

Relocation to the Maryland/Washington, D.C./Northern Virginia metro area is required. Upon relocation, hybrid onsite primarily 2-3 days per week.

Additional accountabilities include the following:

• Builds tracking ecosystems to easily research, identify, and analyze points of student contact throughout the student resolution process improving the ability to quickly address concerns
• Creates clear processes and procedures for escalations in a way that helps identify systemic issues and supports continuous improvement so that similar future escalations are mitigated
• Trains team members to engage students with empathy and active listening practices
• Leverages and analyzes learner insights, feedback, and related technologies in the continuous improvement of an industry-leading student resolution experience
• Provides strategic and operational leadership that establishes and ensures the achievement of KPIs and SLAs
• Conducts performance reviews of team members and uses their feedback and data to inform improvements in the team member experience and student resolution practices, processes, and outcomes 
• Serves as a student resolution SME on university strategic initiatives across the enterprise
• Interprets and administers the Student Code of Conduct and recommends policies and procedures to ensure that students are treated respectfully and equitably
• Acts as an advocate for student concerns and issues and as an agent in promoting positive organizational change
• Provides leadership to the behavioral intervention teams (REACT) that address student emotional well-being
• Collaborates with change managers to develop and deliver communication strategies for promoting, enhancing, and sustaining academic integrity for the UMGC community to support a culture of integrity and a coordinated response to incidents of academic misconduct
• Collaborates to understand the strategic direction for academic integrity and define the resulting near-and long-term academic integrity priorities, in alignment with the academic integrity roadmap and our Philosophy of Academic Integrity
• Ensures the team follows documented processes and complies with all state, federal, and university policies, and applicable regulations
• Serves as a champion of the university's DEI initiatives and continuously reviews departmental practices for opportunities to eliminate barriers and strengthen persistence among any at risk learners
• Performs other job-related duties as assigned

Required education & experience: A demonstrated ability to get things done. An earned Bachelor's degree from an accredited institution of higher learning and at least seven (7) years of successful experience delighting students through leading student centric, KPI-driven teams in a higher education workplace; expertise in student resolution, including student conduct; in-depth knowledge of and experience training teams in problem solving, world class customer service strategies, and related technologies; ability to build relationships with key stakeholders across the organization; exemplary verbal and written communication skills including the ability to present key messages to a wide variety of audiences; skilled at utilizing qualitative and quantitative data to support decision-making; strong MS Office (Word, Outlook, Excel), SMS, LMS, and CRM; as well as the successful experience leading, influencing, and inspiring teams in a multicultural workplace.

Preferred education & experience: An earned Master's degree from an accredited institution of higher learning and experience working globally in higher education; highly emotionally intelligent leader with strong interpersonal skills, comfortable leading change and innovation; exemplary collaboration and negotiation skills; ability to thrive in a rapidly changing and high growth environment; a strong track record of discernment, strategic thinking, planning, and execution abilities; successful mentor, motivator, coach, and developer of people; high energy leader with a positive attitude, an entrepreneurial spirit; a creative, with a flexible, regulatorily compliant approach to the work; and a self-aware human that strives to continuously improve themselves while having a deep commitment to applying a DEI lens to all people, processes, and initiatives.