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Job Details

Director, Student Advising and Retention

Category: Advising and Enrollment
Location: Largo, MD
Requisition ID: 10010772

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Director, Student Advising and Retention

Office of Strategic Enrollment Management

Exempt, Regular, Full-Time, Pay Grade 2.3

The Director of Advising within the Strategic Enrollment Management (SEM) organization reports to the Vice President of Enrollment Management and is responsible for managing teams of advisors that serve currently enrolled and returning students within their assigned area from the second week of class through graduation.  The Director is responsible for the overall success of the team under their leadership including training and development of advisors, adherence to outbound campaigns, and the successful matriculation of qualified students to UMGC.

SPECIFIC RESPONSIBILITIES INCLUDE:

  • Manage advising operations by providing guidance, continuous coaching, and feedback to Assistant/Associate Directors and Advisors in their day-to-day activities
  • Develop the team to provide best-in-class service using a consultative approach
  • Certify team members on the consultative advising approach
  • Ensure conversations and written communication are compliant and provides coaching and feedback by conducting observations to improve all student interactions
  • Conduct documented bi-weekly performance coaching session with each direct report
  • Develop and facilitate training for team to support special project initiatives and pilot projects to improve operational efficiencies and overall enrollment growth
  • Develop and facilitate leadership training and development for new and current enrollment managers
  • Develop, communicates and executes operational strategies to set and achieve team and unit goals on a daily, weekly, monthly basis to ensure new and returning student growth targets are met
  • Provide coaching and feedback to new and current enrollment management managers to develop key talent within the Enrollment Management department in order to facilitate succession planning for mission critical leadership roles
  • Review, leverage, and interpret data to meet established standards in service levels, staff productivity, and quality assurance
  • Establish and maintain relationships with internal stakeholders within the department as well as those outside the department in order to achieve project, business, performance, and enrollment growth outcomes
  • Communicate strategies, pilot programs, departmental updates and policy or procedure changes to department staff and ensures they are properly executed
  • Manage and execute student outreach and campaign efforts to achieve  student growth and retention targets for both undergraduate and graduate students
  • Create and foster a team environment where staff members are encouraged to develop and grow by being given opportunities for training, event coordination, project management, data analysis, or other areas of expertise
  • Provide content knowledge, staffing, training and resources for special projects and pilot recruitment initiatives geared toward enhancing business outcomes and the student experience
  • Partner with the Enrollment Management leadership team to develop and execute change management and process redesign initiatives that will lead to operational efficiencies
  • Plan, lead, and provide guidance on human resource activities, such as hiring, performance evaluations, disciplinary actions, and other staff-related concerns. This includes conducting performance evaluations for direct reports
  • Oversee the staffing, planning and execution of student-facing events, virtual and/or onsite open house events, information sessions, webinars, and other events as requested to offer guidance to students
  • Perform other job-related duties, as assigned

DUTY STATEMENTS:

  • Employees that live within 50 miles of UMGC are required to work university commencement
  • Employees are required to work some evening and weekend hours
  • Employees may be required to work certain holiday hours based on business need

REQUIRED EDUCATION AND EXPERIENCE:

  • Bachelor’s degree from an accredited institution of higher learning and a minimum of five (5) years of relevant work experience
  • The chosen candidate must also be able to demonstrate experience in a progressively more responsible leadership/management position and the ability to prioritize and manage multiple tasks in a fast-paced environment while motivating others
  • 3+ years’ experience in Admissions or Advising leadership
  • 5+ years of management experience

PREFERRED EDUCATION AND EXPERIENCE:

  • Master’s degree from an accredited institution of higher learning and three (3) years of management experience
  • Successful track record of leading geographically dispersed and remote/blended teams with a collaborative leadership style. Ability to coach, mentor, and develop others
  • Experience working with military or veteran personnel, preferably in a higher education environment
  • Ability to drive organizational change and adapt to changes in a dynamic remote work environment
  • Demonstrates a high level of character, ethics and integrity at all times
  • Experience in the areas of enrollment management, student recruitment, student advising/coaching, quality assurance, call center or high volume, customer service environment
  • Experience with CRM, call center, and other enterprise-wide business technologies

POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED

SALARY COMMENSURATE WITH EXPERIENCE

All submissions should include a cover letter and résumé. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare.  For detailed benefits information, please visit: https://careers.umuc.edu/benefits.html.

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.

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