Director, Student Success Coaching

Office of Student Affairs Success Coaching

Stateside, Regular, Fulltime, Exempt, Pay Grade 3.2

Location: Adelphi, Maryland (Hybrid 2-3 days)

The Director of Student Success Coaching within the Office of Student Affairs Success Coaching reports to the Associate Vice President of Student Success Coaching and is responsible for leading teams of Success Coaches. The Success Coach empowers students on their UMGC journey by listening, guiding, motivating, and celebrating the student's success from the point of enrollment through graduation. Intentionally targeting outreach allows the Success Coach to co-create with the student an academic plan, provide the right resources at the right time, connect them to the University community, and motivate them to achieve their goals. Success Coaches will provide concierge-level support to an assigned population of students through multi-channel student engagement, including inbound and outbound calls, texts, virtual advising appointments, and emails to students to ensure they are on a path to successfully matriculate to their desired credential. The Director of Student Success Coaching will partner with various departments to support UMGC in meeting or exceeding retention and returning student growth goals.  Other areas of responsibility include training, quality assurance, performance management, workforce management, and business process design and implementation.   

SPECIFIC RESPONSIBILITIES INCLUDE:

• Manage the Office of Student Success Coaching by providing guidance, coaching, and feedback to Assistant/Associate Directors and Success Coaches in their day-to-day activities

• Develop the team to provide best-in-class service using a consultative approach

• Ensure conversations and written communication are compliant and provide coaching and feedback by conducting observations to improve all student interactions

• Conduct documented bi-weekly performance coaching sessions with each direct report

• Develop and facilitate training for the 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, communicate, and execute operational strategies to set and achieve team and unit goals on a daily, weekly, and monthly basis to ensure new and returning student growth targets are met

• Provide coaching and feedback to new and current Assistant/Associate Directors to develop key talent within the Office of Student Success 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 to achieve project, business, performance, and enrollment growth outcomes

• Communicate strategies, pilot programs, departmental updates, and policy or procedure changes to department staff and ensure 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 Office of Student Affairs 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

• Perform other job-related duties, as assigned

DUTY STATEMENTS:

• Employees who live within 50 miles of UMGC are required to work at the university commencement

• Employees are required to work some evening and weekend hours

• Employees may be required to work certain holiday hours based on the business's needs

REQUIREMENTS FOR 100% REMOTE ROLE:

• Equipment shall be provided to the successful hire.

• UMGC will provide necessary office supplies, a laptop, a monitor, and a headset.

• Network communication to non-public UMGC online information technology services and data shall be made only using the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.

• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.

• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25 Mbps. You must also hardwire your laptop to the router through an Ethernet connection.

• Candidates may not perform personal business during scheduled work hours with the exception of non-work time, such as scheduled breaks.

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

• 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, contact center, and other enterprise-wide business technologies

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 15 paid holidays (16 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: