Assistant Director New Student Success

Assistant Director New Student Success

Department Name: Recruitment & Enrollment

Position Reports To: AVP Enrollment Management

FLSA STATUS:  Salaried

Salary:  $80,000

Benefits: The University's comprehensive benefits program

Days, Hours & Location: Standard work schedules vary and may be adjusted. 37.5 hours per week. Flexible schedule is required and includes evening and weekend hours. This is a remote position.

BASIC FUNCTION AND SCOPE OF JOB:

Under the direction of the AVP Enrollment Management, the Assistant Director New Student Success provides expertise to implement and evaluate effective and efficient engagement and retention processes and policies for new students using university systems and available technology. The position leads a team of new student success coaches responsible for achieving daily, weekly, and intake-based metrics in an effort to reduce new student melt and increase student engagement through the first term of a student’s program. The Assistant Director of New Student Success will be responsible for coaching and guiding the team on: quality outbound calls and appointments, minimum average activity productivity, professional and positive attitude, exceptional level of customer service, fostering of working relationships, goal achievement, CRM database management and organization, and exceptional verbal and written communication skills.

ESSENTIAL FUNCTIONS:Specifically, the position will:
• Maintain accurate and complete student records as required by accreditation agency, school policies, and administrative regulations.
• Develop and implement retention tools to align with accreditation, regulations, and school policies with a goal of reducing melt.
• Collaborate with faculty and administrators in the development, evaluation, and revision of school programs and transcripts.
• Oversee a team of New Student Support Coach staff and student assistants (if applicable).
• Create and design funnel reports around new student melt and engagement data.
• Assist and develop electronic communication sequences and new student task workflows through CRM system.
• Plans, organizes, and conducts retention events, program sessions, and special events to decrease melt and promote the educational transition and awareness for new students.
• Develop and maintain training and procedural documentation covering onboarding, records policy, and office procedures.
• Oversee all aspects of the engagement process for new students from acceptance of their offer of admission through term one of their program.
• Collaborate with the Financial Aid Office, Registrar’s Office, Information Technology, Student Account Office, Communications Department and/or other University units to ensure timely delivery and receipt of critical student enrollment information.
• Implement and continually develop best practices.
• Ensure smooth process implementation for student transition from New Student Success Coach to Academic Advising team.
• Create and implement efficient and effective processes to decrease new student melt.
• Manage, coach, train, and help develop a high-performing Student Success Team. Ensure high levels of retention, achievement of goals and quality of results from the New Student Support Coaches. Manage the daily activities of the team and set retention goals for the team on a regular basis.

QUALIFICATIONS: Education/Experience Requirements:
• Bachelor's Degree required
• Minimum 3-5 years’ experience in customer service, account management or relationship building in Higher Education (Admission, Academic Advising, Financial Aid or Registrar)
• Admissions experience with VA and online student populations preferred
• At least 3-5 years of experience managing a team
Skills & Knowledge Requirements:

• Working knowledge of Microsoft Office software
• Knowledge and ability to proficiently use a computer and related technology including CRM and Live Chat
• Salesforce CRM Experience
• Excellent organizational and communication skills
• Excellent project management skills
• Ability to work in a fast-paced environment
• Ability to lead, motivate and direct subordinates
• Ability to communicate with all levels of employees
• Clear communicator with the ability to ask strategic questions
• Excellent time management skills and ability to work in a fast-paced environment
• Strong ability to work well under time pressure and meet deadlines and goals
• Exceptional attention to detail and organization Ability to foster a cooperative work environment

Supplemental Information
To apply: Please go to http://www.ggu.edu/jobs to submit an application, letter of interest, and a resume.
In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third-party background check.
Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.
University policy prohibits discrimination based on race, color, religion, national origin, ancestry, age, gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, taking a protected leave (e.g., family medical or pregnancy leave), or on any other basis protected by applicable laws.
The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all especially women, minorities, people of color, veterans, persons with disabilities, and members of the LGBTQI community.

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