The Open Campus unit offers non-degree programs aimed at both the adult and K-12 markets, both on campus and through non-traditional delivery methods. Currently, more than 500 courses offered through Open Campus serve students of varying ages (youth, teen, and adult) and pathways (noncredit certificate and non-degree). Reporting to the Director of Operations, the Senior Manager of Student Services and Support will be responsible for the management, development, and quality of student services at Open Campus with a critical focus on the retention of students and program completion. S/he will serve as the primary point of contact for enrolled students with regards to all manner of inquiries and requests for support.
The ideal candidate will possess an understanding of trends in higher education and a dedication to customer service, demonstrated in their approach to deliver services that meet the needs and expectations of today's nontraditional student. The Senior Manager will in collaboration with Open Campus leadership, research, design and implement best practices for student services for schools of continuing, online, and pre-college education.
Provide direct oversight and manage support requests and processing for Open Campus student registration and student accounts, including but not limited to, schedule design, registration, billing, refunds, enrollment status change, coding, and internal and external reporting.
Take independent action based on situation analysis to escalate issues within areas of responsibility and to troubleshoot and respond to operational issues needing resolution.
Develop and lead initiatives that promote Open Campus student persistence, including tailored outreach to students, communication with faculty regarding at-risk students, and referrals to university student support services.
Design systems to document Open Campus student interaction and feedback and share relevant information in a timely manner with leadership and university stakeholders; maintain and update Open Campus student records, data, and certificate audits, in relevant institutional systems (Banner, DegreeWorks, etc.) accurately and in adherence to policies.
Create and tailor approaches to strategically advise the multiple Open Campus student personas in academic, career, and goal-setting, aligning with the university's Student Success office best practices for the Open Campus audience.
Develop and implement strategies in collaboration with program leadership and university partners that support the improvement of student services for the Open Campus population on campus and online.
Perform other duties as assigned.
Minimum of three years' student or customer service experience
Excellent written and verbal communication skills
Strong interpersonal skills and proven ability to communicate professionally and effectively with various student populations (youth, pre-college, executive, adult, senior)
High level of computer proficiency in G Suite, MS Office, and online database systems; Banner, Degreeworks, and CRM experience a plus
Ability to work well under pressure, take initiative, and follow-through on multiple tasks while maintaining high degree of accuracy, speed and poise
Possess a sincere interest in helping others achieve life goals
Willingness to work a flexible schedule (some evening and/or weekend hours will be required)
Superior organizational and problem resolution skills
Experience working in student services in a higher education institution
Familiarity with the professional development and continuing education competitive landscapes
Internal Number: 17476
About The New School
The New School, a leading university in downtown New York City, offers degree and nondegree academic programs in design, the social sciences, the liberal arts, management, the arts, and media. Students benefit from small classes, superior resources, and renowned faculty members who practice what they teach. Continuing education courses and public programs place the university at the center of New York’s cultural and intellectual life.