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Director, Student Services

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Drexel University

7d ago

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Education & Teaching
  • Philadelphia

AI generated summary

  • You need a Bachelor's degree or equivalent, 5+ years in student services, project management skills, proficiency in Microsoft Office and data analysis tools, and strong communication and customer service skills.
  • You will develop strategic plans, analyze student data, oversee services, manage grievances, ensure policy compliance, enhance student success, and collaborate with departments for effective support.

Requirements

  • Bachelor’s Degree in Business Administration, Higher Education, or related field OR the equivalent combination of education and work experience.
  • 5+ Years of relevant experience in student services for higher education
  • Understand and maintain confidentiality of student's record, adhering to FERPA and other University policies related to student record keeping.
  • Demonstrated strategy and project management skills with experience in conceiving, leading, and successfully implementing complex initiatives.
  • Proficiency in the Microsoft Office 365 Suite, Banner, Hyperion, communications software, and Qualtrics or other survey maintenance software. Experience with statistical and machine learning programs like SPSS, R, or Python is preferred.
  • Experience synthesizing and working with assessment data to inform strategic initiatives. Demonstrated experience soliciting, collecting, and synthesizing student and survey data in an education environment preferred. Proficiency with Tableau preferred.
  • Demonstrated analytical skills working with large, complex datasets. Expertise with Microsoft Excel using formulas and pivot tables is preferred. Proficiency with Microsoft Power BI preferred.
  • Ability to prioritize work assignments for a matrixed team and meet established deadlines.
  • Ability to communicate effectively both orally and in writing.
  • Excellent customer service, problem-solving, and mediation skills.

Responsibilities

  • Develop and implement the Student Services department's strategic plan, creating clear, thoughtful, and attainable goals that support the college’s strategic imperatives, vision, and mission.
  • Solicit, collect, interpret, and synthesize student data to help inform college strategic initiatives and improve student services and satisfaction.
  • Utilize multiple university data sources and tools to develop and maintain comprehensive early warning and action processes to identify and assist students experiencing academic difficulty.
  • Develop and implement assessments of student engagement, satisfaction, and service utilization within the college.
  • Maintain a strong working knowledge of the student development field; apply and share knowledge to produce fundamentally sound and creative solutions to address and anticipate all student needs.
  • Oversite, development, and evaluation of the Students Services team to optimize operations, maintain continuous development, maintain consistency across teams and with general university practices, and ensure excellence of service, enhancing the student experience at Drexel.
  • Ensure the maintenance of students’ academic records and program progression in collaboration with CNHP academic departments and leadership; recommend operational and curriculum adjustments when necessary to ensure successful and timely degree completion.
  • Manage the college's official student grievances and appeals processes and assist academic department and college leadership in vetting student issues.
  • Track and maintain awareness of all student grievances and concerns brought to the attention of Student Services. Ensure the timely and satisfactory management and reconciliation of all student concern matters. Escalate appropriate student grievances and appeals to the academic department, college, and university leadership as necessary for further consideration and follow-up.
  • Ensure that the Student Services department staff can make referrals to other University resources, such as counseling, Drexel Central, the Office of Disability Resources, etc., and that they do so appropriately.
  • Act as the college's central student policy and procedure resource, assisting and consulting with academic department and college leadership on matters of student concern when necessary. Provide guidance and support to all parties during meetings with students when requested.
  • Maintain records of the frequency, magnitude, and variation within the college’s student appeals and grievances; facilitate long-term solutions to reoccurring issues; and provide comparison data from across the University.
  • Collaborate with other college departments to ensure that Student Services is represented in a variety of public relations forums and university events.
  • Contribute to student success, including the development of initiatives to influence key success metrics, such as retention, persistence, and graduation rates; implementation of technology needed to support the tracking and maintenance of student success; and the coordination and leadership of cross-functional initiatives to improve student success metrics.
  • Ensure the maintenance of a consistent, comprehensive, and coordinated process across all Student Services units for contributing to yielding, onboarding, and retaining new students.
  • Establish and maintain a comprehensive assessment strategy; interpret and synthesize data to inform student success initiatives and continuous student success improvement.
  • Ensure student policies and procedures of the college are written, established, organized and communicated effectively to stakeholders; ensure all policies align and comply with University policies and meet accreditation standards where necessary.
  • Consult on the development of departmental Student Handbooks to ensure alignment and consistency with student policies and procedures.
  • Inform the CNHP community and other stakeholders of all student policy and procedure updates.
  • Other duties as assigned.

FAQs

What is the primary role of the Director of Student Services?

The primary role of the Director of Student Services is to provide vision, planning, coordination, supervision, and evaluation of student success related to student support services while overseeing the leadership team in running all day-to-day operations of the student services department.

What qualifications are required for this position?

The required qualifications include a Bachelor’s Degree in Business Administration, Higher Education, or a related field, along with 5+ years of relevant experience in student services for higher education. Candidates must also demonstrate strategy and project management skills and proficiency in various software tools.

Is a Master’s degree required for this position?

No, a Master’s degree is preferred but not required.

What are the key responsibilities of the Director of Student Services?

Key responsibilities include developing and implementing strategic plans, managing student grievances, ensuring effective onboarding processes, collaborating on student success initiatives, and managing student policies and procedures.

What tools and software are preferred for this role?

Proficiency is preferred in Microsoft Office 365 Suite, Banner, Hyperion, communications software, Qualtrics, and statistical and machine learning programs like SPSS, R, or Python. Experience with Tableau and Microsoft Power BI is also preferred.

Where is this position located?

This position is located in University City, Philadelphia, PA.

What is the compensation range for this position?

The compensation range for this position is $90,430 - $135,640, depending on the candidate's qualifications and experience.

What type of work environment does this position entail?

The work environment typically involves sitting at a desk/table.

What should applicants include in their application?

Applicants should submit a resume, contact information for three professional references, and a cover letter that addresses their interest in the position and highlights relevant experiences and qualifications.

When will the review of applicants begin?

The review of applicants will begin once a suitable candidate pool is identified.

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Drexel University

Education
Industry
10,001+
Employees
1981
Founded Year

Mission & Purpose

Drexel is an academically comprehensive and globally engaged urban R1 research university, known for the nation’s premier co-operative education program.