Director - Student Services - PlattForm - Chicago

Job description
Are you ready for the next step in your student support career? This is an ideal role for an individual who is passionate about the student experience, and dedicated to creating practices that help students excel in online academic programs. As the Director of Student Services, you will help provide critical oversight of our student support team, as this position is responsible for meeting and exceeding student retention objectives for specific PlattForm Academic Partners. You will work with a team providing daily support to students enrolled in online and blended degree programs, maintaining a continuous focus on the student experience and student success from initial enrollment through graduation. This is an ideal position for an individual who has led online student services before, but wants to bring their ideas and energy to a growing organization.
This position is located in our new office located in Palatine, Illinois.



The Director of Student Services will manage the daily operations of a student services team by assuming responsibility for the following:

Representing PlattForm Academic Partner’s programs as their own, taking ownership and pride in both daily activities and long term success.
Serving as an expert in student support and retention practices, including creating and staying on top of best practices in the field
Designing effective work practices and procedures
Hiring and evaluating Student Success Advisors
Monitoring and analyzing departmental results and provide strategic recommendations for performance improvements
Providing leadership to department including employee motivation initiatives and effective resource allocation
Forecasting registration numbers and retention pacing
Collaborate with VP Academic Services to implement cross-functional improvement/strategic initiatives
Working with team to provide initial and ongoing customer service and retention training to Student Success Advisors
Developing and improving processes to ensure students in our partner programs are provided with the highest levels of student support
Coaching associates for performance
Tracking retention and student success metrics to ensure team meets key performance indicators, and assisting in forecasting as needed
Presenting at partner sites and to company management about key student services achievements and needs
Modeling the company’s core values

Desired Skills and Experience

Bachelor’s degree required, Master’s degree preferred
5-7 years of related experience in higher education
Passion for excellence
Adaptability
Strong knowledge of Microsoft Office suite, CRM systems as well as various communication methods and student record management systems
High level of customer service
Ability to think strategically, identify issues and propose solutions
Excellent written and verbal communication skills as well as outstanding listening and comprehension skills
Ability to multitask, prioritize and deal with ambiguity
Outstanding presentation skills
Ability to coach and motivate associates for goal achievement
Strong problem solving and customer service skills
Ability to travel 25%, depending on business needs

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