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Student Success Manager

Job Purpose:

The Student Success Manager (SSM) is an essential component to the International Study Center (ISC) and the on-going success of our students. The SSM serves as the face of the ISC to students, supporting all academic and non-academic aspects of student life. Academically, the SSM works as an advisor to students, liaising with the university departments, instructors, and staff as needed. Beyond academics, the SSM actively reaches out and collaborates closely with instructors, other departments, and colleges to ensure a coordinated approach to student success. The SSM will be responsible for interpreting how university policies relate to ISC student life, in collaboration with the appropriate stakeholders at Study Group and the host university.

Key Responsibilities:

Customer/Student Service

  • Record and store grades for each progress report in the semester
  • Record and store final grades
  • Record and adjust student majors and pathways
  • Report grades for progress reports and final grades to Center Director, Academic Directors, other entities as required
  • Report grades for progress reports and final grades to students
  • Provide transcripts to Center Director, university partner, other entities as requested and needed
  • Record and manage Academic Integrity violations and issues with Academic Directors
  • Build, develop, maintain good working relations with university partner staff, SG staff, and students and parents
  • Support Center Director with dismissals from the program
  • Send emails to students as needed and requested by ISC staff
  • Coordinate servicing of students' technical issues regarding schedules, facilities issues, and referring students to the OIP, Registrar's, UHC, etc.
  • Coordinate servicing of students' academic issues regarding academic course selection, supplemental English placement, and math placement
  • Create and disperse statistics regarding progression, enrolment, demographics to university partner and SG offices as requested and needed
  • Develop and deliver administrative content for events
  • Meet with walk-in/potential students as necessary
  • Create programming to integrate students into university academic and non-academic life of the institution
  • With other staff, plan and implement coordinated communication plan including innovative mechanisms for connecting with students (social media, text etc.)
  • Develop and execute special events and activities for students
  • Work with Center Director and students to remove any holds on student records by university partner
  • Coordinate servicing of students' technical issues regarding schedules, billing accounts, facilities issues, and referring students to the OiP, Registrar's, UHC, etc.

Student Success and Performance Leadership

  • Oversees and participates in design, development and delivery of a comprehensive academic and non-academic student support strategy
  • In coordination with the host institution establishes and maintains an on-going assessment and evaluation of the quality of international student life throughout the ISC and university life-cycle.
  • Develops student support systems and processes to maximize efficiency and provide superior service to students.
  • Oversees day-to-day student support activities.
  • Manages feedback mechanisms for long-range student reporting on student success and satisfaction as well as on-going action plans for improvement.
  • Develops academic student success plans (including behavioral, academic, attendance) for students at risk of non-successful progression.
  • Documents and reports out regularly on pathway activities, student issues, or highlights to appropriate parties.
  • Develops comprehensive pre-arrival communication plan and welcome package for students and parents.
  • Develops and coordinates a pathway arrival program (including airport pick-up) and on-going orientation (as part of university current orientation activities and departments).
  • Collaborates with host institutions to coordinate seamless student conduct, risk management, and crisis intervention/management policy and protocol activities as they relate to ISC students.

Program Assessment and Reporting

  • Matriculation Records Management
  • Research - Progression and Matriculation Data Analysis
  • Interim Reports
  • Records Management

Program Administration and Management

  • Work with university admissions in the matriculation process for ISC completers
  • Monitor student progress
  • Represent, counsel, and support students in cases of university infractions

Program Delivery

  • Participate in staff meetings as called by Center Director
  • Oversee matriculating students through final semester requirements
  • Manage students on Academic Warning and Academic Probation
  • Teach Advising, American College Life 1, American College Life 2, and/or UNST 102
  • Contribute material to Center Director as assigned for inclusion in annual report
  • Record and manage Academic Integrity violations and issues with Academic Directors
  • Meet with students individually or in groups to support their studies
  • Provide transcripts to Center Director, university partner, other entities as requested and needed
  • Proctor Tests
  • Hold office hours a minimum of three days per week
  • Assist Center Director with scheduling of courses
  • Follow-up and tracking of students post-transition
  • Assist in Orientation events as assigned

Lead Student Liaison

  • Act as student advocate to internal and external constituencies,
  • Engage in the delivery of outstanding customer service
  • Act as primary contact for all student related services; student conduct, crisis management, disability resources,

Qualifications:

  • Master’s Degree in TESOL, applied linguistics, education, counseling, international education or related field
  • 3 years of experience working with international students in a higher education setting.
  • TESOL or ELT experience
  • Global sensitivity
  • Multi-cultural
  • Strong understanding of International Education
  • Must be able to manage, mentor, and coach
  • Strong relationship management skills
  • Classroom awareness
  • Prior delivery of Education Programs
  • Understanding of what appeals to students
  • Ability to advise students
  • Ability to facilitate programs
  • Knowledge of Visa issues
  • Knowledge of student life and academic issues international students face

 

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