"Director of Advising & Student Success"

Job Description

The Director of Advising & Student Success for Syracuse University Global leads comprehensive programming designed to promote academic success for a diverse population of non-traditional online undergraduate and graduate students from around the world throughout their entire lifecycle, beginning from the moment they are admitted to a SU online program. This strategic leadership role develops, implements, and assesses initiatives that advance institutional strategic priorities, with primary focus on academic support services, academic advising, student development, and retention for students with varied backgrounds, schedules, and needs.

This role leads a team of student success and advising professionals who provide personalized, proactive interventions designed to maximize student success, retention, and satisfaction from admission through graduation and alumni transition. The successful candidate must work effectively with leadership from the universitys various schools and colleges to ensure a seamless student experience across diverse program types. The position demands exceptional flexibility and adaptability to serve students across time zones, accommodate diverse cultural perspectives and learning needs, and maintain in-person presence on campus to ensure accessible, responsive support.

Syracuse University is building something new. Were launching SU Global to reimagine how we support and scale accessible online pathways for non-traditional learners, in a dynamic, innovative, and data-driven environment. That means rethinking how we work.

This role requires on-campus presence because the best ideas emerge from real-time collaboration, the mentorship that happens in hallways, and the spontaneous problem-solving that defines startup culture. Youll work non-traditional hours when needed - evening and weekend coverage, whatever it takes to deliver the best-in-class experience.

Were looking for team members who thrive in:

• High-energy, in-person environments where innovation happens face-to-face
• Flexible scheduling that follows student needs, not the clock
• Startup intensity within a world-class university structure

Were not looking for people who want a job. Were looking for builders who want a mission.

Education and Experience

Required:

• Masters degree in Student Affairs, Higher Education Administration, Counseling, or related field.
• 5-7 years of progressive experience in academic advising or academic/support programming in higher education.
• Demonstrated success leading student success initiatives with measurable outcomes.
• Experience with program management, assessment methodologies, and data-driven decision making.
• Strong interpersonal skills with the ability to provide compassionate support to students while maintaining appropriate professional boundaries and compliance with institutional policies.
• Demonstrated experience working with diverse populations including non-traditional students, international students, and working professionals.
• Ability to work flexible hours and maintain in-person campus presence to accommodate student needs.
• Experience managing learning centers, tutoring operations, or academic support services.
• Track record of successful cross-functional collaboration and partnership building.
• Experience supporting students across multiple time zones or in hybrid/online learning environments.

Preferred:

• Fluency in additional languages or significant cross-cultural competency training.
• Advising experience specific to online programs and adult learners.

Skills and Knowledge

Technical & Operational:

• Proficiency in Microsoft Office, CRM systems, PeopleSoft, DegreeWorks, and intervention platforms.
• Strong organizational and time management skills.
• Ability to manage multiple projects across time zones. Experience with budget management and data tracking.

Leadership & Program Management:

• Program management experience in higher education.
• Ability to develop and assess academic support programming for diverse populations.
• Strong communication skills for varied stakeholders.
• Experience coordinating complex logistics.

Student Development & Support:

• Understanding of student development theory, retention research, and evidence-based practices.
• Cultural competency working with diverse communities including non-traditional, international, and first-generation students.
• Knowledge of mental wellness programming, tutoring, and peer mentoring.

Interpersonal & Communication:

• Strong interpersonal skills providing compassionate, culturally sensitive support.
• Excellent communication and ability to build trust across cultures.
• Diplomatic approach to sensitive situations.
• Commitment to student success through active listening and problem-solving.

Work Environment:

• Regular campus presence required.
• Flexibility for evenings, weekends, and different time zones.

Responsibilities

Student Advising & Retention

• Design and implement engagement strategies to promote persistence and completion for online learners.
• Oversee all advising, transfer credit evaluation, course planning, registration, and degree completion support.
• Manage proactive outreach and intervention plans for at-risk students using predictive analytics.

Digital Student Experience & Support

• Ensure seamless access to tutoring, technical support, online librarian, etc. through virtual channels.
• Oversee virtual onboarding and orientation programs that set students up for success.
• Lead initiatives to improve usability and accessibility of online platforms and resources.
• Implement scalable communication strategies (SMS, email, LMS notifications) for timely updates and support.
• Maintain high satisfaction scores through continuous feedback loops and service enhancements.
• Foster online communities and peer networks to enhance belonging and retention.

KPI Management & Data-Driven Decision Making

• Define and track key performance indicators: retention rates, graduation rates, student satisfaction, and engagement metrics.
• Build dashboards and reporting systems for real-time visibility into student success outcomes.
• Use data insights to inform resource allocation, staffing, and process improvements.
• Present performance trends and strategic recommendations to senior leadership.

Team Leadership & Operational Excellence

• Lead a large, diverse team across advising, success coaching, and student experience functions.
• Serve as the primary advising leader for Syracuse University Global, championing the units processes and customized approaches to the universitys schools and colleges.
• Establish clear goals, accountability frameworks, and professional development plans for staff.
• Drive cross-functional collaboration with academic departments, IT, and marketing to ensure alignment on student success initiatives.
• Champion a culture of innovation, inclusivity, and continuous improvement.

Other Duties as Assigned

• Special projects, committee work, and emerging initiatives as needed.

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the Universitys 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.