"Student Services Program Manager"

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in two pages or less, please let us know how this role aligns with your career aspirations and skill set. Submit both a cover letter and resume as one file (because of system limitations).

Institutional infrastructure for online student services and support

• Work with centralized university resources to identify services available to online and hybrid students, ensuring institutional processes related to student success are well designed and inclusive of students engaged in online and hybrid options.
• Develop resources outlining available campus-wide resources and services for online and hybrid students, sharing resources with academic unit liaisons for distribution among learners.
• Consult with academic unit student services staff to assess needs of students in online and hybrid programs across the University to inform development of central infrastructure and processes for services.
• Assess student perceptions of access to support resources across the University, establishing recommendations regarding how access can be strengthened.
• Participate in conversations and communities on campus around the provision of student services, exploring how services and support offered contribute to the vision for online learning at U-M.

Consultative support for academic unit partners

• Advise academic units regarding practices for establishing high-quality student service models to support online learners.
• Coordinate with academic units to assess and identify needs related to their online students, and identify solutions to meet those needs.
• Collaborate with unit representatives to develop onboarding materials and resources that support students- matriculation into a program
• Work with academic units to establish a student service operation plan for online or hybrid programs in collaboration with the CAI program managers.
• Develop guidelines for evaluating the effectiveness of current models for online and hybrid student support services, providing recommendations to improve the processes.
• Consult on development of student-related policies for online and hybrid portfolios and programs.

Establish support for learners in Michigan Online

• Consult with CAI colleagues, including learning experience design, marketing, and platform team, to improve learner pathways and support structures.
• Recommend continuous improvement areas for learners- experience in accessing support via Michigan Online.
• Collaborate with team members to establish thoughtful strategies and resources to promote learner progression and engagement in pathways between non-credit and for-credit programs.
• Collaborate with internal and external technology partners to scope technology product improvements that support the needs of students, academic units, and administrative partners.
• Inform development and implementation of learner-centered policies, resources, and processes
• Analyze, with the Product Research team, learner feedback, engagement data and service metrics to identify trends, enhance service operations, and recommend improvements to Michigan Online's learner experience.

Required Qualifications

• Bachelor's degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience.
• Experience working with student support staff to develop services to support students in online and hybrid programs.
• Knowledge of regulations related to student access and academic success (e.g. accessibility, FERPA).
• Experience working with individuals and groups at all levels within the University and ability to manage partnerships.
• Experience working with cross campus partners to develop operational processes.
• Knowledge of trends in technology, innovation, and higher education.
• Align technology solutions with student support needs, current educational and technological trends, and campus-wide goal/priorities and infrastructure.
• Experience in a research focused university setting.

Salary Information

The general salary range for this position is $80,000 - $90,000. You can expect to be paid a great compensation package. Factors used to determine salary include education level and experience for the position and internal equity within the unit. You are encouraged to discuss salary questions to honor agreement and transparency throughout the recruiting process.

The salary for this position will be based upon the selected candidate's education and experience.

Please Note: This is a 5 year term limited position with the possibility of renewal depending on funding.