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 with a focus on clarity, scalability, and quality learner experience across programs. Consult with academic unit student services staff to assess needs of students in online and hybrid programs and translate findings into system-level recommendations and service design improvements
• Assess student perceptions of access to support resources across the University, and synthesize insights into actionable, program level recommendations for improvement.
• 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 with an emphasis on scalability, consistency, and alignment with CAI and institutional strategy.
• Coordinate with academic units using structured processes to identify system challenges before collaboratively developing solutions.
• 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 including defining service models, roles, workflows, and success metrics.
• Develop guidelines for evaluating the effectiveness including measurable outcomes, KPIs and continuous improvement 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 design integrated, end-to-end learner support ecosystems across platforms and programs.
• Recommend continuous improvement areas based on data, user research, and service performance metrics
• 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, to identify systemic gaps, inform strategic decisions, and prioritize service design improvements.

• Bachelor's degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience.
• Demonstrated experience designing, improving or scaling student service programs, services, or operational processes
• Experience using systems thinking to diagnose problems and develop structured program-level solutions.
• Experience working in a consultative or advisory capacity with stakeholders, including influencing decisions without direct authority
• 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 and influence cross-functional stakeholders in a matrixed environment.
• Experience supporting or designing for online, hybrid, adult or non-traditional learners.
• 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.
• Ability to learn and appropriately use new technologies to improve processes, communication, and outcomes, including AI-enabled tools where relevant to the role, consistent with university policy and job responsibilities.

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

Candidates must have legal authorization to work in the United States.

The mode of work for this position is Hybrid with a minimum of 4 days in the office per week, Monday through Thursday, with an option of remote work on Fridays. On occasion, you may be required and must be available to work onsite on Fridays if necessitated by our center's policy and domain leadership or by your job requirements.

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

We support the creative, responsible, and ethical use of AI tools to enhance our work, in alignment with institutional policies and best practices.

Excellent benefits are available, for details, see http://benefits.umich.edu/

The general salary range for this position is $80,000 - $90,000.