ECampus Academic Support Manager

Job Title:

eCampus Academic Support Manager

Location:

UWG Recruiting Location

Regular/Temporary:
Regular

Full/Part Time:
Full-Time

Job

USG eCampus is a service unit of the University System of Georgia. We facilitate the development and delivery of high-quality, affordable, and accessible online learning experiences while supporting strategic system-level initiatives to enrich students' lives and enhance the economic, cultural, and social interests of Georgians. Our vision is for Georgia to be the most highly-educated state in America, with graduates who utilize their knowledge and skills to make Georgia the most desirable place to live.

Our campus is located at 1601 Maple Street, Carrollton, GA 30118.

Faculty and staff members are expected to be physically present on campus as needed to support the in-person educational experience and on-campus vitality at the University of West Georgia. Depending upon teaching assignments and student demand, this could include the Carrollton or Newnan campuses.

The Academic Support Manager plays a key role on the USG eCampus Faculty Development team by evaluating instructional quality, supporting faculty development, and managing student academic appeals. This position leads the investigation and resolution of academic honesty appeals, grade disputes, and student complaints through evidence gathering, communication facilitation, and mediation. Additionally, the Academic Support Manager monitors online courses to ensure compliance with national quality standards and accreditation guidelines, conducts course observations, and provides coaching and professional development for faculty teaching in collaborative eCampus programs.

This role designs and delivers faculty training programs, manages multimedia instructional resources, coordinates certification courses, and supports events such as the Annual eCampus Faculty Conference. The Academic Support Manager also contributes to data analysis and continuous improvement efforts for courses and student support resources, promotes faculty engagement, and collaborates with leadership to uphold instructional excellence and student success across USG eCampus programs.

• Investigate and triage academic honesty appeals, grade appeals, and student complaints to include gathering evidence, requesting additional information, and making recommendations to the Associate Dean.
• Ensure timely outreach to students, faculty, and administration and facilitate mediation to resolve appeals and complaints at the lowest possible level.
• Document all case activity and manage communications in Salesforce.
• Assist the Associate Dean with Ad Hoc Committee activities for appeals that are escalated to the Dean of USG eCampus.
• Support continuous improvement of appeal workflows and document communications to provide consistent and professional outreach to involved parties at all stages of the appeal process.

• Monitor and evaluate instructional faculty across USG eCampus programs in alignment with established national standards for quality assurance.
• Conduct regular course observations and collect relevant data to ensure compliance with USG eCampus Memorandum of Understanding criteria, USG BOR, and other governing/accreditation guidelines for teaching practices, instructional technology, copyright, and ADA requirements.
• Build positive relationships with online instructors and foster connections with USG eCampus staff to provide effective support to several hundred active faculty each academic term.
• Coordinate a group of faculty mentors and oversee mentoring activities for new eCampus teaching faculty.
• In coordination with the Faculty Services Team, provide daily oversight of faculty engagement and follow up appropriately to ensure timely interventions and positive remediation of identified issues.
• Assist with faculty performance evaluations each academic term by reporting and analyzing data related to instructional quality, faculty engagement, and professional development.

• Design and deliver faculty training programs, webinars, and…