Associate Director, Student Success Outreach and Global

Position Summary

Lead the Outreach and Support team within NYU's Office of Student Success, serving as the primary point of contact for proactive student outreach and individualized student support across the University, specifically regarding the retention, persistence, and graduation goals of the University. Supervise a team of Student Success Specialists, guiding their daily work, professional growth, and the quality of their student support practice, while also personally handling escalated, complex, or highly sensitive student cases.

The position operates on two main fronts. First, it builds and manages the team responsible for data-informed, proactive outreach, ensuring students potentially in need of support regarding pathways to registration or graduation are identified early, connected to resources, and followed up with consistently. Second, it designs and continuously improves the outreach strategy itself, using institutional data coupled with research on retention, persistence, and student belonging to shape campaigns, then assessing and iterating those campaigns based on outcomes.

Beyond team and outreach management, represent the Office in cross-campus committees and partnerships, work with campus partners to build out early alert processes, extend training and consultation to NYU's Global Sites, and identify administrative barriers that potentially slow students' progress toward graduation. Review University policies and procedures for their impact on student success, and advocating for changes that remove unnecessary obstacles.

Master's Degree

Master's Degree Terminal degree, preferably in counseling, social work, higher education, or related fields

5+ years full-time/professional staff management and leadership experience, including at least one year of full-time experience in case management or student support services in an education setting

7+ years experience working in Higher Education

Broad understanding of case management in the higher education setting, and within a large decentralized institution specifically, as well as an understanding of how to develop campaigns and partnerships that influence student behavior and overall success. Understanding of the current research, including promising practices in student success and retention, student transition and development, and community and belonging, in order to effectively make an impact on key goals and outcomes.

Knowledge of federal regulations regarding FERPA, HIPAA, and the privacy of student records/information. Excellent written, oral, and interpersonal communication skills with faculty, students, and administrators across the entire University community, including students and their families, faculty, advisors, and other administrators. Strong skills in the areas of conflict resolution, problem solving, and ability to analyze complex situations. Excellent interpersonal communication skills and proven ability to develop collaborative relationships among various constituents.

Solution-focused approach to addressing a myriad of student concerns and care responses. Demonstrated commitment to diversity, belonging, and inclusion, as well as the ability to work with a wide range of constituencies (staff, students, faculty, parents, and administrators) with diplomacy and tact. Experience providing consultation to university faculty, staff, students, and administration. Excellent judgment and experience managing confidential and sensitive information.

Proven ability in assisting people in unbiased reflection on behavior, decision-making, and community membership. Collaborative spirit of…