Student Support Concierge Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

FT EXEMPT-610001

30+ days ago Requisition

DEPARTMENT:Student Support

REPORTS TO: Director of Online Education

CLASSIFICATION:Staff-12 months

EFFECTIVE DATE:TBD

STANDARD

WORK HOURS:

37.5 hours per week

LOCATION
:
Online/Remote

EMPLOYMENT STATUS:Full-Time

EMPLOYMENT CLASSIFICATION:Exempt

JOB SUMMARY:

Under the general direction of the Director of Online Education, the Student Support Concierge Manager provides leadership, supervision, and operational oversight of the Student Support Concierge (SSC) team serving online students. This position is responsible for establishing service standards, supervising staff, monitoring student success initiatives, analyzing operational data, and coordinating student support services across University departments to promote student retention, persistence, and academic success.

The Student Support Concierge Manager exercises independent judgment in resolving complex student concerns, improving operational processes, and ensuring consistent, high-quality support for online learners. This position serves as the primary liaison between the Student Support Concierge team and the Office of Online Education and is responsible for maintaining effective communication, performance accountability, and continuous service improvement.

This position is designated as a remote position. The employee is expected to maintain a professional remote work environment and be available during normal University business hours. Occasional travel to Kentucky State University may be required for meetings, training, and other University business.

ESSENTIAL JOB FUNCTIONS:

• Provides leadership, supervision, coaching, and performance management for Student Support Concierge team members.
• Recruits, trains, mentors, and evaluates Student Support Concierge staff, including onboarding new employees and supporting ongoing professional development.
• Coordinates staff assignments, caseloads, work schedules, and service coverage to ensure timely and consistent student support.
• Develops, implements, and continuously evaluates standard operating procedures, workflows, and service standards to improve operational effectiveness.
• Serves as the primary liaison between the Student Support Concierge team and the Director of Online Education by communicating operational updates, escalating complex student concerns, and reporting performance metrics.
• Facilitates regular staff meetings, training sessions, and collaborative planning activities.
• Provides direct support to online students by assisting with course registration, academic planning, and navigation of University processes.
• Advises students regarding course selection, degree progress, and available academic support resources within the scope of University policies.
• Coordinates referrals to appropriate University offices, including the Registrar, Financial Aid, Academic Affairs, Student Affairs, and other student support services.
• Monitors student academic progress and proactively identifies students who may benefit from additional outreach or intervention.
• Maintains regular communication with assigned students to support persistence, retention, and successful degree completion.
• Ensures accurate and timely documentation of student interactions using University-approved systems.
• Monitors team compliance with applicable federal and state laws, University policies, and student privacy requirements, including FERPA.
• Collects, analyzes, and reports operational data related to student engagement, retention, service delivery, and team performance.
• Collaborates with University departments to improve student services, streamline processes, and enhance the online student experience.
• Maintains effective working relationships with faculty, staff, students, and external partners.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

REQUIRED:

• Knowledge of student services, academic advising principles, and higher education support services.
• Knowledge of customer service best practices and student-centered service delivery.
• Knowledge of student development principles and strategies that promote student persistence and success.
• Knowledge of University policies, procedures, and academic support resources.
• Knowledge of case management principles and student referral processes.
• Knowledge of student information systems (SIS), customer relationship management (CRM)…