Associate Director, Bucks Online - Student Support

Associate Director, Bucks Online
- Student Support

It's great to work at a place where people are truly committed to serving our students! We're committed to bringing passion and energy to our College.

The Associate Director, Bucks Online
- Student Support provides leadership for the services, technologies, systems, and operational processes that support effective technology-enhanced teaching and learning at Bucks County Community College.

The Associate Director serves as a key resource for students using the College's Learning Management System (LMS) and related educational technologies and will work collaboratively across Academic Affairs, Student Affairs, Enrollment Management, Registrar's Office, Information Technology, and other areas to ensure reliable, accessible, and effective learning experiences.

The position combines leadership in student support for digital learning operations, learning management system administration, systems integration, problem solving, communication, data analysis, and continuous improvement. The Associate Director identifies barriers affecting teaching and learning, coordinates solutions across organizational and technological boundaries, develops support resources and processes, and contributes to institutional initiatives involving educational technology.

Essential Duties and Responsibilities

Learning Management System & Educational Technology Administration

• Serve on the team of functional administrators for the College's LMS, currently Canvas.
• Oversee processes related to user access, enrollments, course availability, extended access, resource spaces, and other administrative functions within the LMS.
• Diagnose and resolve complex LMS and integrated-technology issues that cannot be resolved through standard support channels.
• Participate in testing, implementation, documentation, and evaluation associated with new systems, integrations, upgrades, and technology transitions.
• Monitor emerging technologies and recommend tools, processes, or enhancements that improve teaching, learning, support services, or operational efficiency.
• Maintain appropriate system documentation, administrative procedures, workflows, and business-continuity resources.

Quality, Access & Continuous Improvement

• Collaborate with Bucks Online & CTL leadership, instructional designers, faculty, and academic leadership to strengthen the quality and consistency of the student learning experience.
• Support the implementation of institutional expectations and practices for course delivery, including accessibility, student engagement, and effective use of learning technologies.
• Maintain current knowledge of College academic processes, policies, programs, services, and technologies affecting online learning.
• Contribute to initiatives addressing student success and retention.
• Collect and analyze support, enrollment, engagement, systems, and other available data to identify opportunities for service and process improvement.
• Establish methods for assessing service quality and identifying operational, procedural, and technological barriers that affect online teaching and learning; use findings to develop interventions to improve the effectiveness and efficiency of support services.
• Monitor and evaluate the effectiveness of interventions, recommending adjustments and additional strategies to support student success.
• Develop, document, implement, and continuously improve workflows supporting learning systems operations.

Leadership & Supervision

• Provide leadership for the daily operations and student support services of Bucks Online.
• Provide leadership during high-volume periods such as semester starts, accelerated sessions, winter and summer terms, and major technology changes.
• Supervise assigned online learning support personnel and establish clear expectations, priorities, workflows, and service standards.
• Establish staffing and coverage plans that ensure reliable support during established service hours, high-demand periods, and campus events.
• Promote a collaborative and service-oriented work environment in which employees are empowered to solve problems and contribute ideas for improvement.
• Ensure sufficient documentation and cross-training to support continuity of essential functions.
• Manage multiple projects and operational priorities simultaneously while ensuring timely completion of critical responsibilities.

Communication, Training & Outreach

• Develop and coordinate communications regarding Bucks Online services, technologies, resources, system…