Associate Director of Online Student Success

Associate Director of Online Student Success

Job Title:

Associate Director of Online Student Success

Location:

Campus

Commitment to On-Campus

Experience:

This position is based at the above campus location and requires regular in-person presence to support our students, collaborate with colleagues, and contribute to our thriving academic environment. Syracuse University values the collaboration, mentorship, and spontaneous connections that happen when our community works together on campus. Remote work arrangements are limited in accordance with University policy.

Job Type: Full-time

Hours:

Standard University business hours. 8:30am – 5:00pm (academic year). 8:00am – 4:30pm (summer). Hours may vary based on operational needs.

The Associate Director manages all day-to-day operations of the unit, including consistent processing and accuracy of admissions and student records. Working directly with the Directors of Admissions and Advising, the Associate Director is responsible for leading and managing operations across the student experience unit, developing process efficiencies that will bring the unit to scale, and thinking strategically and operationally as it relates to online and commuter student success and retention.

The Associate Director defines workflows and processes for admissions functions and all student records functions. The Associate Director supervises both admissions and operational staff and serves as proxy for the Director of Admissions as needed. This position requires regular on-campus presence and occasional schedule flexibility, including evenings and weekends based on student and operational needs. Staff operate in a fast-paced, collaborative environment supporting non-traditional learners through an evolving, data-informed model.

• 5 plus years of experience in higher education, operations management, or related field
• Demonstrated progressive leadership and operational experience, including supervision of staff

• Demonstrates consistent leadership and initiative
• Exceptional administrative acumen
• Strong customer service background preferred
• Familiarity with online learning technology a plus
• Knowledge of University policies and procedures, Rules & Regulations, etc
• Ability to utilize all available technology to include, but not limited to, Orange Success, Onbase, People Soft, College Net, Degree Works
• Proven ability to collect information and maintain discretion
• Ability to work independently as well as collaboratively, and to foster the success of others
• Knowledge of undergraduate and graduate level university degree requirements
• Ability to actively listen, independently problem solve, and effectively communicate with students, colleagues, and the broader university community
• Ability to work with a diverse population

• Leads admissions and enrollment operations for the Office of Online Student Success (OSS) including oversight of records processing in Slate and People Soft, and oversight of application management, down-funnel conversions, and admission decision processes.
• Leads and is responsible for accurate and consistent processing of admissions records and the transition to matriculated student records.
• Oversees the development and maintenance of reporting systems to support tracking between Slate and People Soft.
• Supervises OSS admissions operations, inquiry management, and admissions advising staff (5-7 FTE).
• Provides operational admissions support for a small population of commuter students.
• Leads advising operations across the Online Student Success unit including leading efficiencies of processes and operations, managing student records reporting functions, transfer credit processes.
• Academic probation processes, degree certification processes, and high-level workflows around petitions, IUT’s, transfer credit, declarations, exceptions, FERPA forms, and other student services related documents.
• Serves as the primary oversight of the day-to-day unit operations.
• In partnership with the Director of Admission, manages strategic oversight and departmental goals and objectives.
• Supports the Director of Admissions in setting…