ASSISTANT DIRECTOR/ENROLLMENT ONLINE STUDENT SERVICES

at  Central Michigan University

Under the direction of the Associate Director of Enrollment, the Assistant Director manages a caseload of online students (undergraduate, graduate, cohort) by providing comprehensive support throughout their student journey. This position is responsible for identifying barriers to student progression, problem solving, and establishing and maintaining cross-campus partnerships. Using various types of communication, university systems and other resources, the Assistant Director works directly with students to assist in selecting a program, completing the admission process, and supporting enrollment persistence through graduation. This position works as part of a larger student service team and will cross-train with team members to ensure student success and seamless service across all aspects of the student journey.

REQUIRED QUALIFICATIONS

Bachelor’s degree.
Three years of relevant work experience.
Experience qualifying and motivating prospects and conducting student retention outreach.
Ability to maintain accurate student and other records.
Ability to compile and analyze data on students through the student life cycle as well as on program specific goals/initiatives.
Ability to project a positive and professional image and provide exceptional customer service.
Excellent oral and written communication skills.
Strong organizational skills and attention to detail.
Ability to work evening and weekend hours as needed.
Ability to perform the essential functions of the position, with or without reasonable accommodation.

PREFERRED QUALIFICATIONS

Experience working with adults and non-traditional students in higher education.
Strong working knowledge of all aspects of the student journey.
Knowledge of or experience with student information systems (Slate, SAP, etc.).

Initiates the follow-up process with prospective students through phone, email, SMS, 1:1 appointments, and live chat communication.
Engages prospective, newly admitted, and current students in ongoing communication through campaign and custom outreach.
Serves as a liaison to connect students with key university offices and services.
Supports online students by following prescribed recruiting and retention strategies that contribute to the department’s enrollment goals.
Adheres to programming initiatives that support student engagement and retention.
Tracks student enrollment and serves as a case manager for stop outs and non-completers for assigned program(s).
Assists in problem identification and resolution in support of student success and persistence.
Leads or assists with planning and facilitation of recruitment webinars, new student orientation, and other student service-related presentations as needed.
Assists with events that foster relationships with prospective, new, and current students.
Collaborates with other student services personnel in support of admissions, new student onboarding, registration, financial aid, academic advising, and other student services.
Utilizes university systems to monitor online student enrollment and persistence, initiate outreach, and refers students as necessary.
Monitors changes in academic programs to effectively recruit individuals in line with institutional and program goals and expectations.
Assists in identifying and coordinating necessary changes with internal stakeholders to ensure accurate program information and requirements are displayed in print, digital, and online formats as applicable.
Works among a team to support the student journey from point of inquiry through graduation.
Works collaboratively and cross-trains with other members of the online enrollment team.
Performs cohort program student onboarding, registration, and retention management.
Assists students transitioning between programs and/or campuses.
Monitors course enrollments and waitlists and assist with go/no-go decisions, communicating with impacted students as necessary.
Utilizes institutional information systems for entering, maintaining, and updating student data.
Compiles and analyzes appropriate data to monitor conversion rates.
Assists with center operations.
Manages proctor schedule(s).
Greets faculty and students while facilitating access for center operations and face-to-face courses.
Performs other duties as assigned.