The Center for Advising and Student Success (CASS) is a unit within the UCLA Extension (UNEX) Student Services department. CASS’s mission is to achieve positive student success outcomes by implementing a holistic academic experience for UNEX students from pre-enrollment to post-graduation. Central to the implementation of this mission are, a) a student-centered approach to success and the application of excellent customer service principles at all levels of student engagement, b) the provision of group and individualized academic counseling, professional development support, and resources to address other aspects of student life, c) the utilization of data to create scalable yet customizable services to optimize the student experience at UNEX, and d) optimizing collaborative partnerships between academic units and student services within UNEX. The Assistant Director is a data-driven, relationship-oriented supervisor with experience in enrollment advising, generalist academic advising, and/or retention advising. The Assistant Director, under the leadership of the Director of CASS, will assist in operationalizing the Center’s mission of implementing generalist advising operations. These include but are not limited to group advising, 1:1 advising, advising assessment, and student programming. The incumbent will supervise and train student advisors in providing prompt customer service to prospective and current students through multiple modalities. The incumbent will identify areas where student support can be optimized and guide student advisors on achieving these goals. The position will guide and coach a student advising team of (10+ advisors) in resolving complex advising, procedural, and operational issues. The incumbent will liaise across the organization to improve student success outcomes. The incumbent will also partner with and assist the Director in implementing a data-driven student advising framework, as well as develop scaled-up yet accessible programs like student orientation, success programs, and staff training. They will recruit, hire, and mentor student advisors, and assist in policy, operations, and process development. The Assistant Director works independently with consultation, is procedure-oriented, and demonstrates the ability to leverage technology for student advising. They pursue continuous professional development to apply evidence-based best practices in student advising. The Assistant Director is highly collaborative and works closely with the core CASS team to fulfill UCLA Extension’s Student Success mission. The incumbent will also promote UCLA Extension’s commitment to lifelong learning in the planning and execution of their duties.

QUALIFICATIONS

• 2 years Minimum of 2 years of experience supervising teams (Required) And
• 3 - 5 years 3-5 years of progressively responsible professional experience in enrollment advising, academic advising, and customer service. (Required)
• Demonstrated experience and skill in counseling and advising students regarding academic coursework, professional development, and student life as it relates to academic achievement. (Required)
• Demonstrated excellence in serving students with diverse backgrounds and experiences. (Required)
• Commitment to collaborating and partnering with UNEX stakeholders to ensure shared success in student service. (Required)
• Ability to function independently with minimal supervision, yet be collaborative, team-oriented, and responsive to the requests/needs of all center personnel. (Required)
• Skilled in public speaking, interpersonal, and intercultural communication. (Required)
• Excellent writing and verbal communication skills. Demonstrate comfort with using multiple forms of communication in the course of executing day-to-day duties. (Required)
• Ability to analyze data, work requirements, and institutional policies, and explain them to students, advising staff, and other stakeholders as needed. (Required)
• Attention to detail in designing, writing, and implementing procedures, and workflows, with the goal of putting the ‘student first’ and ‘student-advisor relationship’ in each framework. (Required)
• Strong understanding of, and strict adherence to student rights laws like FERPA, Title IX, Clery Act (among others), institutional (UC, UCLA, UNEX) policies, and state laws as applicable. (Required)
• Ability to honor confidentiality and handle confidential/sensitive matters with discretion and tact. (Required)
• Experience in data-driven customer service, and the ability to use technology to scale student service. (Preferred)
• Basic knowledge of immigration procedures and policies for international students requiring I-20s to obtain an F-1 visa status to study at UNEX, CPT during their course of study, and OPT upon completion. (Preferred)

EDUCATION, LICENSES, CERTIFICATIONS & PERSONAL AFFILIATIONS

• Bachelor’s Degree in education, psychology/human development, counseling, business, or a related field and/or equivalent training and experience. (Required) And
• Master’s Degree in education, counseling, business, or related field and / or equivalent experience / training (Preferred)

COMPLETE POSITION DESCRIPTION

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