REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree from an accredited institution of higher learning and a minimum of five (5) years of relevant work experience
• The chosen candidate must also be able to demonstrate experience in a progressively more responsible leadership/management position and the ability to prioritize and manage multiple tasks in a fast-paced environment while motivating others
• 3+ years’ experience in Admissions or Advising leadership
• 5+ years of management experience

PREFERRED EDUCATION AND EXPERIENCE:

• Master’s degree from an accredited institution of higher learning
• Successful track record of leading geographically dispersed and remote/blended teams with a collaborative leadership style. Ability to coach, mentor, and develop others
• Experience working with military or veteran personnel, preferably in a higher education environment
• Ability to drive organizational change and adapt to changes in a dynamic remote work environment
• Demonstrates a high level of character, ethics and integrity at all times
• Experience in the areas of enrollment management, student recruitment, student advising/coaching, quality assurance, call center, or high-volume customer service environment
• Experience with CRM, contact center, and other enterprise-wide business technologies
  All submissions should include a cover letter and resume.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Manage the Office of Student Success Coaching by providing guidance, coaching, and feedback to Assistant/Associate Directors and Success Coaches in their day-to-day activities
• Develop the team to provide best-in-class service using a consultative approach
• Ensure conversations and written communication are compliant and provide coaching and feedback by conducting observations to improve all student interactions
• Conduct documented bi-weekly performance coaching sessions with each direct report
• Develop and facilitate training for the team to support special project initiatives and pilot projects to improve operational efficiencies and overall enrollment growth
• Develop and facilitate leadership training and development for new and current enrollment managers
• Develop, communicate, and execute operational strategies to set and achieve team and unit goals on a daily, weekly, and monthly basis to ensure new and returning student growth targets are met
• Provide coaching and feedback to new and current Assistant/Associate Directors to develop key talent within the Office of Student Success to facilitate succession planning for mission-critical leadership roles
• Review, leverage, and interpret data to meet established standards in service levels, staff productivity, and quality assurance
• Establish and maintain relationships with internal stakeholders within the department as well as those outside the department to achieve project, business, performance, and enrollment growth outcomes
• Communicate strategies, pilot programs, departmental updates, and policy or procedure changes to department staff and ensure they are properly executed
• Manage and execute student outreach and campaign efforts to achieve student growth and retention targets for both undergraduate and graduate students
• Create and foster a team environment where staff members are encouraged to develop and grow by being given opportunities for training, event coordination, project management, data analysis, or other areas of expertise
• Provide content knowledge, staffing, training, and resources for special projects and pilot recruitment initiatives geared toward enhancing business outcomes and the student experience
• Partner with the Office of Student Affairs leadership team to develop and execute change management and process redesign initiatives that will lead to operational efficiencies
• Plan, lead, and provide guidance on human resource activities, such as hiring, performance evaluations, disciplinary actions, and other staff-related concerns. This includes conducting performance evaluations for direct reports
• Perform other job-related duties, as assigned

REQUIREMENTS FOR 100% REMOTE ROLE:

• Equipment shall be provided to the successful hire.
• UMGC will provide necessary office supplies, a laptop, a monitor, and a headset.
• Network communication to non-public UMGC online information technology services and data shall be made only using the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25 Mbps. You must also hardwire your laptop to the router through an Ethernet connection.
• Candidates may not perform personal business during scheduled work hours with the exception of non-work time, such as scheduled breaks.