Job Profile:

Student Support Services Manager 2

Job Family:

Student Support Services

Time Type:

Full time

Max Pay – Depends on experience:

$77,300.00 USD Annual

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:
Manages complex student support services to help students with unique needs to navigate and succeed in higher education, participates in the development of programs and initiatives, and identifies resources and/or funding to support program activities in support of the university's enrollment, persistence, and graduation goals.

Job Description:

This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona.

Do you excel at leading teams in a customer service and support environment? Are you passionate about empowering students to complete their degrees and helping them overcome obstacles? If so, continue reading below for this EdPlus Re-Entry Lead opportunity!

ASU EdPlus is a dynamic unit of Arizona State University focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We advance the economic, social, cultural, and overall health of the local, national, and international communities served by ASU.

Want to know more about working at EdPlus? Watch this short video!

We are seeking a dynamic, collaborative EdPlus Re-Entry Lead to join our high-performing Success Coaching Center. Every day, you will make a difference in the lives of others by empowering a team of Re-Entry Specialists to reach their full potential through quality coaching and a focus on student success. You will oversee proactive outreach initiatives directed at undergraduate and graduate students who have paused their academic journey.

You will create and direct administrative processes to ensure your team provides tailored guidance to help students navigate financial, academic, and personal barriers. Additionally, you will collaborate with university staff in academic units, advising, and financial aid to facilitate a smooth return to ASU for these students.

Essential Duties:

• Team Leadership: Cultivates an environment that empowers staff to be proactive as they conduct outreach to resolve obstacles impeding stopped-out students from returning to an ASU program.

• Performance Management: Uses a firm, goal-oriented leadership style to motivate, train, and engage staff. Addresses all aspects of staffing and professional development in a highly consistent manner.

• Quality Assurance: Monitors production and quality of specialist/student interactions, evaluating opportunities to enhance the student experience and benchmark re-enrollment success.

• Complex Problem Solving: Oversees and resolves highly sensitive or complex service problems and student escalations by clarifying issues, determining causes, and explaining the best solutions.

• Cross-Departmental Collaboration: Works closely with financial aid services, student business services, and academic units to re-enter students and set them up for success. Collaborates with key stakeholders to build a comprehensive service approach.

• Operational Direction: Provides direction to staff, including assignments, activities, and schedules, to ensure the delivery of excellent service required to meet departmental goals. Supports the recruitment, interview, onboarding, and continuous development of team members. Creates and maintains training resources, facilitates coaching opportunities, and ensures staff are equipped with the knowledge and tools needed to effectively support returning students.

• Adaptability: Learns quickly while continually recognizing and adapting to changing conditions, staying up to date on current policies, alternative program options, and training within the university.

• Other: Assumes or coordinates other duties or projects as assigned or directed.

Desired Qualifications:

• Bachelor’s degree or higher in a related field.

• Evidence of supervisory/leadership experience in a customer service/support environment.

• Demonstrated strong customer service orientation with a commitment to helping others; experience in coaching, advising, or education preferred.

• Experience supporting online programs and working with students returning to higher education after stopping out.

• Demonstrated understanding and awareness of ASU quick re-entry policies, financial aid, and academic policies.

• Demonstrated ability to develop, facilitate, and maintain strong, collaborative relationships with various populations.

• Experience using CRM systems (e.g., Salesforce); demonstrated proficiency in multi-channel communication (text, chat platforms) and MS Office/Google Workspace.

• Evidence of excellent verbal, written, and presentation skills, with the ability to communicate persuasively and with empathy.

• Evidence of strong problem-solving skills, attention to detail, and the ability to perform effectively in a fast-paced environment subject to quickly changing priorities.

• Demonstrated experience with ASU EdPlus Success Coaching Center policies and procedures.

• This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona.

NOTE: Please answer the following questions in your cover letter:

• Describe your leadership and supervisory experience, particularly in guiding a team within a coaching, advising, or support environment.

• Explain your experience utilizing CRM systems (such as Salesforce) and communicating professionally via multi-channel platforms with a team.

Salary & Benefits:

$51,500 - $77,300 per year; DOE

The target salary for this position is $70,000 per year.

ASU offers a total compensation package that includes valuable employee benefits. See the ASU Benefits website to explore options.

• Healthcare

• Financial Security

• Retirement

• Family Resources

• Tuition Reduction (Eligible ASU Employee, their dependents, and spouse)

• Discounts

Working Environment:

ASU EdPlus is located at SkySong, the ASU Scottsdale Innovation Center. The Center houses a diverse business community that links technology, research, education, and entrepreneurship to position ASU and Greater Phoenix as global leaders in the knowledge economy.

ASU EdPlus supports flexible work options, ranging from alternate to hybrid work schedules, subject to approvals per ASU policy.

Applicant must be eligible to work in the United States; ASU EdPlus will not be a sponsor for this position.

Department Statement:

As a central enterprise unit for ASU, ASU EdPlus supports the university charter by focusing on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education.

ASU EdPlus defines itself through a culture of curiosity, risk-taking, and refusing to accept the status quo. Our employees are valued, respected, and encouraged to be their unique selves. We know that our ability to deliver high-quality services and educational experiences is strengthened by our culture of innovation, driving outcomes through serving learners, achieving milestones, striving for excellence, solving problems, embracing urgency, and being bold.

ASU EdPlus

Driving Requirement:

Driving is not required for this position.

Location:

Off-Campus: Scottsdale

Funding:

No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

Please use the link below to log in using single sign-on.

https://www.myworkday.com/asu/d/inst/1$9925/9925$22897.htmld

To be considered, your application must include all of the following attachments:

• Cover letter

• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.