Director, Student Services

About the position

A full-time position in the College of Nursing and Health Professions (CNHP), the Director of Student Services will provide vision, planning, coordination, supervision and evaluation of student success related to student support services as well as oversee the leadership team in running all day-to-day operations of the student services department.

Responsibilities

• Develop and implement the Student Services department's strategic plan, creating clear, thoughtful, and attainable goals that support the college's strategic imperatives, vision, and mission.
• Solicit, collect, interpret, and synthesize student data to help inform college strategic initiatives and improve student services and satisfaction.
• Utilize multiple university data sources and tools to develop and maintain comprehensive early warning and action processes to identify and assist students experiencing academic difficulty.
• Develop and implement assessments of student engagement, satisfaction, and service utilization within the college.
• Maintain a strong working knowledge of the student development field; apply and share knowledge to produce fundamentally sound and creative solutions to address and anticipate all student needs.
• Oversite, development, and evaluation of the Students Services team to optimize operations, maintain continuous development, maintain consistency across teams and with general university practices, and ensure excellence of service, enhancing the student experience at Drexel.
• Ensure the maintenance of students' academic records and program progression in collaboration with CNHP academic departments and leadership; recommend operational and curriculum adjustments when necessary to ensure successful and timely degree completion.
• Manage the college's official student grievances and appeals processes and assist academic department and college leadership in vetting student issues.
• Track and maintain awareness of all student grievances and concerns brought to the attention of Student Services. Ensure the timely and satisfactory management and reconciliation of all student concern matters.
• Ensure that the Student Services department staff can make referrals to other University resources, such as counseling, Drexel Central, the Office of Disability Resources, etc., and that they do so appropriately.
• Act as the college's central student policy and procedure resource, assisting and consulting with academic department and college leadership on matters of student concern when necessary.
• Collaborate with other college departments to ensure that Student Services is represented in a variety of public relations forums and university events.
• Contribute to student success, including the development of initiatives to influence key success metrics, such as retention, persistence, and graduation rates.
• Ensure the maintenance of a consistent, comprehensive, and coordinated process across all Student Services units for contributing to yielding, onboarding, and retaining new students.
• Establish and maintain a comprehensive assessment strategy; interpret and synthesize data to inform student success initiatives and continuous student success improvement.
• Ensure student policies and procedures of the college are written, established, organized and communicated effectively to stakeholders.
• Consult on the development of departmental Student Handbooks to ensure alignment and consistency with student policies and procedures.
• Inform the CNHP community and other stakeholders of all student policy and procedure updates.

Requirements

• Bachelor's Degree in Business Administration, Higher Education, or related field OR the equivalent combination of education and work experience.
• 5+ Years of relevant experience in student services for higher education.
• Understand and maintain confidentiality of student's record, adhering to FERPA and other University policies related to student record keeping.
• Demonstrated strategy and project management skills with experience in conceiving, leading, and successfully implementing complex initiatives.
• Proficiency in the Microsoft Office 365 Suite, Banner, Hyperion, communications software, and Qualtrics or other survey maintenance software.
• Experience synthesizing and working with assessment data to inform strategic initiatives.
• Demonstrated analytical skills working with large, complex datasets.
• Ability to prioritize work assignments for a matrixed team and meet established deadlines.
• Ability to communicate effectively both orally and in writing.
• Excellent customer service, problem-solving, and mediation skills.

Nice-to-haves

• Master's degree preferred.
• Previous leadership experience preferred.

Benefits

• Generous vacation and paid time off including civic engagement days.
• Up to an 11% 403(b) Retirement Plan match with immediate vesting.
• Remote and flexible work options for many roles.
• Exceptional medical plans including domestic partner and fertility assistance.
• Free tuition for employees and their dependents for Drexel degree programs.
• Tuition exchange program for dependents with other higher education institutions.