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Director of Student and Faculty Services
at Kansas State University in Manhattan, Kansas
This position is responsible for directing all initiatives within the Student and Faculty Services (SFS) unit including supervision of SFS staff. This position leads the SFS unit in providing key services to prospective and current students and to the faculty teaching courses through the Division of Continuing Education (DCE). In addition to oversight of the SFS unit this position provides the leadership for prospective and current student interaction and services offered through DCE by managing the elements of the customer interface from first inquiry through application, enrollment and retention.
The SFS Director is expected to consider multiple variables in developing and implementing student and faculty services through collaboration with the following: Academic and Professional Programs (APP), Marketing and Communication Services (MCS), Administration and Finance, DCE Staff, K-State student service offices, and K-State faculty/staff on campus.
This position is responsible for the development and oversight of the SFS budget and is expected to actively engage in budget meetings with Administration and Finance.
This position reports to the Dean of the Division of Continuing Education.
Student Engagement and Retention Coordination (40%)
• Responsible for engagement and retention goals ensuring they are achieved through strong leadership, coordination of staff efforts, delivery of excellent customer service to all constituents including students, faculty and support departments.
• Develop and implement communication plans for current students to aid in student retention. Methods may include: use of social media and technology to connect with KSU distance education students, monitoring and maintenance of all student services web pages, and production of DCE distance education newsletters.
• Monitor distance student enrollments each semester. Devise a system for contacting students who have not enrolled in a timely manner, assess the reason, and offer resources with the goal of retaining the student in their academic program. Assist distance students with the reapplication process as needed.
• Actively engage with campus service offices to build and strengthen relationships and explore ways to provide coherent support to current and future distance education students.
• Supervise student engagement and retention staff. This includes hiring, training, updating staff on new procedures, assigning and evaluating workload, and preparation of an annual performance review for classified and unclassified employees.
• Supervise and guide the SFS Faculty Services and Student Assessment Specialist to improve testing & proctoring efficiencies; facilitate procedure changes when needed.
• Generate and analyze reports on retention and engagement efforts for administrative and academic offices.
• Investigate student problems as they arise and communicate issues with appropriate leadership and program staff. Maintain an electronic database of all student problems and provide reports as requested by DCE administration and the University.
• Articulate and document the management process for retention of students including developing key metrics and dates.
Prospective Student Recruitment Management (40%)
• Supervise prospective student recruitment staff. This includes hiring, training, updating staff on new procedures, assigning and evaluating workload, and preparation of an annual performance review for classified and unclassified employees.
• Work closely with prospective student call staff assuring they are appropriately trained in effective customer relations management and that they follow established prospective student and applicant communication plans.
• Manage work flow and communication tools to ensure communications and processes are professional, consistent, timely, and accurate. Conduct annual review of all formal means of communication with prospective students – includes letters, email templates, scripted responses, and more.
• Serve as the prospective student cross-channel campaign management software interface manager. Demonstrate thorough knowledge of the CRM and related databases including management of communications, building queries and running reports, analyzing the data from queries and reports, and making recommendations on how to implement changes based on the data collected.
• Work with IT to address technology issues affecting SFS functions and reporting.
• Work closely with the K-State Office of Admissions and College/Department offices to provide accurate, timely information to prospective distance education students regarding their application status.
• Develop, review and monitor recruitment and enrollment strategies and practices to meet enrollment goals.
• Review areas of work for consistency as related to DCE policies/procedures. As areas of inconsistency are identified, recommend and/or revise procedures to comply with standard.
Division/University Responsibility (20%)
• Ensure compliance with US Department of Education regulations, federal privacy regulations (FERPA) as well as University and state policies. Arrange training for staff as needed to address compliance matters.
• Create and maintain a high level of professionalism in the SFS unit suitable for public traffic to project a positive image of DCE to the public.
• Develop SFS annual budget, participate in budgeting process, monitor budgets and prepare for budget review meetings.
• Coordinate webinars for professional development opportunities.
• Participate on the DCE leadership team.
• Participate in DCE professional development to include programming related to distance education, retention or student services, diversity events, leadership programs and other campus programs to expand knowledge base.
• Actively engage with DCE goal team assignments and complete DCE goals as assigned.
• Participate in committees or projects within DCE, Kansas State University and/or professional organizations. Represent DCE at regional/national continuing education association meetings.
• Contribute information for inclusion in publicity efforts.
• Contribute program nominations to DCE Award committee for submission for national and regional awards.
• Be familiar with the DCE Emergency Plan, assure SFS staff are familiar with the plan and be prepared to follow the plan if needed.
Required Qualifications:
• Bachelor’s degree.
• Three (3) years of experience in:
o higher education or student services
o personnel supervision and training
o providing exceptional customer service
• Excellent interpersonal and communication skills both written and oral.
• Ability to develop new ideas and look for ways to continually improve services.
• Knowledge of the field of distance education including general status and challenges, student services and faculty issues.
• Proven record of organizational and administrative skills including the ability to simultaneously manage multiple projects.
• Ability to effectively work and communicate with diverse groups.
• Excellent leadership, supervisory and team-building skills
• Experience in budget management.
• Demonstrated problem-solving and critical thinking skills.
• Ability to work independently and as a team member.
• Excellent understanding of technology as it relates to online delivery.
• Computer proficiency in Word, Excel, and PowerPoint software programs.
Preferred Qualifications:
• Master’s degree in student personnel.
• Five (5) years of experience in:
o higher education or student services
o personnel supervision and training
o providing exceptional customer service.
• Demonstrated marketing experience.
• Proven experience effectively training customer service staff to provide an exceptional customer service experience
• Proven experience in business, education or service environment responding to customer inquiries regarding company policies, procedures and standards.
• Proven knowledge and understanding of University academic policies and procedures.
To apply, send:
- Cover letter addressing your qualifications and skills related to the position
- Resume or curriculum vita listing education and employment history
- Four professional references including name, address, phone number (cell number if appropriate) and email address
Send via email to: Deb Eakes, deakes@ksu.edu
and/or
Send via postal mail:
Director of Student and Faculty Services Search Committee
111 College Court
Kansas State University
Division of Continuing Education
1615 Anderson Avenue
Manhattan, KS 66502-4098
Screening of applicants will begin April 18, 2012 and continue until the position is filled.
Successful applicant to begin work June 25, 2012.
Kansas State University is an equal opportunity employer. Background check required.
The SFS Director is expected to consider multiple variables in developing and implementing student and faculty services through collaboration with the following: Academic and Professional Programs (APP), Marketing and Communication Services (MCS), Administration and Finance, DCE Staff, K-State student service offices, and K-State faculty/staff on campus.
This position is responsible for the development and oversight of the SFS budget and is expected to actively engage in budget meetings with Administration and Finance.
This position reports to the Dean of the Division of Continuing Education.
Student Engagement and Retention Coordination (40%)
• Responsible for engagement and retention goals ensuring they are achieved through strong leadership, coordination of staff efforts, delivery of excellent customer service to all constituents including students, faculty and support departments.
• Develop and implement communication plans for current students to aid in student retention. Methods may include: use of social media and technology to connect with KSU distance education students, monitoring and maintenance of all student services web pages, and production of DCE distance education newsletters.
• Monitor distance student enrollments each semester. Devise a system for contacting students who have not enrolled in a timely manner, assess the reason, and offer resources with the goal of retaining the student in their academic program. Assist distance students with the reapplication process as needed.
• Actively engage with campus service offices to build and strengthen relationships and explore ways to provide coherent support to current and future distance education students.
• Supervise student engagement and retention staff. This includes hiring, training, updating staff on new procedures, assigning and evaluating workload, and preparation of an annual performance review for classified and unclassified employees.
• Supervise and guide the SFS Faculty Services and Student Assessment Specialist to improve testing & proctoring efficiencies; facilitate procedure changes when needed.
• Generate and analyze reports on retention and engagement efforts for administrative and academic offices.
• Investigate student problems as they arise and communicate issues with appropriate leadership and program staff. Maintain an electronic database of all student problems and provide reports as requested by DCE administration and the University.
• Articulate and document the management process for retention of students including developing key metrics and dates.
Prospective Student Recruitment Management (40%)
• Supervise prospective student recruitment staff. This includes hiring, training, updating staff on new procedures, assigning and evaluating workload, and preparation of an annual performance review for classified and unclassified employees.
• Work closely with prospective student call staff assuring they are appropriately trained in effective customer relations management and that they follow established prospective student and applicant communication plans.
• Manage work flow and communication tools to ensure communications and processes are professional, consistent, timely, and accurate. Conduct annual review of all formal means of communication with prospective students – includes letters, email templates, scripted responses, and more.
• Serve as the prospective student cross-channel campaign management software interface manager. Demonstrate thorough knowledge of the CRM and related databases including management of communications, building queries and running reports, analyzing the data from queries and reports, and making recommendations on how to implement changes based on the data collected.
• Work with IT to address technology issues affecting SFS functions and reporting.
• Work closely with the K-State Office of Admissions and College/Department offices to provide accurate, timely information to prospective distance education students regarding their application status.
• Develop, review and monitor recruitment and enrollment strategies and practices to meet enrollment goals.
• Review areas of work for consistency as related to DCE policies/procedures. As areas of inconsistency are identified, recommend and/or revise procedures to comply with standard.
Division/University Responsibility (20%)
• Ensure compliance with US Department of Education regulations, federal privacy regulations (FERPA) as well as University and state policies. Arrange training for staff as needed to address compliance matters.
• Create and maintain a high level of professionalism in the SFS unit suitable for public traffic to project a positive image of DCE to the public.
• Develop SFS annual budget, participate in budgeting process, monitor budgets and prepare for budget review meetings.
• Coordinate webinars for professional development opportunities.
• Participate on the DCE leadership team.
• Participate in DCE professional development to include programming related to distance education, retention or student services, diversity events, leadership programs and other campus programs to expand knowledge base.
• Actively engage with DCE goal team assignments and complete DCE goals as assigned.
• Participate in committees or projects within DCE, Kansas State University and/or professional organizations. Represent DCE at regional/national continuing education association meetings.
• Contribute information for inclusion in publicity efforts.
• Contribute program nominations to DCE Award committee for submission for national and regional awards.
• Be familiar with the DCE Emergency Plan, assure SFS staff are familiar with the plan and be prepared to follow the plan if needed.
Required Qualifications:
• Bachelor’s degree.
• Three (3) years of experience in:
o higher education or student services
o personnel supervision and training
o providing exceptional customer service
• Excellent interpersonal and communication skills both written and oral.
• Ability to develop new ideas and look for ways to continually improve services.
• Knowledge of the field of distance education including general status and challenges, student services and faculty issues.
• Proven record of organizational and administrative skills including the ability to simultaneously manage multiple projects.
• Ability to effectively work and communicate with diverse groups.
• Excellent leadership, supervisory and team-building skills
• Experience in budget management.
• Demonstrated problem-solving and critical thinking skills.
• Ability to work independently and as a team member.
• Excellent understanding of technology as it relates to online delivery.
• Computer proficiency in Word, Excel, and PowerPoint software programs.
Preferred Qualifications:
• Master’s degree in student personnel.
• Five (5) years of experience in:
o higher education or student services
o personnel supervision and training
o providing exceptional customer service.
• Demonstrated marketing experience.
• Proven experience effectively training customer service staff to provide an exceptional customer service experience
• Proven experience in business, education or service environment responding to customer inquiries regarding company policies, procedures and standards.
• Proven knowledge and understanding of University academic policies and procedures.
To apply, send:
- Cover letter addressing your qualifications and skills related to the position
- Resume or curriculum vita listing education and employment history
- Four professional references including name, address, phone number (cell number if appropriate) and email address
Send via email to: Deb Eakes, deakes@ksu.edu
and/or
Send via postal mail:
Director of Student and Faculty Services Search Committee
111 College Court
Kansas State University
Division of Continuing Education
1615 Anderson Avenue
Manhattan, KS 66502-4098
Screening of applicants will begin April 18, 2012 and continue until the position is filled.
Successful applicant to begin work June 25, 2012.
Kansas State University is an equal opportunity employer. Background check required.
Published at 11-04-2012
Viewed: 560 times
Viewed: 560 times