Under the general direction of the Director of Student Experience, the Student Services Manager is responsible for creating a positive and engaging student experience from admission through graduation and beyond. This includes providing a broad range of student activities, promoting student engagement and coordinating programmatic needs for assigned graduate programs. This position will be responsible for organizing and developing programs for student events and overseeing activities of GBSA (Graduate Business Student Association). The student services manager will be an integral part of the Enrollment, Career Development and Student Experience office with high levels of student interaction. This position requires flexible hours and a willingness to be available evening and weekend hours. The manager will be the lead staff member for major events (orientation, graduation, etc.) in terms of event and logistical planning. This position is responsible for understanding the value of student experience and the motivations of students who participate in various activities while at school.
- Work with the Director of Student Experience to develop and implement diverse programs, events and activities for graduate students. Coordinate and lead activities including orientation, commencement, Casino Night, Weatherheadless Ball and others as directed. Create interactive and print materials to promote student events and program. 30%
- Advise student clubs and organizations in the development and execution of their activities and events. Participate with and guide GBSA (Graduate Business Student Association) by attending meetings and assisting in allocating and tracking organizational funds. 20%
- Provide backup and overflow assistance to the Director of Student Experience. Provide assistance in resolving issues brought by students and about students. On matters initiated by a student, meet with and interact with the student to understand the request or issue, gather facts and use personal, independent judgement to respond to questions. On straightforward inquires and requests, provide information, answer questions and conduct appropriate follow-up. On more complex and sensitive issues, gather information to understand the concern, conduct interviews, investigate facts and formulate a course of action. On matters initiated about a student, meet with the individual reporting the matter to understand the concern, gather facts and conduct an assessment. Investigate facts, interview the student, interview other parties and formulate a course of action. 20%
- Provide excellent customer service to students and handle their requests in a timely manner. Direct students to appropriate WSOM and university offices to ensure their needs are met. 15%
- Track student participation and evaluate success of activities and events. Maintain accurate records and documentation. 5%
- Assist in the development of a communications plan to increase student involvement in activities. 5%
- Assist in supervising assigned graduate assistants. 5%
Department: Contact with the WSOM Dean’s Office staff.
University: Contact with CWRU Student Affairs, Admissions, ITS, Financial Aid, Registrar’s Office, General Counsel, Human Resources, and Security.
WSOM: Contact with WSOM Student Experience, Registrar’s Office, WSOM faculty, Business Services, and ITG, CMO, Program managers
External: Contact with industry and student associations.
Students: Contact with WSOM graduate students and some undergraduate students.
No direct supervisory responsibility.
Experience: 2 to 3 years of event planning, student or customer service experience managing a wide range of complex, confidential and/or sensitive issues.
Education/Licensing: Bachelor’s degree required. Master’s degree preferred.
- Strong event planning, communication, administrative, problem solving and interpersonal skills.
- Experience with a wide range of customer and/or student issues and a strong track record of driving complex issues to resolution. Project management or equivalent experience.
- Strong results orientation. Ability to work independently and drive progress.
- Sound judgment and critical thinking.
- Strong presentation and negotiation skills. Ability to present and support compelling positions and positively influence others.
- Calming and empathetic approach in managing sensitive and critical matters.
- Strong self-control and conflict resolution skills.
- Adaptability to change positions and views based on new and emerging information.
- Detail orientation. Experience documenting issues, identifying trends and reporting results.
- Proficient in standard office software, including database applications.
- Experience in crisis management required.
- Policy development and/or management required.
- Membership in and/or familiarity with National Association of Student Personnel Administrators (NASPA), American College Student Association (MYACPA) and National Conference on Race and Ethnicity in American Higher Education (NCORE) preferred.
- Ability to meet consistent attendance.
- Ability to interact with colleagues, supervisors and customers face-to-face.
General office working environment. Given the nature of the role, onsite work presence and accessibility is important. Some peak, evening and weekend work required. May be required to travel (0-5%).