Director Student Services

Job description

Your mission The Director of Student Services is responsible for leading student experience and student services at all the Campuses to ensure meeting established student satisfaction measures. The Director will lead Academic Advisors and Student Engagement team to support students’ success and serve as one-stop-shop for all student services. The Director will collaborate with Academic team, Admissions, Academic Planning and Registry, Financial Aid, Digital Resources and Educational Technology to address student needs and facilitate a positive, engaging, and enjoyable educational experience for on campus and distant learning students that will improve retention and graduation rates. The director is responsible for gathering the data for Student Satisfaction measures and preparing progress reports to the Academic Board, Senior Management Team and Schiller Board of Directors. Tasks and Responsabilities Leadership and Strategic Management Collaborate with university leadership, faculty, academic support services, and external stakeholders to advance the university's mission and strategic goals. Provide leadership and oversight for Student Services operations across all campuses, ensuring high-quality, consistent, and student-centered service delivery. Develop, implement, and monitor operational procedures and practices in compliance with institutional policies, academic regulations, and university standards. Supervise Advising and Student Engagement staff and ensure effective performance, professional development, and accountability. Support the Senior Management Team in the development and execution of Student Services goals, strategic priorities, and institutional initiatives. Participate in Institutional Assessment activities, improvement plans, and the implementation of new university initiatives. Perform other duties as assigned. Assessment, Reporting, and Quality Assurance Oversee student satisfaction assessment activities, including End-of-Course Surveys and Student Satisfaction Surveys. Analyze student feedback and service outcomes and prepare monthly reports to support data-informed decision-making and continuous improvement. Monitor service effectiveness and recommend enhancements to improve the overall student experience and operational efficiency. Student Success, Retention, and Engagement Coordinate student onboarding initiatives, including pre-arrival communications, virtual orientations, welcome week programming, and outreach to late-start students. Develop and coordinate cross-campus policies, programs, and processes that promote student success, retention, persistence, well-being, and academic achievement. Participate in and support university retention and graduation initiatives. Student Experience and Advocacy Promote excellence in student service, advocacy, and support, strengthening the university's reputation and commitment to student success. Serve as a resource for resolving complex student concerns and conflicts involving students, faculty, and staff. Provide guidance and support for student crises that cannot be resolved at the campus level. Ensure Student Experience staff consistently maintain service standards. Academic Operations and Student Administration Plan and manage student academic processes in partnership with academic leadership and faculty. Ensure compliance with institutional policies, academic regulations, and student service procedures across all campuses. Lead the Intercampus Mobility Program, coordinating with Academic Planning, Registry, Advising, and Communications to support seamless student transitions between campuses. Interface with students, academic departments, and administrative offices to ensure effective communication and coordination of services. Cross-Campus Collaboration and Communication Foster collaboration among Advising, Student Engagement, and Student Services teams across all campuses. Partner with Campus Directors to ensure alignment on policies, procedures, initiatives, and student-focused projects. Coordinate university-wide student communication strategies and plans in collaboration with the Communications Department. Serve as a key liaison between students, academic departments, administrative offices, and university leadership to support effective communication and institutional alignment. Your Profile Master’s Degree or higher from an accredited institution. Strong ability and skills in leadership and management. 4 + years experience in higher education, management and student services. Strong skills and experience in using computer , student information systems , spreadsheets, data analytics and reporting. Excellent communication skills and ability to work effectively with others. Excellent c ustomer s ervice, critical thinking and problem-solving skills. Either native English speaker or proficiency level of English competency. Local language (French, German, Spanish), desirable. Competencies Core Competencies Communication Connection and Service Global Mindset Achieving Results Driving Innovation and Managing Change Learning and Development Analytical thinking Problem solving mindset Team Leader Competencies (Applicable for supervisory roles) Talent Growth, Engagement and Trust Drives Vision and Leads Courageously