Posting Details

Position Information

Job TitleStudent Services Manager (Restricted*)DepartmentOperationsPosting Number03555PLocationMultiple LocationsFull or Part TimeFull TimePosition End Date (if temporary)Required TravelRelocation CoveredSalary Range$60,000 - $70,000 Position Summary Information

Basic Function

This position leads the day-to-day functional tasks of Workforce offices across all college locations, and supervises full-time and part-time employees. The Student Support Manager is responsible for ensuring that Workforce student and programming support related services are conducted efficiently, professionally and proactively with a strong customer service commitment. This position reports to the Director of Student & Program Support team and is stationed at the Woodbridge Campus.

*This position is funded with non-continuous or non-recurring funding and is subject to continuation based on fiscal year funds and the needs of the college.

Duties and Responsibilities

•Provides supervision and direction to the Student Support team members at multiple locations
•Provides logistical and organizational support in the planning and execution of workforce programming across all college locations
•Ensures customer service inquiries are handled in an efficient, timely and accurate manner
•Ensures all VCCS, College, and Workforce division policies and procedures are followed
•Plans and implements procedures to maximize operational efficiencies
•Collaborates with members of the Student & Program Support and the Corporate & Workforce Engagement teams to support the planning, implementation, and maintenance of programs and services
•Interacts in a collaborative manner with other college departments, and outside sources to accomplish organizational goals and objectives

Minimum Qualifications

Bachelor’s degree or equivalent combination of education and experience; several years in management or project coordination roles; several years of customer service related experience. Several years experience working in an office setting. Several years experience supervising staff.

Preferred Qualifications

•Experience working in a higher education setting and/or business environment
•Experience with student information systems, document management, and/or enrollment operations
•Familiarity with outreach, marketing, and sales
demonstrated experience in student services and demonstrated experience supporting workforce and continuing education students.

Required Knowledge, Skills, and Abilities

•Knowledge of workforce and continuing education program development and implementation
•Ability to work cooperatively with students, faculty, staff members, and community/employer partners throughout the northern Virginia region
•Ability to develop and implement internal/external customer service standards
•Ability to appropriately screen, resolve, redirect or provide information in response to inquiries
•Excellent computer skills in a Microsoft Office environment; must include knowledge of Excel
•Excellent organizational skills; ability to simultaneously manage multiple projects
•Knowledge of service desk ticketing and customer service management tools
•Strong interpersonal and teamwork skills; exceptional verbal and written communication skills
•Ability to learn new skills and adapt to new technology
•Ability to work Monday-Friday 8:30 a.m. to 5:00 p.m. and occasionally work evenings and weekends
•Must be willing to work at multiple Workforce locations due to the needs of the division
•Ability to work in a fast paced environment.

Operation of a State VehicleSeldom Posting Detail Information

Open Date11/12/2019Close Date11/26/2019Open Until FilledNoSpecial Instructions to Applicants

*This position is funded with non-continuous or non-recurring funding and is subject to continuation based on fiscal year funds and the needs of the college.

Background Check Statement

The selected candidate’s offer is contingent upon the successful completion of an extensive criminal background
investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of
education, credit checks (relevant to employment), and other checks requested by the VCCS and NOVA such as
I-9 and E-Verify requirements. Additionally, selected candidates may be required to complete the Commonwealth’s
Statement of Economic Interest.

Additional InformationSupplemental Questions

Required fields are indicated with an asterisk (*).

1. * Summarize your interest in this position in three sentences please.

   (Open Ended Question)

2. * How many years of customer service experience do you have?
   • 0 to 2 years
   • 3 to 5 years
   • 6 and above
3. * How many years experience do you have supervising staff?
   • 0 to 2 years
   • 3 to 5 years
   • 6 and above
4. * I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to Supplemental Questions that can be verified in my application and resume will be credited.
   • Yes
   • No

Applicant DocumentsRequired Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. Other Document