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Director, Student Services - School of Professional Studies

Wake Forest University
Charlotte, NC

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Executive Administration Jobs
C-Level & Executive Directors
Administrative Jobs
Institutional & Business Affairs, Continuing & Professional Studies Programs, Student Affairs, Student Activities & Services
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Job location: Charlotte, NC

Employment Type: Full-time
Posted data: 2021-08-25
Req: R0003783
Please note:
  • Additional documentation must be added at the bottom of the third screen under the "My Experience."
  • Internal candidates must apply via the internal career portal. Do not proceed with your application from this website.
  • DO NOT complete the application without the required attachments as you will be unable to edit your application.
** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Job Description Summary

Implements strategic planning and manages the day-to-day operations within their areas of responsibility.
Manages execution of the strategy of the functional or sub-functional area through a group of subordinate managers, supervisors, or individual contributors. Primary function is both operational and strategic.

Job Description


The Director of Student Services is a creative, yet compassionate leader focused on cultivating a positive student experience for adult learners through accessible, relevant, and innovative education and is committed to building supportive and meaningful experiences with them as they seek educational opportunities. This staff member is responsible for the school-wide strategy and operational excellence needed to meet the online and hybrid student experience and student success targets for the programs of the School. They will also lead the formulation, implementation and continuous improvement of a comprehensive student services plan and provides leadership in several student and alumni support areas including academic advising, success coaching, student records, career support and services, and others.

Essential Functions:

  • Responsible for the planning, development and delivery of best-of-class, comprehensive student services for online and hybrid learners in the School of Professional Studies.

  • Nurtures a school-wide culture in which every student is a priority and offers support and advice to adult learners in developing and personalized individual plans to achieve their academic and career goals.

  • Creating and cultivating an online environment where students feel like part of the larger Wake Forest community, no matter where they live.

  • Organize student engagement opportunities specifically targeted to adult learners (such as new student orientation and onboarding, on campus residencies for online students, professional development and networking events), coordinating with internal and external stakeholders where appropriate.

  • Closely monitor student performance and wellbeing --and work collaboratively with online program management partners, as needed-- to identify and address at-risk situations and pursue opportunities to enhance student success.

  • Provide support and identify appropriate resources to students in distress or crisis. Serve as a liaison to the Campus Assessment, Response, and Evaluation (CARE) Team.

  • Provide proactive and timely outreach and intervention through a variety of methods to facilitate effective student communication and engagement.

  • Serve as a leading ambassador of SPS’ mission and vision, focused on cultivating an outstanding student journey while raising institutional awareness of the needs of adult learners.

  • Work in collaboration SPS teams and other areas across the University to develop and implement effective student success strategies and processes based on best-practices.

  • Create lifelong relationships with learners as alumni through appropriate segmentation, targeted programming, and effective relationship management. Plan events and activities that facilitate meaningful alumni engagement and invite alums to return to SPS for further educational development and career support.

  • Establish and administer school-wide operational academic, student conduct and behavioral policies, programs and procedures and pursue continuous improvements, based on analysis of outcomes, operations, evolving demographics, student feedback, and other evidence-based inputs.

  • In collaboration with appropriate university units, provides leadership in areas related to success coaching, academic records, career support, accounts receivable, and other student related services, policies and procedures.

  • Plan and monitor the department’s budget to ensure spending is in line with the school’s objectives

  • Serves as deputy Title IX coordinator for the School of Professional Studies.

Required Education, Knowledge, Skills, Abilities:

  • Bachelor's degree plus seven years of higher education experience or the equivalent combination of education and experience

  • Prior experience developing student programming for online students

  • Experience with adult learners, in an online or hybrid setting

  • Experience in building a student service department or program from the ground up

  • Effective communicator, both verbally and in writing

  • Strong relationship and stakeholder management skills with commitment to adult learner success

  • Ability to make administrative and procedural decisions and judgements on sensitive, confidential issues

  • Demonstrated commitment to creating and maintaining a diverse and inclusive environment

  • Working knowledge of student information, learning management and customer relationship systems (i.e. Banner, Canvas, Salesforce)

  • Demonstrated success in using analytics to drive student satisfaction

  • Evidence of entrepreneurial strength, strategic thinking, innovative attitude, strong business acumen, fiscal accountability, and willingness to experiment

  • Ability to function independently on complex issues

  • Ability to lead and influence without authority

Preferred Education, Knowledge, Skills, Abilities:

  • Master's degree in Business, Education or a related field

  • Previous experience in online and hybrid student affairs, especially in working with adult learners.

  • Knowledge of best practices and frameworks to increase adult learner development, persistence and completion rates


  • Responsible for own work

Additional Job Description

This position is based in Charlotte, NC

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.


Wake Forest University, formed in 1834, has experienced decades of growth and innovation.  WFU is a distinctive university that combines a liberal arts core with graduate and professional schools and innovative research programs.  The University embraces the teacher-scholar ideal, which prizes the personal interaction between students and faculty.  It is a place where exceptional teaching, fundamental research and discovery, and the engagement of faculty and students in the classroom and the laboratory are paramount.

Wake Forest University is a community that seeks the enlightenment and freedom which come through diligent study and learning. Its higher goal, however, is to give life to the University motto "Pro Humanitate," as members translate a passion for knowledge into compassionate service. The community shares a tradition that embraces freedom and integrity and acknowledges the worth of the individual. The heritage, established by the school's founders and nurtured by succeeding generations, promotes a democratic spirit arising from open-mindedness and discourse. Wake Forest fosters compassion and caring for others. Its collective strength and character are derived from the values and distinctive experiences of each individual; therefore, it affirms the richness of human intellect and culture and its contribution to knowledge, faith, reason, and dialogue. Furthermore, it strives toward a society in which good will, respect, and equality prevail. To that end, Wake Forest University rejects hatred and bigotry in any form and promotes justice, honor, and mutual trust.​

The University is comprised of:  the undergraduate college, Graduate School of Arts and Sciences, School of Business, School of Divinity, School of Law, and School of Medicine (located on the Bowman Gray campus with Wake Forest University Baptist Medical Center) and today enrolls about 4,846 undergraduates and 2,823 students in graduate programs at its principal location, the Reynolda campus.  Students at Wake Forest University enjoy a great deal of access to and interaction with world-class faculty both in and out of the classroom setting with a student-faculty ratio of 11:1.  Wake Forest employs approximately 2,772 full and part-time faculty and staff.

Wake Forest is a collegiate university offering a vibrant, intellectual community with a rich cultural life, an impressive array of facilities, and a strong athletics program competing in the fifteen-team Atlantic Coast Conference (ACC).  Since its founding, the university has adopted the motto “pro humanitate,” which is exemplified by a deep institutional commitment to public service and engagement with the world. Wake Forest has a strong commitment to holistic, eight-dimensional well-being for students, faculty and staff as evidenced in the Thrive initiative.

Winston-Salem, NC

Wake Forest is located in Winston-Salem, NC, a beautiful, mid-sized city centrally located in the Piedmont-Triad region of North Carolina.  Winston-Salem is a family-friendly city with high quality schools, numerous outdoor recreational activities and events, and is known for its vibrant and thriving arts scene.

Winston-Salem residents enjoy close proximity to the beautiful Blue Ridge Mountains (1.5 hours) and Atlantic beaches (4 hours), a moderate climate with four distinct seasons, a very reasonable cost of living, and an eclectic variety of restaurants, wine bars, and breweries for dining with friends and family.  Winston-Salem offers many of the amenities of a large city but with the sense of community and quality of life of a smaller town (

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