Student Support Manager

Manchester, Hillsborough County
Mar 18, 2014

College for America (CfA) at Southern New Hampshire University is dedicated to radically expanding access and improving the quality of higher education through low-cost, competency-based college degrees that are more relevant in the workplace. We partner with companies and nonprofits nationwide to offer their employees a rigorous, competency-based curriculum of projects and real-world learning instead of lectures and credit hours. CfA is the first program of its kind to be approved by a regional accreditation agency and approved by the Department of Education for Title IV financial aid support.

SNHU is the fastest-growing nonprofit University in the country, with a history of innovation in higher education that has been recognized by Fast Company’s “Most Innovative Companies in the World” list (#12) and was recently named “the Amazon of higher education” by Slate.

This critical role, a key member of the Partnership Development Group, requires an energetic manager who can develop and execute the strategy for student support services. As both a manager and individual contributor, the incumbent will create the support services infrastructure and then build a team. This is a rare opportunity to join and scale a rapidly growing educational organization passionate about making higher education available to all working adults.

Specific challenges will include:

•Creating and executing a low-cost, scalable, repeatable and effective student support strategy to ensure students get the support they need when they need it throughout their experience from admission through alumni

•Defining, implementing, managing and measuring support processes

•Establishing, measuring and communicating support metrics

•Developing and managing support tools

•Coordinating with multiple stakeholders (internal and external to CfA)

•Creating and curating support content (FAQs, How-tos)

•Responding to support calls, emails and tickets

•Improving student support by monitoring metrics, analyzing results and implementing changes

•5+ years of managerial, supervisory, and/or demonstrated leadership experience

•5+ years of direct customer service, support, or operations experience

•Demonstrated project management skills

•Process development and improvement experience