Student and Client Services Manager
The Office of the Vice Provost for Teaching and Learning is seeking an energetic, pro-active Student Services Manager to help manage support of its graduate education programs. Stanford graduate students are globally based working professionals that participate in a range of online and on-campus graduate education programs that upon completion lead to a Stanford Master’s Degree or Graduate certificate.
This is an exciting opportunity for someone with student services experience who wants to develop their skills and work cross functionally with Stanford students, faculty, and staff. The emphasis of this role is on providing organized and effective program support in all areas of student services with the aim to provide faculty, staff and students with the highest professional support standards. These principles make this position an intensely creative and rewarding team-centric environment to work within.
This dynamic role will focus on interpreting and administering university policies and procedures regarding program applications, course advising, enrollment requirements, tuition payments and other academic support services. This position will contribute toward the analysis and evaluation of graduate student enrollment data to support the development of academic education programs and will assist in the review of program campaign/outreach communications. This role will manage the advancement of student support processes/technology and will be required to engage, learn and actively collaborate within the University-wide student services community. Experience with student services, higher education systems, and technologies is preferred
Responsible for making recommendations and resolving first level decisions on issues regarding admission, financial aid, housing, registrar services, visa services, student life, advising, career counseling and academic services using defined policies and practices and professional knowledge. Provide advice to students on a range of issues to guide them in making appropriate choices and decisions.
- Oversee, review and administer student records by analyzing data, counseling students and providing recommendations that require interpretation and influence decisions. Make exceptions on issues of eligibility, course enrollment and program requirements.
- Develop recommendations and collaborate with staff, faculty and other offices to resolve programmatic issues within the school and across functional units, (such as strategizing to ensure optimal enrollment).
- Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, career plans, accessibility, community standards, etc., to guide them in making appropriate choices and decisions.
- Apprise students of research, fellowship and scholarship opportunities. Participate in related student recruitment and selection.
- Provide first line response to identify students in crisis and refer to appropriate resources, as needed.
- Collect and analyze data from multiple sources including student feedback, surveys, trend reports, and data analytics. Prepare and summarize reports and make recommendations to enhance offerings, such as programs and courses and to influence current processes and policies.
- Develop, analyze, influence and review, policies, processes and programs by incorporating feedback and trend data learned from first-line interactions with students. Advise manager and team on policy updates and provide recommendation for implementation of changes.
- Identify trends, perform needs analysis, and participate in the implementation and testing of new technology.
- May develop marketing materials and strategies for program activities and outreach functions. Assist in planning and developing webinars, education fairs and other external functions.
- May provide oversight with the administration of financial processes such as financial reimbursements, data entry, reviewing terms and conditions regarding contracts, understanding vendor requirements, and following up and resolving issues.
* - Other duties may also be assigned
Education & Experience:
Bachelor’s degree and two years of relevant experience, or combination of education and relevant experience.
Knowledge, Skills and Abilities:
- Strong written and verbal communication skills.
- Basic computer skills, including experience with Microsoft Office Suite.
- Basic analysis and problem solving skills.
- Customer service skills.
- Relevant computer systems/technology experience.
- Understanding of financial transactions.
- Ability to learn and understand compliance with legal, financial, and university policies and external regulations.
Certifications and Licenses:
- Frequently sit, perform desk-based computer tasks.
- Occasionally stand, walk, twist, use fine manipulation, grasp, use a telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.