Continuing and Professional Education (CPE) at The New School unit offers year-round academic programs aimed at both the adult and K-12 markets, on campus and through non-traditional delivery methods. Currently, CPE serves over 5,000 students of varying ages (youth, teen, and adult) and pathways (noncredit, certificate and credit). Reporting to the Senior Director of Operations and Administration, the Senior Manager of Student Services and Support will be responsible for the management, development, and quality of student services for CPE with a critical focus on the retention of students and program completion. The Senior Manager will serve as the primary point of contact for enrolled students with regards to all manner of inquiries and requests for support.
The ideal candidate will possess an understanding of trends in higher education and a dedication to customer service, demonstrated in their approach to deliver services that meet the needs and expectations of todayâ™s nontraditional student. The Senior Manager will, in collaboration with CPE leadership, research, design and implement best practices for student services for schools of continuing, professional, online, and pre-college education.
The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment.
Provide direct oversight and manage support requests and processing for CPE students related to registration and student accounts, including but not limited to schedule design, registration, billing, refunds, enrollment status change, coding, and internal and external reporting.Â
Manage and provide comprehensive advising services with tailored approaches for CPE students (noncredit, credit and degree seeking) including completion plans and graduation reviews, for the achievement of individual academic, career, and personal plans/goals; align with the universityâ™s Student Success office for best practices for CPE.
Take independent action based on situation analysis to escalate issues within areas of responsibility and to troubleshoot and respond to operational issues needing resolution.
Develop and lead initiatives that promote CPE student persistence, including tailored outreach to students, communication with faculty regarding at-risk students, and referrals to university student support services.
Exercise impeccable discretion to implement university and CPE program specific policies with respect to student status by evaluating and adjudicating various requests such as but not limited to course substitutions, transfer credits evaluation, advanced placement, and limited policy exceptions.
Support the work to design systems to document CPE student interaction and relevant information in a timely manner with leadership and university stakeholders; maintain and update CPE student records, data, and certificate audits, in university student information systems (Destiny One, Banner, future CRM, etc.) accurately and in adherence to policies.
Lead program orientations and welcome enrolled students; plan, draft, and deploy communication to students about policies and resources.
Work closely across CPEâ™s operations, academics, enrollment services, and marketing teams to ensure student needs, feedback, pain points, and opportunities are captured and evaluated.Â Â
Develop and implement strategies in collaboration with CPE leadership and university partners that support the improvement of student services for the CPE students.
Effectively work within multiple databases and student platforms, present observations and data,Â and continue to enhance knowledge and proficiency in cutting-edge technologies to support caseload management.
Perform other duties as assigned.
Bachelorâ™s degree and three to five years student or customer service experience preferably in higher education.
Excellent written and verbal communication skills.
Strong interpersonal skills and proven ability to communicate professionally and effectively with various student populations (pre-college, adult, professional, executive).Â
High level of computer proficiency in Google Workspace, MS Office Excel, Banner, Destiny One, Tableau, Zoom.
Ability to work well under pressure, take initiative, and follow-through on multiple tasks while maintaining a high degree of accuracy, speed and poise.
Mature judgment and creative problem solving skills.
Available to work some evening and weekend hours and on campus in summer.
Ability to adhere to university COVID-19 policy.
Experience working in student services in a higher education institution.
Familiarity with the professional development and the competitive landscape of continuing education.
Hybrid/Remote - Employees hired for this position primarily work remotely with the occasional on-campus presence required with advanced notice. Employees in this role will also be expected to use their best judgment to be on campus when necessary in order to best fulfill the responsibilities of their job descriptions.Â
The New School, a leading university in downtown New York City, offers degree and nondegree academic programs in design, the social sciences, the liberal arts, management, the arts, and media. Students benefit from small classes, superior resources, and renowned faculty members who practice what they teach. Continuing education courses and public programs place the university at the center of New York’s cultural and intellectual life.