STUDENT SUCCESS MANAGER, Office of the Provost

Boston University Virtual (BUV) is a unit at Boston University focused on the creation and support of high-quality online degree and certificate programs. We are seeking a Manager of Student Success to work in collaboration with BUs Schools and Colleges to help students navigate their student journey and achieve their educational goals. The Student Success Manager will be responsible for providing guidance and support to BUs schools and colleges on the overall student success strategies and implementation and create a portfolio of resources and toolkits that can scale to support the online student journey for our portfolio of online offerings. This individual will work to establish common processes and procedures that support a robust and holistic student success experience for all online students. In addition, the manager of student success will also be responsible for monitoring student progress across schools and colleges and establishing metrics and dashboards to monitor student connections. The ideal candidate is experienced in the use of analytics tools (such as Power BI, Tableau), and is able to suggest and deploy strategic improvements based on these insights. Experience in managing student success strategies and milestones through the deployment of CRM and Admissions systems (e.g. Slate, WebAdmit, Salesforce) as well as Student Information systems is highly desired. The role reports to the Assistant Vice President for Enrollment Management and Student Success. Student Success Journey Mapping for Online Programs.

• Develop and implement a core online student success model that supports BUs schools and colleges in the ongoing support of online students.
• Work in collaboration with BUs schools and colleges to determine where best practices may already be in place and look at how to best leverage and scale resources and tools that can scale to support a portfolio of online programs.
• Offer support, as needed, for personal advising and guidance to online students, to best understand the current cycles and to augment the program needs for schools and colleges, as necessary.
• Establish criteria that are most important to online students and identify best ways to create success metrics in areas such as academic support, ongoing student journey collaboration, recommendations for continuing program or support enhancements, etc. •In collaboration with the BU Virtual technology team, play a key role in driving requirements and ongoing enhancements for the newly developed MY BU Virtual Campus, developed to provide a common destination for online students. Program Management (30%)
• Work closely with BUs schools and colleges to support the admissions teams creation of common student success processes for online students.
• Develop a playbook and set of resources that support the student success journey and can be easily accessible to all schools and colleges. •Identify the areas that can benefit from regular reporting to inform enhancements to the overall student success process. •Play a key role in bringing together student success coordinators across BUs schools and colleges to leverage best practices and enhance opportunities for student success.
• Ensure that learnings are regularly shared with stakeholders across BU Virtual as well as leaders in BUs schools and colleges. •Serve as a liaison and collaborator with other student success and enrollment management staff at BU Virtual to determine where there are opportunities to introduce new models and approaches to drive success. Communication and Collaboration (30%) •Collaborate with BUs Schools and Colleges to create a successful model that provides central support but with flexibility for the schools and colleges.
• Support schools and colleges with student success needs, as necessary, and assist in the interviewing or recruitment of new staff members, as identified by the schools and colleges.
• Design and implement an onboarding process for new Student Success team members.
• Play a key role in supporting BUs schools and colleges in the onboarding of student success strategies when online programs are launched.
• Lead training and general support initiatives to support staff in BUs schools and colleges in areas such as data-driven decision-making, student engagement, and effective communication.

Required Skills

Minimum Qualifications:

• Bachelors degree; Masters degree in Education, Counseling, Student Affairs, or a related field preferred.
• 7-10 years of experience, with at least 5 in student services, academic advising, or a related area, preferably within an online or higher education setting. Experience working in a large matrixed environment is desirable.
• Demonstrated experience in developing and implementing student success initiatives that have resulted in high student satisfaction.
• Strong understanding of the unique challenges and opportunities associated with online education inside of a large R1 university.
• Excellent interpersonal, communication, and organizational skills.
• Proficiency in data analysis and the use of CRM and student information systems to track and report on student progress.
• Ability to work collaboratively with a diverse range of stakeholders, including students, faculty, staff, and external partners. Preferred Qualifications:
• Experience with learning management systems and other educational technologies commonly used in online education. •Knowledge of financial aid processes, admissions and student success resources available to support students in higher education.
• Familiarity with best practices in student retention and success strategies within an online learning environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.