Manager – Office of Academic & Community Standards

Manager – Office of Academic & Community Standards

Requirements

• Experience in higher education, particularly work with student conduct, policy and/or exceptions
• Highly organized, detail-oriented, and adept with technology
• Background with remote work and managing remote employees
• Strong business acumen and sound decision-making ability
• Self-starter who thrives in a fast-paced environment with minimal supervision
• Proven ability to manage employee performance and influence organizational change
• Understanding of legal aspects associated with higher education decision-making
• Adept at negotiation, conflict resolution, and de-escalation
• Ability to build and maintain positive relationships with diverse stakeholders
• Proven ability to manage multiple priorities under tight deadlines while balancing organizational and learner needs
• Familiarity with best practices and common procedures in the higher education industry
• Ability to create vision, navigate change, embody trust and motivate staff
• Evidence of exceptional written and verbal communication skills with the ability to create clear presentations for various audiences
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Visio), Outlook, PeopleSoft or other student information, CRM and Learning Management systems and tools
• Demonstrates a sense of urgency and employs strong critical reasoning skills
• Stays informed of external market trends and identify potential challenges and opportunities

Responsibilities

• Support team in delivering final decisions on escalated appeals, representing the Office of the President
• Identify and address potential consumer action vulnerabilities, researching root cause and implementing corrective actions
• Identify, research, propose and champion improvements to institutional processes and policies, in alignment with the OACS mission
• Oversee responses to executive-level and third-party complaints, ensuring consistent and appropriate handling
• Lead root cause analysis to identify and address operational gaps, optimizing learner experience and reducing costs
• Function as a key manager within the Registrar’s Office, participating in cross-functional committees and workstreams as appropriate
• Identify needs and spearhead projects that ultimately improve communication with learner and staff, clarify processes and policies or improve workflow efficiency and effectiveness
• Collaborate across the organization to establish best practices in risk mitigation and appeals resolution
• Recommend process improvements based on data analysis and stakeholder needs
• Champion learner success by advocating for fair and effective processes
• Ensure communications and records of OACS actions are confidential and appropriately stored in the learner record
• Foster a culture of conflict resolution within the organization
• Support OACS team members by providing clear direction, fostering professional growth, and establishing individual development goals and plans
• Conduct performance evaluations, manage talent, and cultivate a skilled, collaborative, cohesive and high functioning team
• Exhibit ability to understand complex and sensitive student situations and provide staff guidance on best path forward
• Empower direct reports to provide consistent and superior leadership across the organization
• Oversee and streamline workflows within the OACS team, implementing regular check-ins and ensuring effective reporting mechanisms
• Cultivate a data-driven culture by fostering the use of dashboards and tracking tools
• Manage and support university and team projects, including those related to academic integrity, Code of Conduct, crisis protocols, student loan repayment, public relations, and Higher Learning Commission compliance
• Champion continuous improvement through ongoing analysis and process optimization
• Lead the implementation and on-going management of strategic initiatives to improve learner experience and mitigate risk
• Empowering frontline staff to efficiently resolve complaints and reduce resolution time
• Establishing and leading a dedicated Learner Relations Team (LRT) to address escalated issues, provide departmental consultation, and conduct root cause analysis
• Streamline complaint intake and resolution processes, improve identification of escalated issues, and ensure consistent documentation and resolution tracking
• Analyze team climate surveys and implement strategies to enhance morale and well-being
• Monitor and refine team health metrics, ensuring alignment with university goals
• Facilitate conversations about team mission, culture, and navigate challenges through support circles and effective communication
• Conduct SWOT analyses to identify strengths, weaknesses, opportunities, and threats for the team and departmental workflows
• Engage with other Registrar’s Office staff to integrate team members as a cohesive department
• Manage hiring, onboarding, training, and offboarding processes for team members
• Address individual and team needs related to IT support, system’s access, time off requests, recognition programs, workload balance, and team dynamics
• Develop and strengthen relationships with internal partners (e.g., FAST, Residency, Advising) to streamline processes
• Engage staff in team-building activities to enhance collaboration and communication
• Facilitate information sharing and collaboration with other teams to ensure efficient problem-solving
• Support staff in identifying and engaging in professional development opportunities
• Pursue and engage in personal professional development opportunities through training, conferences, and online courses, particularly those that have direct connection to student conduct and higher education administration work

Preferred Qualifications

• Doctorate preferred