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Student Support Concierge Manager
Kentucky State UniversityStudent Support Concierge Manager providing leadership and oversight over student support concierge team for online students. Recording performance metrics and promoting retention with Kentucky State University as the employer.
About the role
Key responsibilities & impact- Provides leadership, supervision, coaching, and performance management for Student Support Concierge team members.
- Recruits, trains, mentors, and evaluates Student Support Concierge staff, including onboarding new employees and supporting ongoing professional development.
- Coordinates staff assignments, caseloads, work schedules, and service coverage to ensure timely and consistent student support.
- Develops, implements, and continuously evaluates standard operating procedures, workflows, and service standards to improve operational effectiveness.
- Serves as the primary liaison between the Student Support Concierge team and the Director of Online Education by communicating operational updates, escalating complex student concerns, and reporting performance metrics.
- Facilitates regular staff meetings, training sessions, and collaborative planning activities.
- Provides direct support to online students by assisting with course registration, academic planning, and navigation of University processes.
- Advises students regarding course selection, degree progress, and available academic support resources within the scope of University policies.
- Coordinates referrals to appropriate University offices, including the Registrar, Financial Aid, Academic Affairs, Student Affairs, and other student support services.
- Monitors student academic progress and proactively identifies students who may benefit from additional outreach or intervention.
- Maintains regular communication with assigned students to support persistence, retention, and successful degree completion.
- Ensures accurate and timely documentation of student interactions using University-approved systems.
- Monitors team compliance with applicable federal and state laws, University policies, and student privacy requirements, including FERPA.
- Collects, analyzes, and reports operational data related to student engagement, retention, service delivery, and team performance.
- Collaborates with University departments to improve student services, streamline processes, and enhance the online student experience.
- Maintains effective working relationships with faculty, staff, students, and external partners.
Requirements
What you’ll need- Master's degree from an accredited institution is required.
- Minimum of two (2) years of progressively responsible experience in student services, academic advising, online education, higher education administration, or a related field is required.
- Supervisory or team leadership experience is preferred.
- Experience supporting online students in a higher education environment is preferred.
- Experience using Banner or similar student information systems and customer relationship management software is preferred.
- Demonstrated ability to effectively communicate with students using telephone, email, video conferencing, and other virtual communication technologies.
Benefits
Comp & perks- Occasional travel to Kentucky State University may be required for meetings, training, and other University business.
- Requires prolonged periods of computer use and frequent communication by telephone, email, and video conferencing.
- Occasional evening or weekend work may be required to support students, staff meetings, or University initiatives.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Student ServicesAcademic AdvisingOperational EffectivenessPerformance ManagementStudent EngagementRetention StrategiesWorkflow DevelopmentCompliance MonitoringDocumentation ManagementReferral Coordination
Soft Skills
CoachingMentoringCollaborationProblem-SolvingInterpersonal Skills
Certifications
Master's Degree