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Student Support Concierge Manager
Kentucky State UniversityStudent Support Concierge Manager overseeing support services for online students. Responsible for monitoring student success and coordinating support across University departments.
About the role
Key responsibilities & impact- Under the general direction of the Director of Online Education, provides leadership, supervision, and operational oversight of the Student Support Concierge (SSC) team serving online students.
- Responsible for establishing service standards, supervising staff, monitoring student success initiatives, analyzing operational data, and coordinating student support services across University departments to promote student retention, persistence, and academic success.
- Exercises independent judgment in resolving complex student concerns, improving operational processes, and ensuring consistent, high-quality support for online learners.
- Serves as the primary liaison between the Student Support Concierge team and the Office of Online Education and is responsible for maintaining effective communication, performance accountability, and continuous service improvement.
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- 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.
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 AnalysisService Standards EstablishmentStudent Success Initiatives
Soft Skills
Effective CommunicationProblem SolvingIndependent JudgmentTeam Supervision