Assistant Director of Online Student Support and Retention

Louisiana State University

83d

About The Position

The Assistant Director of Student Support and Retention is responsible for enhancing the retention of current students within LSU Online and Continuing Education's fully Online programs. This position reports to the Director for Student Support and Retention and assists in providing leadership support to all Retention teams while also managing a team of Retention Managers. The Assistant Director is responsible for developing and implementing retention strategies, creating appropriate KPIs, monitoring performance, assisting with training managers and teams, and ensuring on-target achievement of retention goals. The Assistant Director will work closely with Student Support and Retention Leadership to ensure proper training and strategy execution for the retention team. The Assistant Director utilizes technology systems for automation, tracking, and coaching, including the CRM, SIS, text, and email systems. This position also plays a pivotal role in planning and executing retention strategies and supporting shared services initiatives aimed at enhancing the Online student experience. The Assistant Director will collaborate closely with various departments to ensure effective student engagement and support.

Requirements

• Bachelor's degree with 3 years of experience.
• 3 years or more of experience in student support or online program retention operation.
• 3 years or more experience with a CRM.
• Experience within higher education.
• Field participation and cutting-edge field knowledge for current retention practices for fully online programs.
• 1-2 years experience leading and developing teams in a higher education retention environment.

Nice To Haves

• Master's degree with 5 years of experience.
• 4 years of experience with an online higher education student support and retention Online program.
• 4 years or more experience with a CRM.
• Experience with auto-dialer and automated marketing.
• Field participation and cutting-edge field knowledge for current retention and enrollment practices for fully online programs.
• 4 or more years of leading and developing teams in a student support/retention environment.

Responsibilities

• Lead and mentor a team of retention professionals, providing guidance, training, and performance evaluations to ensure the team's success in meeting yield, retention, and enrollment goals.
• Collaborate with teams across the family of LSU institutions, managing teams that recruit Online students for LSU A&M, LSUA, LSUE, LSU Nola and LSUS.
• Work in the University retention-related systems, including Salesforce and other systems.
• Monitor performance in these systems, and collaborate closely with OCE IT to ensure the creation of appropriate dashboards and reporting, and the creation of automations in support of scale.
• Be a training resource for new managers and will assist with manager and Student Success Coach development.
• Collaborate with the Director to create and implement comprehensive retention strategies to attract a qualified pool of Online students.
• Monitor market trends and competitor activities to inform retention strategies.
• Work closely with the Director and other stakeholders to enhance the Online student experience.
• Implement initiatives to improve student retention, satisfaction, sense of belonging and overall success.
• Analyze retention data and metrics to track progress and identify areas for improvement.
• Use data-driven insights to optimize retention efforts and make informed decisions.
• Oversee the admissions process for Online students, ensuring efficiency and a seamless experience for students.
• Collaborate with support staff to streamline processes and ensure timely communication with students.
• Foster strong collaborative relationships with academic departments, advising teams, and other university stakeholders to align support efforts with program offerings and university goals.
• Prepare regular reports on retention activities, outcomes, and overall performance.
• In support of shared services, maintain documentation of retention processes, goals, and outcomes.
• Some travel and other duties may be assigned.

Benefits

• Health, life, dental, and vision insurance.
• Flexible spending accounts.
• Retirement options.
• Various leave options.
• Paid holidays.
• Wellness benefits.
• Tuition exemption for qualified positions.
• Training and development opportunities.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree