Associate Director, Bucks Online - Student Support

Bucks County Community College•Newtown, PA

10d•Onsite

About The Position

The Associate Director, Bucks Online - Student Support provides leadership for the services, technologies, systems, and operational processes that support effective technology-enhanced teaching and learning at Bucks County Community College. The Associate Director serves as a key resource for students using the College's Learning Management System (LMS) and related educational technologies and will work collaboratively across Academic Affairs, Student Affairs, Enrollment Management, Registrar’s Office, Information Technology, and other areas to ensure reliable, accessible, and effective learning experiences. The position combines leadership in student support for digital learning operations, learning management system administration, systems integration, problem solving, communication, data analysis, and continuous improvement. The Associate Director identifies barriers affecting teaching and learning, coordinates solutions across organizational and technological boundaries, develops support resources and processes, and contributes to institutional initiatives involving educational technology.

Requirements

Bachelor’s degree required.
Three to five years of related professional experience in online learning, educational technology, learning systems administration, instructional support, or a closely related area.
Experience providing functional administration or advanced support for an enterprise learning management system; Canvas experience is preferred.
Experience diagnosing complex technology issues and coordinating resolutions across academic, administrative, information technology, and vendor partners.
Experience supporting LMS functions such as user access, enrollments, course availability, permissions, integrations, upgrades, and system testing.
Knowledge of online, hybrid, and technology-enhanced learning practices and the support needs of students and faculty.
Knowledge of digital accessibility standards and experience developing accessible technology resources, documentation, or services.
Experience supervising employees, coordinating staff coverage, and establishing operational priorities and service expectations.
Experience using support, enrollment, engagement, or systems data to evaluate services, identify recurring issues, and improve operations.
Excellent communication, collaboration, project management, analytical, organizational, and interpersonal skills, including the ability to explain technical information to individuals with varying levels of technological proficiency.

Nice To Haves

Master’s degree in higher education administration, instructional design, information systems, or a closely related field preferred.

Responsibilities

Serve on the team of functional administrators for the College's LMS, currently Canvas. Oversee processes related to user access, enrollments, course availability, extended access, resource spaces, and other administrative functions within the LMS.
Diagnose and resolve complex LMS and integrated-technology issues that cannot be resolved through standard support channels.
Participate in testing, implementation, documentation, and evaluation associated with new systems, integrations, upgrades, and technology transitions.
Monitor emerging technologies and recommend tools, processes, or enhancements that improve teaching, learning, support services, or operational efficiency.
Maintain appropriate system documentation, administrative procedures, workflows, and business-continuity resources.
Collaborate with Bucks Online & CTL leadership, instructional designers, faculty, and academic leadership to strengthen the quality and consistency of the student learning experience.
Support the implementation of institutional expectations and practices for course delivery, including accessibility, student engagement, and effective use of learning technologies.
Maintain current knowledge of College academic processes, policies, programs, services, and technologies affecting online learning.
Contribute to initiatives addressing student success and retention.
Collect and analyze support, enrollment, engagement, systems, and other available data to identify opportunities for service and process improvement.
Establish methods for assessing service quality and identifying operational, procedural, and technological barriers that affect online teaching and learning; use findings to develop interventions to improve the effectiveness and efficiency of support services.
Monitor and evaluate the effectiveness of interventions, recommending adjustments and additional strategies to support student success.
Develop, document, implement, and continuously improve workflows supporting learning systems operations.
Provide leadership for the daily operations and student support services of Bucks Online.
Provide leadership during high-volume periods such as semester starts, accelerated sessions, winter and summer terms, and major technology changes.
Supervise assigned online learning support personnel and establish clear expectations, priorities, workflows, and service standards.
Establish staffing and coverage plans that ensure reliable support during established service hours, high-demand periods, and campus events.
Promote a collaborative and service-oriented work environment in which employees are empowered to solve problems and contribute ideas for improvement.
Ensure sufficient documentation and cross-training to support continuity of essential functions.
Manage multiple projects and operational priorities simultaneously while ensuring timely completion of critical responsibilities.
Develop and coordinate communications regarding Bucks Online services, technologies, resources, system changes, and processes.
Develop and deliver presentations, orientations, demonstrations, workshops, and informational sessions for students.
Collaborate with Bucks Online & CTL colleagues to identify training and professional development needs associated with educational technologies to support student success.
Represent Bucks Online & CTL at orientations, Open Houses, faculty events, enrollment activities, College programs, and other institutional or community events.
Promote awareness and effective use of available learning resources and support services.
Establish and maintain effective, responsive, and accessible support services and resources that promote student success and help students successfully navigate online learning environments.
Work collaboratively with instructional designers, student-support personnel, academic deans, faculty, and other College partners to address issues affecting course delivery and student’s effective use of learning technologies.
Ensure students receive clear, consistent, and timely information regarding system changes, technology requirements, known issues, and available support.
Develop, maintain, and ensure the accessibility of accurate, current, and easy-to-understand resources for students, including information provided through College websites, the LMS, educational technologies, tutorials, FAQs, orientation materials, process guides, knowledge-base content, and other support resources.
Monitor and manage the student support ticketing system, providing timely responses, coordinating resolutions, and following up as needed to ensure students receive appropriate support.