Associate Director, Student Experience

New York University•New York, NY

2d•$80,000 - $100,000•Onsite

About The Position

Reporting to the Executive Director of Online Program Operations, this position will provide management and leadership for case management and student outreach initiatives for students enrolled in Steinhardt's online programs. Student Experience supports students by connecting them to resources, developing action plans to meet their goals, and by helping them navigate complex and challenging situations from admissions through graduation. The Student Experience team offers outreach and guidance to prospective students throughout the admissions process and, once enrolled, creates an inclusive and welcoming environment for students to develop skills in self-awareness, self-advocacy, resilience, and navigation, to maximize their NYU experience and thrive in a complex learning environment. Working in close collaboration with colleagues across the Offices of Graduate Admissions and Student Affairs, this position will work with the Director of Graduate Admissions, Assistant Dean of Advising and the Senior Director of Advising and Student Success to lead the Student Experience team. Specifically, this position will be tasked with leading the team’s day-to-day operations, including proactive outreach campaigns and 1:1 case management in order to ensure that all students are assisted, supported, and have an advocate when experiencing a broad range of issues, concerns, or challenges. This position will be the direct supervisor of a team of full-time Student Experience Administrators and will be the point person to supervise the daily work of this team and support their professional development and growth. As such, the person in this role will be required to employ the best practices of inclusive leadership and high-performing teams. The Assistant Director will also work in tandem with the Offices of Graduation Admissions and Academic Affairs to advise and assist with the development, execution, and evaluation of strategic processes and initiatives designed to maximize enrollment yield and foster student success and retention, while fully supporting the mission, vision, and values of New York University.

Requirements

Bachelor's Degree
5+ years full-time/professional staff management experience
At least one year of full-time experience in case management or student support services in an education setting, or an equivalent combination of education and experience
Broad understanding of case management in the higher education setting, and within a large decentralized institution specifically
Understanding of how to develop campaigns and partnerships that influence student behavior and overall success
Understanding of current research, including promising practices in student success and retention, student transition and development, and community and belonging
Knowledge of federal regulations regarding FERPA, HIPAA, and the privacy of student records/information
Excellent written, oral and interpersonal communication skills with faculty, students and administrators across the entire University community, including students and their families, faculty, advisors, and other administrators
Strong skills in the areas of conflict resolution, problem solving, and ability to analyze complex situations
Excellent interpersonal communication skills and proven ability to develop collaborative relationships among various constituents
Solution-focused approach to addressing a myriad of student concerns and care responses
Demonstrated commitment to diversity, belonging, and inclusion
Ability to work with a wide range of constituencies (staff, students, faculty, parents, and administrators) with diplomacy and tact
Experience providing consultation to university faculty, staff, students and administration
Excellent judgment and experience managing confidential and sensitive information
Proven ability in assisting people in unbiased reflection on behavior, decision-making, and community membership
Collaborative spirit of warmth, acceptance, respect and team-oriented approach to problem solving
A demonstrated ability to excel in a diverse environment
A strong customer service background
A student-centered mindset

Nice To Haves

Master's Degree preferably in counseling, social work, higher education or related fields
Experience supporting diverse student populations facing complex academic, personal, social and financial issues
Experience developing KPIs and other success indicators and assessing impact
Experience managing a team
Working knowledge and/or experience with PeopleSoft and/or EAB/Starfish
General knowledge of various student retention models and the means by which to assess those models

Responsibilities

Provide management and leadership for case management and student outreach initiatives.
Connect students to resources, develop action plans, and help them navigate complex situations.
Offer outreach and guidance to prospective students.
Create an inclusive and welcoming environment for students to develop skills.
Lead the team’s day-to-day operations, including proactive outreach campaigns and 1:1 case management.
Supervise a team of full-time Student Experience Administrators, supporting their professional development and growth.
Employ the best practices of inclusive leadership and high-performing teams.
Advise and assist with the development, execution, and evaluation of strategic processes and initiatives to maximize enrollment yield and foster student success and retention.