Director, Graduate Student Success (Promotional Opportunity Only)

UMass Lowell • Lowell, MA

20h • $94,293 - $122,581

About The Position

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position. The Director, GPS Graduate Student Success is a key member of the Graduate Student Services Team. This position is responsible for the development and maintenance of systems and best practices to build and support student academic success and retention and assists in meeting strategic objectives for persistence and timely graduation of the graduate student population.

Requirements

• Master’s degree in counseling, higher education, or related field
• Minimum of (10) years in higher education, preferably in graduate student enrollment or program management
• Experience supporting data-informed decisions.
• Experience using data analytics and predictive modeling to enhance enrollment strategies
• Track record of success utilizing a CRM for student caseload management experience.
• Demonstrated success in enrollment management.
• Demonstrated experience advising & supporting diverse students especially in areas related to academic pathways, persistence & retention, etc.
• Strong project management skills.
• Strong customer service skills.
• Ability to establish program priorities, monitor progress toward achieving program goals, and conduct assessment to evaluate program effectiveness.
• Demonstrated ability to work effectively both independently and within a team.
• Excellent interpersonal, organizational, and communication skills to provide direction in promoting and maintaining collaborative relationships with campus and external constituencies.
• Successfully manage multiple deadlines and competing priorities within a fast-paced environment.
• Ability to hold sensitive information, navigate complex situations, and advocate holistically for students.
• Knowledge of new developments and innovations in enrollment strategies in graduate education.
• Experience serving diverse student populations and a demonstrated commitment to racial justice, equity, and inclusion.
• Ability to drive change and deliver results in a complex, decentralized environment.
• Excellent communication skills (both written and verbal), including the ability to deliver dynamic and engaging presentations to large and diverse audiences.

Nice To Haves

• Excellent communication and interpersonal skills, and the ability to relate effectively with college students, university community, and other constituents.
• Problem-solving and decision-making skills
• Strong writing and proofreading skills desired
• Demonstrated leadership and conflict resolution skills
• Proven ability to work independently and collaboratively across units, sensitivity, and responsiveness to the needs of diverse constituencies is required.
• The ability to understand “the big picture” and to assist with the development of process and strategies to meet University goals and maintain University standards.
• Demonstrated success in delivering high-impact programs supporting graduate students
• SIS/PeopleSoft, Qualtrics experience
• Experience with digital event platforms
• Project management experience

Responsibilities

• Data and Reporting: Generate and analyze data to support enrollment and reenrollment initiatives and strategies for all master’s, graduate certificate, graduate non-degree, and non-dissertation doctoral students. Develop and streamline functions to support Division and unit objectives. Work with the Executive Dean, Director of Doctoral Student Services, academic departments and graduate coordinators to ensure both overall and program annual enrollment targets and priorities are being met. Work closely with the Executive Dean and Director of Doctoral Student Services on reporting and metrics critical to enrollment management, design, implementation, and delivery of orientations, and support services and events for graduate students at all levels. Develop surveys to evaluate effectiveness of programming, and overall graduate student experience, as well as continuity probability. Oversee the development and maintenance of clear degree pathways and advising reports for Master’s and graduate certificate programs. Assist with requests for data for AQUAD, NECHE, Division and other reporting as necessary.
• Academic Success- Enrollment and Retention: Develop and implement re-enrollment and retention strategies and approaches to maximize enrollment and retention of master’s, graduate certificate, graduate non-degree, and non-dissertation doctoral students. Work with GPS and university colleagues to ensure implementation of strategies are efficient and effective. Collaborate with colleagues across campus who share a role in helping to retain students; sharing best practices and approaches to maximize enrollment and retention. Manage a caseload of continuing students from initial enrollment through graduation, including, but not limited to facilitating communications and processes related to appeals, academic standing, graduation. Assign caseloads of continuing students to Graduate Enrollment Advisors. Develop and maintain best practices to build and support student academic success and retention, including early intervention. Meet strategic objectives for persistence and timely graduation of the graduate student population. Develop, oversee, and deliver a robust communications plan, including campaigns, journeys, and other communications to graduate students. Serve as point person for graduate students who present in crisis or with complex problems. Expand the early alert and anytime alert system usage. Conceptualize and deliver a case management-based Graduate Academic Success Program (GRASP). Document and maintain guides for graduate students and graduate coordinators. Utilize CRM to effectively communicate accurate information and effectively counsel students, faculty, and other constituents in a timely, professional and positive manner. Explore and expand community-building and belonging initiatives for all graduate students, and especially for online program learners. With the Director of Doctoral Student Services, oversee small scholarships program.
• Management, training, mentorship and special events: Exercise primary supervisory responsibility for professional staff in the GSS unit. Train, mentor, and evaluate GSS enrollment advisors, especially in case management systems and procedures. Foster staff professional development. Exercise primary supervisory responsibility for student employees in the GSS unit and assist with training/set-up for new Graduate Coordinators. Develop training and orientation materials and programs. Assist in the advising and support of the Graduate Student Association, providing assistance in such areas as professional development, organizational analysis, team building, strategic planning, leadership, time management, and problem resolution, Work with colleagues across campus to ensure that there is graduate student representation on high level task force and university committee assignments. Support the Graduate Ambassador program. With the Director of Doctoral Student Services, assist with the planning and implementation of the graduate Commencement ceremonies and events. Oversee budget for the unit.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager