Student Success Operations Manager

Meridian University•Santa Monica, CA

11d•Onsite

About The Position

Meridian University is seeking an experienced operations professional to lead student success at the operational level. This role is responsible for the systems, workflows, and direct interventions that determine whether students progress, successfully meet program requirements, and have a positive experience throughout their time at Meridian — from their first point of contact with advising through fieldwork completion and degree conferral. The right candidate thinks in terms of case quality, satisfaction outcomes, milestone velocity, and longitudinal student health — and builds the infrastructure to track and improve all of it. They bring the rigor of a high-growth environment and the judgment to apply it in an academic context.

Requirements

Bachelor’s degree required; master’s degree or higher strongly preferred
Experience in a student-facing, customer success, or case management role — with direct responsibility for outcomes, not just activity
Experience in a fast-moving organization such as a startup, growth-stage company, or similarly dynamic environment
Demonstrated ability to manage multiple concurrent workflows with precision, follow-through, and attention to detail
Comfort building and refining operational systems — not just working within them
Strong written communication skills; ability to correspond professionally with students, faculty, and institutional leadership
Self-management capabilities: independent workload ownership, visible systems, and proactive issue resolution

Nice To Haves

Experience in higher education — in an advising, student affairs, or academic operations capacity
Familiarity with student success metrics, NPS frameworks, or customer satisfaction infrastructure
Experience with Salesforce or a comparable CRM or case management platform
Background in process design, knowledge management, or operational documentation
Exposure to accreditation or compliance reporting in an educational setting
Experience coordinating across academic and administrative teams in a cross-functional structure

Responsibilities

Own the day-to-day operational infrastructure that supports student progression — advising workflows, case management, escalation routing, and resolution tracking
Monitor student health indicators across the enrolled population; identify at-risk students early and coordinate timely, appropriate intervention
Track and improve case resolution quality, response time, and student satisfaction outcomes across the team
Serve as a senior point of contact for students in complex or escalated situations, bringing both care and institutional authority to resolution
Oversee student progress through fieldwork, practicum, and capstone project milestones; proactively identify students who are falling behind and coordinate support
Maintain accurate, current milestone data across the active student population; use it to drive action, not just reporting
Coordinate with faculty supervisors and site coordinators to resolve fieldwork issues that require institutional follow-through
Support students through the administrative requirements of fieldwork placement, documentation, and completion
Design and maintain systems for measuring student satisfaction, engagement, and success outcomes — including NPS-style indicators, advising touchpoint data, and case closure quality
Analyze trends across the student population and bring findings forward with actionable recommendations
Close the loop on student feedback and complaints; ensure that patterns are surfaced and addressed at the operational level
Report on student success metrics to institutional leadership on a regular cadence
Coordinate across advising, academic affairs, and faculty to ensure students receive consistent, high-quality support at every touchpoint
Build and refine the processes that your team runs — document them, improve them, and hold the standard for how the work gets done
Identify gaps between what students need and what current systems provide; propose and implement solutions
Contribute to accreditation-related documentation and student outcome reporting as required