Associate Director, Academic Operations

Job Ref:
10017250

**Location**:
Kaiserslautern (Staff)-Germany

Category:
Advising and Enrollment

Type:
Full time

**Associate Director, Academic Operations & Student Services**

**UMGC Europe**

**Location**: Kaiserslautern, Germany

**Overseas Regular, Full-time, Grade 006**

The Associate Director, Academic Operations & Student Services reports to the Assistant Vice President, Academic Operations & Student Services. The Associate Director is responsible for managing the day-to-day operations for admissions, enrollments, military portals, financial aid, veterans' benefits (VA), and other areas of specialization in Student Services. Knowledge of the duties and tasks of each specialization will be essential. With this knowledge, the Associate Director will be able to provide direction, training, and coaching for staff to ensure the office is providing the highest quality of service to students and staff. The Associate Director, dependent on the division, will also be the primary liaison for advising related activities and content knowledge and share best practices with all regions and departments in the division, as well as with other GMO divisions to ensure that students are provided with a sound academic program of study and guidance toward their educational goals. Work is on-site at the overseas headquarters building. Occasional TDY travel to education centers might be required.

**SPECIFIC RESPONSIBILITIES INCLUDE**:

- Supervise and manage the Student Services staff while creating a professional and efficient office atmosphere
- Ensure that each Student Services Coordinator develops and maintains training for his/her area of specialization and provides training for field staff as needed. Cross-training of the Student Services coordinators specialization areas is considered a best practice, for the highest level of customer service.
- Serve as a liaison with the admissions office, academic operations office, military partnerships, and other offices with which the Student Services Coordinators interact with Worldwide
- Monitor and provide second-level responses for resolutions for escalated SalesForce cases and issues for the Student Services Coordinators areas of specialization
- Monitor and evaluate productivity and quality of work of the Student Services Coordinators to maintain performance metrics designed to maximize efficiency and data integrity
- Evaluate the academic advising team for accuracy and consistency and recommend changes as necessary to provide guidance in course and program selection, increasing student participation, retention and satisfaction
- Train newly hired Academic Advising staff on program and academic content to provide quality evaluation of transfer credit, military credit, and foreign-earned credit as well as provide continuous quality improvement and refresher training to current Academic Advisors
- Ensure training for newly hired field staff and continuous quality improvement training for current field staff and field leadership for the various areas within Student Services (Admissions Services, Academic Operations, Military Portals, Financial Aid, and Veterans' Affairs) through the development and maintenance of training presentations, reference materials and structured training programs
- Coach, mentor, and evaluate staff members for quality assurance and recommend adjustments
- Assist with the training of the faculty and field staff on policy, program, and curriculum changes within Academic Affairs in conjunction with the Associate Director, Academic Affairs
- Support retention efforts to develop initiatives in collaboration with Enrollment Operations and Faculty to enhance and improve student success and retention
- Ensure that published information about Student Services resources, academic plans, programs, and testing information is accurate and up to date for current and prospective students
- Assist with the production of the annual undergraduate and graduate catalogs by reviewing policies and program contents
- Ensure continuous compliance with all the federal and institutional regulations.
- Perform other job-related duties as assigned.

**REQUIRED EDUCATION AND EXPERIENCE**:

- Bachelor's degree from a U.S. regionally accredited institution or foreign degree equivalent
- Minimum three years of supervisory/management experience and working in team environment
- Must possess a high level of initiative as well as attention to detail.
- Excellent customer service skills and commitment to customer service
- Excellent analytical, administrative, organizational, and communication skills both written and oral
- Ability to work in a fast-paced and complex environment
- Ability to prioritize and manage multiple tasks, lead dynamically, and manage and motivate others

**PREFERRED EDUCATION AND EXPERIENCE**:

- Master's degree from a U.S. regionally accredited institution or foreign degree equivalent, familiarity with the University's academic policies and programs and f