Director, Student Services

Job Summary

A full-time position in the College of Nursing and Health Professions (CNHP), the Director of Student Services will provide vision, planning, coordination, supervision and evaluation of student success related to student support services as well as oversee the leadership team in running all day-to-day operations of the student services department.

Essential Functions

• Develop and implement the Student Services department's strategic plan, creating clear, thoughtful, and attainable goals that support the college’s strategic imperatives, vision, and mission.
• Solicit, collect, interpret, and synthesize student data to help inform college strategic initiatives and improve student services and satisfaction.
• Utilize multiple university data sources and tools to develop and maintain comprehensive early warning and action processes to identify and assist students experiencing academic difficulty.
• Develop and implement assessments of student engagement, satisfaction, and service utilization within the college.
• Maintain a strong working knowledge of the student development field; apply and share knowledge to produce fundamentally sound and creative solutions to address and anticipate all student needs.
• Oversite, development, and evaluation of the Students Services team to optimize operations, maintain continuous development, maintain consistency across teams and with general university practices, and ensure excellence of service, enhancing the student experience at Drexel.
• Ensure the maintenance of students’ academic records and program progression in collaboration with CNHP academic departments and leadership; recommend operational and curriculum adjustments when necessary to ensure successful and timely degree completion.
• Student Concern Management
  • Manage the college's official student grievances and appeals processes and assist academic department and college leadership in vetting student issues.
  • Track and maintain awareness of all student grievances and concerns brought to the attention of Student Services. Ensure the timely and satisfactory management and reconciliation of all student concern matters. Escalate appropriate student grievances and appeals to the academic department, college, and university leadership as necessary for further consideration and follow-up.
  • Ensure that the Student Services department staff can make referrals to other University resources, such as counseling, Drexel Central, the Office of Disability Resources, etc., and that they do so appropriately.
  • Act as the college's central student policy and procedure resource, assisting and consulting with academic department and college leadership on matters of student concern when necessary. Provide guidance and support to all parties during meetings with students when requested.
  • Maintain records of the frequency, magnitude, and variation within the college’s student appeals and grievances; facilitate long-term solutions to reoccurring issues; and provide comparison data from across the University.
• Student Onboarding and Success
  • Collaborate with other college departments to ensure that Student Services is represented in a variety of public relations forums and university events.
  • Contribute to student success, including the development of initiatives to influence key success metrics, such as retention, persistence, and graduation rates; implementation of technology needed to support the tracking and maintenance of student success; and the coordination and leadership of cross-functional initiatives to improve student success metrics.
  • Ensure the maintenance of a consistent, comprehensive, and coordinated process across all Student Services units for contributing to yielding, onboarding, and retaining new students.
  • Establish and maintain a comprehensive assessment strategy; interpret and synthesize data to inform student success initiatives and continuous student success improvement.
• Policies and Procedure Management
  • Ensure student policies and procedures of the college are written, established, organized and communicated effectively to stakeholders; ensure all policies align and comply with University policies and meet accreditation standards where necessary.
  • Consult on the development of departmental Student Handbooks to ensure alignment and consistency with student policies and procedures
  • Inform the CNHP community and other stakeholders of all student policy and procedure updates.
• Other duties as assigned.

Required Qualifications

• Bachelor’s Degree in Business Administration, Higher Education, or related field OR the equivalent combination of education and work experience.
  • Please review the  Equivalency Chart for additional information.
• 5+ Years of relevant experience in student services for higher education
• Understand and maintain confidentiality of student's record, adhering to FERPA and other University policies related to student record keeping.
• Demonstrated strategy and project management skills with experience in conceiving, leading, and successfully implementing complex initiatives.
• Proficiency in the Microsoft Office 365 Suite, Banner, Hyperion, communications software, and Qualtrics or other survey maintenance software. Experience with statistical and machine learning programs like SPSS, R, or Python is preferred.
• Experience synthesizing and working with assessment data to inform strategic initiatives. Demonstrated experience soliciting, collecting, and synthesizing student and survey data in an education environment preferred. Proficiency with Tableau preferred.
• Demonstrated analytical skills working with large, complex datasets. Expertise with Microsoft Excel using formulas and pivot tables is preferred. Proficiency with Microsoft Power BI preferred.
• Ability to prioritize work assignments for a matrixed team and meet established deadlines.
• Ability to communicate effectively both orally and in writing.
• Excellent customer service, problem-solving, and mediation skills.

Preferred Qualifications

• Master’s degree preferred.
• Previous leadership experience preferred.

Physical Requirements

• Typically sitting at a desk/table

Location

• University City – Philadelphia, PA

Additional Information

This position is classified as Exempt, grade N. Compensation for this grade ranges from $90,430 - $135,640. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review. 

We encourage you to explore Drexel's Professional Staff salary structure and Compensation Guidelines & Policies for more details on our compensation framework.

You can also find valuable information about our benefits in the Benefits Brochure.

Special Instructions to the Applicant

Interested applicants who meet the criteria for the position are invited to submit a resume, contact information for three professional references, and a cover letter. The cover letter should address their interest in the position and highlight experiences and qualifications relevant to the essential functions of the role, including student concern management, student onboarding and success, policies and procedure management.

A review of applicants will begin once a suitable candidate pool is identified.