Senior Manager, Student Services Operations

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden is a B Corporation with a mission to provide a diverse community of career professionals who have the opportunity to transform themselves as scholar-practitioners to positively affect social change. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.
•    HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.
•    REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.

Reporting to the VP, Student Services, this position is responsible for managing operations in the advising department to help enable staff and improve student satisfaction and retention outcomes. This position is responsible for continuous improvement of the advising function including process improvements, technology enhancements, and management and implementation of strategic initiatives. This position will collaborate with advising leadership and managers and provide strategic recommendations to the VP of Student Services. This position is also responsible for the oversight and management of the operations manager and specialists. 

Responsibilities

• Identify and lead large-scale process improvement efforts and process changes in the delivery of student advising.
• Lead and manage a team of Managers and Specialists responsible for supporting the mission of the Advising department; provide coaching and training and evaluate performance to ensure colleagues achieve peak productivity and performance.
• Identify opportunities for operational improvement, and partner with cross-functional departments, including IT, Product Management, and Learning & Development to implement and manage operational improvement.
• Participate in the development, implementation, and maintenance of policies, objectives, short-and long-range planning; develop and implement projects and programs to assist in the accomplishment of established goals. 
• Regularly investigates performance of advising technology and systems to identify any gaps in performance or functionality; actively looks for technological enhancements to support the advising mission.
• Ensures compliance to higher education regulations is maintained; supports and leads auditing procedures.
• Responsible for data integrity for systems and reporting related to Operations functions; provides and interprets data for respective teams; provides recommendations based on data; pointing out anomalies and sending them out to respective teams for correction.
• Monitor metrics to measure staff skills, productivity, services, and unit compliance with SLA's; provides recommendations and consults with leaders to address any productivity or compliance issues that may arise.
• Ensure that all student communications related to advising and retention is accurate and timely.
• Oversee all student advising training that is delivered to colleagues to maintain consistency, and compliance to meet the needs of the organization.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree required.
• Master's Degree preferred.
• 5+ years of experience in higher education or an academic environment
• 5+ years of experience leading and managing teams.
• Knowledge of regulations related to higher education including Title IV, academic policies, and auditing procedures.
• Ability to supervise and train staff, with demonstrated experience leading and managing teams.
• Demonstrated ability to identify and drive process improvement.
• Strong understanding of technology and how it can be leveraged to drive improvement and efficiency.
• Strong ability to collaborate with varying levels of leadership.
• Ability to influence peers, superiors, and indirect reports in a matrix organization.
• Ability to learn quickly and adapt to change.
• Ability to lead change.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of colleagues from diverse backgrounds.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $77996.84 and $140851.54. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.
  
  You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation