Academic Manager of Student Services

Job Description
We are looking for an Academic Manager of Student Services to join our team.
The Academic Manager of Student Services oversees a program specific vertical of Student Service Advisors to ensure students are being supported on their educational journey. The manager supports initiatives to enhance and improve the student experience both academically, socially, and at key events/milestones throughout the student lifecycle.  The Academic Manager of Student Services supports the Director of Student Services’ initiatives.
Interview and hire according to budgeted staffing needs; maintains staff coverage for business hours.
Train new hires; identify on-going training needs for direct reports; deliver timely coaching and training as needed; deliver training to direct reports regarding institutional and catalog changes.
Use student information system, reporting, and other data tools/technology for timely completion of assigned tasks.
Document all student engagement, and in compliance with FERPA regulations.
Monitor and coach to staff member phone calls, notes, emails, texts and other communications for quality assurance.
Investigate and track escalated student complaints and coordinate solutions.  
Coordinate staffing support for virtual events.
Manage staff attendance at required meetings.
Ensure the team has appropriate access to the tools needed to support their work.
Conduct regular one-on-ones with direct reports to review goals, performance, job satisfaction. Manage staff performance. Conduct annual reviews for staff members as defined by Unitek Learning requirements.
Act as back-up to other managers in alternate program verticals for general support to team as needed;
Manage staff advisor assignments, allocates resources within team when appropriate.
Other duties as assigned