Manager, Student Success Navigator

Lindenwood University; United States; Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Lindenwood University seeks a Manager, Student Success Navigator to lead the Student Success Navigator team and oversee student outreach, caseload management, and service standards. The role collaborates with the Vice President of Enrollment Management and campus partners to address student concerns and maintain effective referral processes.

The manager will lead hiring, training, supervision, and performance evaluations, while maintaining a reduced caseload and driving data-informed

Qualifications

• Experience in student success initiatives and case management.
• Strong leadership and supervision skills.
• Ability to coordinate cross-departmental programs.

Responsabilités

• Oversees the Student Success Navigator team and caseload management.
• Partners with Institutional Research to balance caseloads and ensure data integrity.
• Develops and enforces contact standards, outreach calendars, and scripts.

Connaissances

Student Success

Team Leadership

Description du poste

Welcome to Career Opportunities at Lindenwood University.

Benefits of Being a Lindenwood Employee:

• Upon hire, employer-paid tuition benefits for bachelor's (employee, spouse, and dependent) and master's degree programs (employee and spouse only).
• Tuition discounts for doctoral programs (employee only).
• Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options.
• Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break (Wednesday - Friday), and winter break (Dec. 23 - Jan. 1).
• Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
• Professional development opportunities through the Lindenwood Learning Academy .

JOB TITLE SUMMARY

• Job Title: Manager, Student Success Navigator
• Division: Enrollment and Marketing
• Evaluation Group: Staff Administrator
• FLSA Status: Exempt
• Reports To: Vice President, Enrollment Management
• Positions Supervised: Student Success Navigators

Job Summary

The manager, student success navigator leads the Student Success Navigator team and oversees student outreach, caseload management, and service standards to support undergraduate retention and persistence. In partnership with the Vice President, Enrollment Management, the manager leads hiring, training, supervision, and performance evaluation; coordinates caseload assignments with Institutional Research; and collaborates with campus partners to address student concerns and maintain effective referral processes. The manager also maintains a reduced student caseload, resolves escalated cases, and uses data to improve team performance and student support.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

• Manages the unit's case queue and weekly outreach lists; confirms that alerts, holds, balances, and withdrawal requests are worked within the unit's standards
• Plans and runs the unit's term-start, pre-registration, and summer outreach cycles
• Works with Institutional Research to receive, assign, and refresh Navigator caseloads; balances caseloads across the team
• Serves as the unit's lead user of the case-management system; works with Information Technology on configuration, alert routing, reporting, and data integrity
• Audits case documentation for completeness, timeliness, and accuracy
• Prepares the unit's reports on caseload activity, indicator response, and retention and persistence for the supervisor on the unit's schedule
• Receives escalated cases from Navigators and carries them to resolution with the responsible office
• Responds promptly to every indicator about students on its own caseload according to the unit's response standards
• Takes the student's concern to the office that can resolve it and confirms the resolution with the student
• Covers caseloads during Navigator vacancies and absences and redistributes work so that no assigned student is without a point of contact
• Confirms that Navigators refer significant personal, medical, mental health, basic-needs, family, and behavioral concerns to the appropriate Student Affairs office through the referral process, and that conduct and Title IX matters are referred immediately
• Maintains working knowledge of financial aid, student accounts, housing and dining, registration, academic advising structure, tutoring and academic support, and student life processes
• Coordinates the unit's participation in move-in, welcome week, and orientation events
• Writes, maintains, and enforces the unit's contact standards, response standards, outreach calendar, scripts, and templates, in coordinatio

Leadership and Strategic Thinking

Establishes long- and short-term strategic goals based on assessment data and ensures standards for the department and its field are met or exceeded

Adapts and modifies leadership based on new information and/or data; works to set and unite people on the new direction

Utilizes effective strategies to build collaboration for maximum execution

Aligns division/department purpose and actions with relevant University initiatives and higher education trends

Writes, maintains, and enforces the unit's contact standards, response standards, outreach calendar, scripts, and templates, in coordinatio