Online Student Services Lead – Associate Director

Central Michigan University; Mount Pleasant (MI); On-site; USD 60,000 - 72,000; Full time

Job summary

Central Michigan University is seeking an Associate Director of Online Student Services to provide operational leadership across the online student lifecycle. You will recruit, hire, and develop a team of assistant directors, coordinate services with university partners, and drive data-informed improvements to recruitment, enrollment, retention, and student success.

The role reports to the Executive Director of Online Student Services and requires collaboration with CMU Online, academic

Qualifications

• Bachelor’s Degree required.
• Three years of progressively responsible professional experience in higher education, student services, enrollment management, recruitment, advising, or a related area.
• Experience supervising, training, coaching, or leading professional staff.
• Experience engaging prospective students and proactive outreach to support retention and success.
• Understanding of the student journey from recruitment to completion.
• Analytical and data-informed decision-making skills.
• Strong customer service and collaborative teamwork abilities.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to adapt to change and implement new processes.

Responsibilities

• Lead processes to support recruitment, enrollment, retention, and student success.
• Direct hiring, onboarding, training, supervision, and staff development.
• Set goals and monitor progress using data and performance measures.
• Serve as liaison to colleges and programs with data, analytics, and enrollment reports.
• Address complex student and departmental matters and coordinate resolutions.
• Collaborate with CMU Online and university partners to improve student pathways.
• Represent CMU Online on committees and cross‑functional initiatives.
• Oversee daily operations of the student services team and system usage.
• Support admissions/retention CRM platforms and system functionality.
• Represent CMU Online at recruitment events and outreach activities.
• Perform other duties as assigned.

Education

Bachelor’s Degree

Master’s degree (preferred)

Staff supervision

Recruitment outreach

Data-informed decisions

Customer service

Multitasking

Change management

Team collaboration

Tools

Slate

SAP

Job description

Central Michigan University is seeking an Associate Director of Online Student Services to provide operational leadership across the online student lifecycle. You will recruit, hire, and develop a team of assistant directors, coordinate services with university partners, and drive data-informed improvements to recruitment, enrollment, retention, and student success.

The role reports to the Executive Director of Online Student Services and requires collaboration with CMU Online, academic