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Associate Director, Graduate Studies
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Position Number: 3045603
Location: Worcester, MA
Position Type: Student Affairs and Services

JOB TITLE
Associate Director, Graduate Studies

LOCATION
Worcester

DEPARTMENT NAME
Graduate Recruitment & Admissions

DIVISION NAME
Worcester Polytechnic Institute - WPI

JOB DESCRIPTION SUMMARY
The Associate Director is responsible for providing support to online students, part-time and full-time campus based students throughout their program. The role is responsible for supervising, coaching and developing the student success team. The position plays a key role directing initiatives to improve the student experience and retention and leading the team to develop short and long-term strategic plans for graduate student service and growth. In addition, this position works directly with graduate students from the beginning and throughout their program to guide them through admissions, establishing their plan of study, course selection and registration, serving as a liaison for the campus at-large and finally assisting them in preparing for graduation. Associate Director, Student Success helps students by providing quick answers to their questions, helping them overcome obstacles, and showing them how to access important services offered by the university. They will connect regularly with the student, via phone and email, to ensure they are equipped with the tools to succeed in every course they take.

JOB DESCRIPTION

Responsibilities:

Responsible for supervising, coaching and developing the student success team.
Responsible for meeting and exceeding student satisfaction goals, including obtaining, documenting, and interpreting feedback from students and taking specific actions to improve satisfaction.
Act as the primary point of contact for Graduate Studies regarding all issues concerning student satisfaction.
Independently evaluate processes and policies and suggest and implement more efficient methods to improve quality and/or service.
Lead and direct initiatives targeted at improving the student experience and retention.
Initiate, organize and manage communications, events, and functions targeted toward graduate student services.
Act as primary contact for graduate students enrolled in assigned programs. Provide operational support of program activities including registration reminders, assistance with plan of study creation, assistance with navigating campus resources and assistance with preparing for graduation.
Proactively reach out to active students each semester to check in and ensure they are on track to meet their educational goals.
Answer inbound questions from all students relating to their courses.
Input timely and accurate recording of academic data within the current university management and academic system (Workday) and the CRM system (Salesforce).
Special projects and other duties as assigned.

Requirements:

Bachelor's degree a minimum plus at least five years of progressively responsible administrative experience in customer relations, marketing, sales, customer service, or related field
Excellent organizational and interpersonal skills
Administrative experience at a college or university desired
Demonstrated capability with Microsoft Office, Excel, Word, PowerPoint, Etc.
Proven ability to work effectively at multiple levels within the business and academic community
Ability to work autonomously and handle multiple tasks simultaneously
Must be able to work independently and as part of a team
Ability to work in a rapidly changing environment

Please include a cover letter to be considered for this position.

WPI requires employees to be fully-vaccinated for COVID-19 with booster. For additional information on WPI's response to COVID-19, refer to https://www.wpi.edu/we-are-wpi

FLSA STATUS
United States of America (Exempt)

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are seeking individuals with diverse backgrounds and experiences who will contribute to a culture of creativity and collaboration, inclusion, problem solving and change making.

To apply, visit: https://wpi.wd5.myworkdayjobs.com/en-US/WPI_External_Career_Site/job/Worcester/Associate-Director--Graduate-Studies_R0001880

About WPI
WPI is a vibrant, active, and diverse community of extraordinary students, world-renowned faculty, and state of the art research facilities. At WPI, we have competitive and comprehensive benefits, including health insurance, long-term care, retirement, tuition assistance, flexible spending accounts, work-life balance and much more.

Diversity & Inclusion at WPI
WPI is committed to creating an inclusive workplace where everyone feels valued and respected; a place where every student, faculty and staff member can be themselves, so that they can study, live, and work comfortably, to reach their full potential, and make meaningful contributions in order to meet departmental and institutional goals. WPI thrives on innovative practice and welcomes diverse perspectives, insight, and people from diverse lived experiences, to enhance the community environment and propel the institution to the next level in a competitive, global marketplace.