Student Support Concierge Manager

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🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

⚪️ Entry-level

👔 Manager

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Kentucky State University

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1886

📚 Education

🏛️ Government

Education • Government

<Kentucky State University> is a public, historically Black land-grant university that provides undergraduate and graduate education, conducts research, and engages in community outreach and workforce development. It offers programs across liberal arts, sciences, agriculture, and professional fields, and serves a diverse student population while supporting regional economic and educational needs.

📋 Description

• Provides leadership, supervision, coaching, and performance management for Student Support Concierge team members. • Recruits, trains, mentors, and evaluates Student Support Concierge staff, including onboarding new employees and supporting ongoing professional development. • Coordinates staff assignments, caseloads, work schedules, and service coverage to ensure timely and consistent student support. • Develops, implements, and continuously evaluates standard operating procedures, workflows, and service standards to improve operational effectiveness. • Serves as the primary liaison between the Student Support Concierge team and the Director of Online Education by communicating operational updates, escalating complex student concerns, and reporting performance metrics. • Facilitates regular staff meetings, training sessions, and collaborative planning activities. • Provides direct support to online students by assisting with course registration, academic planning, and navigation of University processes. • Advises students regarding course selection, degree progress, and available academic support resources within the scope of University policies. • Coordinates referrals to appropriate University offices, including the Registrar, Financial Aid, Academic Affairs, Student Affairs, and other student support services. • Monitors student academic progress and proactively identifies students who may benefit from additional outreach or intervention. • Maintains regular communication with assigned students to support persistence, retention, and successful degree completion. • Ensures accurate and timely documentation of student interactions using University-approved systems. • Monitors team compliance with applicable federal and state laws, University policies, and student privacy requirements, including FERPA. • Collects, analyzes, and reports operational data related to student engagement, retention, service delivery, and team performance. • Collaborates with University departments to improve student services, streamline processes, and enhance the online student experience. • Maintains effective working relationships with faculty, staff, students, and external partners.

🎯 Requirements

• Master's degree from an accredited institution is required. • Minimum of two (2) years of progressively responsible experience in student services, academic advising, online education, higher education administration, or a related field is required. • Supervisory or team leadership experience is preferred. • Experience supporting online students in a higher education environment is preferred. • Experience using Banner or similar student information systems and customer relationship management software is preferred. • Demonstrated ability to effectively communicate with students using telephone, email, video conferencing, and other virtual communication technologies.

🏖️ Benefits

• Occasional travel to Kentucky State University may be required for meetings, training, and other University business. • Requires prolonged periods of computer use and frequent communication by telephone, email, and video conferencing. • Occasional evening or weekend work may be required to support students, staff meetings, or University initiatives.