SENIOR DIRECTOR OF OMBA EXPERIENCE AND STUDENT SUCCESS, Questrom School of Business - Boston University

The Online MBA program (OMBA) at Questrom School of Business seeks a Senior Director of OMBA Experience and Student Success. As a key member of the leadership team, the Sr. Director supervises the Student Success team and is responsible for developing and executing a customer-centric strategy for student advising and support to enhance the overall student experience and ensure their successful completion of the program and continued engagement as alumni. The Senior Director also develops and implements programs and initiatives to foster an engaging online program community. Monitors students' academic progress, provide guidance to the Student Success team and recommend solutions to academic difficulties and manages student case escalations and grievances. Serves as the OMBA Designated Academic Integrity Representative. As part of OMBA's continuous improvement effort, the Senior Director prepares regular reports and analyzes key data indicators to track student progress as well as their satisfaction and learning to inform strategic decisions.

Responsibilities:

• Develop and implement programs and initiatives to foster an engaging online program community. Supervise the Student Success Team.
• Manage onboarding for newly admitted students and coordinate with OMBA Admissions, including pre-enrollment survey launch, IT setup and course registration.
• Maintain current knowledge of module paths, graduation requirements, university procedures, policies, and other student services and manage the update of the OMBA student handbook annually.
• Monitor all student academic progress, including mid-semester warnings and academic probation tracking.
• Monitor student course registration each semester; including working with IT to update and launch the Intent to Register process, tracking student leaves of absences and withdrawals.
• Manage students of concern with the Student Success and Learning Facilitator teams. Manage grade escalations and grievances in collaboration with OMBA faculty, the Learning Facilitator team and OMBA leadership.
• Manage student graduation and commencement, including processing graduation applications; certifying graduates, and serving on the Questrom Convocation Committee.
• Co-Lead OMBA Mod 0 with lead faculty member. Lead Mod 0 orientation and Live Sessions and oversee content updates and launch.
• Manage OMBA team formation for Mod 0 and Mod 1.
• Analyze institutional data to continually assess the Online MBA program status, student satisfaction and learning, and inform key decisions for continuous improvement of the Online MBA.
• Prepare regular reports on academic advising and student retention efforts for continuous improvement of student support services.
• Oversee all alumni engagement for OMBA, including regular communication with alumni, planning alumni events, maintaining roster of alumni volunteers, and coordinating with Questrom Development
• Participates in OMBA Admissions webinars and events to improve yield.
• Serve as the Designated Academic Integrity Representative for OMBA.
• Manage the OMBA website.

A cover letter is required for consideration.

• Master's degree required
• 5-8 years of experience, specifically previous advising experience with online students preferred
• 3 yrs. of management supervisory experience
• Strong communication skills both orally and in writing
• Ability to provide recommendations for improvement based on the analysis of internal and external data
• Customer service orientation with desire to help others succeed in reaching their goals
• Ability to establish and maintain interpersonal relationships with students
• Experience with observing, receiving and otherwise obtaining information from relevant sources, and keeping records in CRM (Salesforce preferred)
• Strong computer skills and ability to quickly adapt to new technology
• Motivation for delivering empathetic, compassionate, consistent, accurate, developmental, student-focused, appreciative, and honest advising
• Must be able to work a flexible schedule including days, evenings, and weekends
• The successful candidate will have demonstrated commitment to and relevant ability in competently working with diverse student populations

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.