Student Success Manager

Work from Home (WFH) - Hybrid work must be performed while residing in San Diego

CIAT Location: 401 Mile of Cars Way #100, National City, CA 91950

Reports to: Director of Student Services

Status: Exempt

Employment Type: Full-Time

Summary:

The Student Success Manager plays a critical role in enhancing student engagement, retention, and overall success. This position supports the Director of Student Services in managing various student support functions, ensuring students receive timely and effective assistance. The Student Success Manager will provide proactive outreach, facilitate academic processes, lead student orientation, and collaborate with multiple departments to improve student experience.

Essential Roles and Responsibilities:

• Support hiring, training, and employee professional development initiatives, including workshops on best practices with student retention and student engagement
• Assist the Director of Student Services with daily operations and the execution of the institution’s strategic initiatives
• Conduct new student orientation to introduce academic expectations, student resources, and success strategies
• Assist with Disability Support Services intake appointments, document tracking, and student communication to facilitate academic accommodations
• Manage the organization of on-ground final exams, including team scheduling, student attendance tracking, student communication, and proctor training
• Oversee the monitoring and improvement of student response rates across multiple communication channels (phone, SMS, email, online support portal, and live chat)
• Maintain the CIAT Knowledge Base to keep all Student Services training documentation and Standard Operating Procedures (SOPs) up to date
• Serve as an escalated point of contact for student complaints and drop requests
• Conduct call recording reviews for quality assurance, training, and student retention rate improvement
• Consolidate departmental feedback on student retention and student engagement and present reports to the executive management team for review
• Execute early intervention strategies for at-risk students, including employee training in academic coaching and mentoring
• Oversee the successful student follow-up, academic support, and documentation collection for SAP, Leaves of Absence (LOA) exits and returns, registration holds, and overall academic progress monitoring
• Process tutoring requests and manage tutoring resources
• Assist with compliance audits by reviewing, collecting, and submitting student files
• Document all student interactions within internal systems for tracking and reporting
• Collaborate with the Registrar on student registration changes and custom education plans
• Work cross-functionally with IT, Finance, Records, Admissions, and Career Services to resolve student inquiries efficiently
• Stay up to date with industry trends and best practices with higher education student retention strategies
• Follow communication guidelines to ensure high levels of customer satisfaction and professionalism
• Manage and enforce timekeeping policies to ensure accuracy and timely process of employee’s timecards
• Manage employee time tracking and timecard approvals for departmental staff
• Process timely, accurate, fair, without bias, performance reviews
• Coach, counsel, and address performance issues, in partnership with HR, following the progressive discipline policy
• Accomplish departmental objectives by managing staff; planning and evaluating departmental activities
• Maintain a motivated and professional team by recruiting, selecting, orienting, coaching and training employees
• Provide professional growth opportunities for employees
• Process timely, accurate, fair, without bias, performance reviews
• Rotations of weekend and evening hours may be required to meet coverage needs
• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards
• Adhere to CIAT’s compliance requirements to ensure all Federal, State, accreditation, and institutional policies and procedures are being met
• Ensure a safe, secure, and ethical work environment
• Embody CIAT’s mission, vision, purpose, and values

Requirements

• Bachelor’s degree required
• Minimum three years of experience in higher education required
• Minimum two years of experience as a team lead or team manager for student success initiatives or academic advising preferred
• Strong analytical and problem-solving abilities with the capacity to assess complex student records against established criteria
• Exceptional attention to detail, consistency, and organizational skills with the ability to multitask effectively
• Demonstrated ability to interpret and apply institutional policies while making professional assessments
• Strong commitment to student-centered service, with an understanding of adult learners' needs
• Excellent conflict resolution skills to handle challenging student interactions with confidence and professionalism
• Maintain discretion in handling sensitive information, and the ability to maintain confidentiality
• Proficiency in MS Office Suite (Outlook, Word, Excel, PowerPoint) and student information systems
• Adaptability to evolve institutional needs and ability to work in a rapidly changing environment
• Willingness to work outside of standard business hours when necessary to meet business needs and deadlines
• Proficient in presentations, public speaking, and writing
• Strong communication skills, both verbal and written, with the ability to effectively convey information and interact with students, colleagues, and others
• Exhibits a high degree of flexibility in adapting to a rapidly changing environment
• Commitment to fostering an inclusive and supportive work environment that respects the diversity of students' and colleagues’ backgrounds, experiences, and perspectives
• Understanding of compliance requirements with all college policies, procedures, and regulations, including those related to student admissions
• Takes a customer-service oriented approach to recruiting and retaining students and collaborating with internal departments
• Ability to work collaboratively with colleagues, academic departments, and administration to support student success, achieve institutional goals and contribute to a positive and inclusive culture
• Self-motivated with a strong work ethic; goal oriented, dedicated to quality, quantity, timeliness and result
• Team player with a positive, can-do attitude
• Reliable transportation to go on campus, attend seminars/trainings, when required
• Demonstrated ability to anticipate needs and exercise independent judgment
• Excellent analytical skills and business acumen
• Possess a sincere interest in helping others achieve life goals
• Possess high ethical standards, being an example of professionalism to others
• Must be able to embody CIAT’s mission, vision, purpose and values

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday. Weekend and evening hours may be required, working beyond 80 hours per week.

Supervisory Responsibility

This position supervises the team of Student Success Advisors.

Salary Range

The salary range for the Curriculum Coordinator is $75,000.00-$100,000.00 yearly/DOE. However, the expected starting salary for this position is $75,000.00-$85,000.00 yearly/DOE. We base salary offers on a variety of considerations, such as education, experience, equity and other business and organizational needs.