Regional Director of Student Support Services

Position Overview

The Regional Director of Student Support Services leads and oversees administrative management, coordination, and programming to support students across Northbridge University’s U.S. operations. This role focuses on developing and enforcing policies and procedures to provide comprehensive support throughout the entire student lifecycle, promoting engagement, persistence, and resilience to enhance retention, certification, and graduation rates.

Key Responsibilities

• Lead and manage all student services programming, including co-curricular activities, support referrals, disability services, and student regulation processes.
• Drive innovative content creation with the Student Support Services (SSS) and Educational Resource and Assessment Center (ERAC) teams, such as guides, instructional videos, and workshops accessible to both students and faculty.
• Manage technological tools including the Student Services Ticket System and ERAC operations, interpreting protocols and college policies while providing monthly performance reports demonstrating the effectiveness of these services.
• Oversee staffing and administration for Student Services, ERAC, and work-study employees in accordance with institutional policies and procedures.
• Establish and maintain internal and external relationships to empower SSS and ERAC staff in advocating for students and to coordinate resources addressing student needs.
• Collaborate closely with academic leadership, regional academic offices, online management teams, marketing, and admissions to connect students with available services and resources that support retention and academic progress goals.
• Implement strategies that contribute to achieving or exceeding monthly and annual retention targets (70% or higher), focused on improving student academic progress, reducing dropout and failure rates, and increasing persistence and satisfaction.
• Develop systems to accurately maintain and assess records of student appointments, referrals, and ticket processing aligned with performance indicators and outcomes.
• Partner with the Vice President of Academics to orchestrate the annual graduation ceremony and other university-wide events.

Qualification Requirements

• Master’s degree in education administration, higher education, public administration, counseling, or related fields.
• At least 5 years of experience within student services or academic settings, including a minimum of 3 years in management roles, preferably within proprietary post-secondary education institutions.
• Flexibility to work varied schedules, including evenings and weekends, with the capability to respond effectively in emergency or crisis situations.
• Up-to-date knowledge of trends in higher education and proficiency in leveraging technology and resources to fulfill student needs.

Equal Employment Opportunity

Northbridge University is committed to equal opportunity and affirmative action. The institution does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, protected veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.