Student Support Concierge Manager

TITLE: Student Support Concierge Manager DEPARTMENT: Student Support REPORTS TO: Director of Online Education CLASSIFICATION: Staff-12 months EFFECTIVE DATE: TBD STANDARD WORK HOURS: 37.5 hours per week LOCATION : Online/Remote EMPLOYMENT STATUS: Full-Time EMPLOYMENT CLASSIFICATION: Exempt JOB SUMMARY: Under the general direction of the Director of Online Education, the Student Support Concierge Manager provides leadership, supervision, and operational oversight of the Student Support Concierge (SSC) team serving online students. This position is responsible for establishing service standards, supervising staff, monitoring student success initiatives, analyzing operational data, and coordinating student support services across University departments to promote student retention, persistence, and academic success. The Student Support Concierge Manager exercises independent judgment in resolving complex student concerns, improving operational processes, and ensuring consistent, high-quality support for online learners. This position serves as the primary liaison between the Student Support Concierge team and the Office of Online Education and is responsible for maintaining effective communication, performance accountability, and continuous service improvement. This position is designated as a remote position. The employee is expected to maintain a professional remote work environment and be available during normal University business hours. Occasional travel to Kentucky State University may be required for meetings, training, and other University business. ESSENTIAL JOB FUNCTIONS: 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. Performs other duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Knowledge of student services, academic advising principles, and higher education support services. Knowledge of customer service best practices and student-centered service delivery. Knowledge of student development principles and strategies that promote student persistence and success. Knowledge of University policies, procedures, and academic support resources. Knowledge of case management principles and student referral processes. Knowledge of student information systems (SIS), customer relationship management (CRM) systems, Microsoft Office applications, and virtual communication platforms. Knowledge of applicable federal and institutional regulations governing student privacy, including FERPA. Knowledge of accessibility requirements and student support best practices. Knowledge of project management and continuous process improvement principles. Strong leadership, coaching, and employee development skills. Excellent written, verbal, and interpersonal communication skills. Strong organizational, analytical, and problem-solving skills. Ability to manage multiple priorities while maintaining a high level of customer service. Ability to analyze student needs and coordinate appropriate resources and referrals. Ability to supervise, motivate, and develop staff while fostering collaboration and accountability. Ability to exercise sound judgment and maintain confidentiality. Ability to interpret and consistently apply University policies and procedures. Ability to analyze operational data and develop recommendations for service improvements. Ability to communicate effectively with students, faculty, staff, and external partners. Ability to adapt to changing priorities and institutional needs. Ability to establish and maintain effective professional working relationships. Proficiency with technology used to support virtual student services and remote team management. Preferred Leadership Competencies A successful Student Support Concierge Manager should also demonstrate: Strategic thinking and continuous improvement. Emotional intelligence and cultural competence. Accountability and results orientation. Innovation and creativity in service delivery. Collaboration and partnership building. Change management. Student advocacy and commitment to student success. Ethical decision-making and integrity. SUPERVISORY RESPONSIBILITY: This position has direct supervisory responsibility for Student Support Concierge staff. OTHER DUTIES: Other related duties as assigned. QUALIFICATIONS: 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. Licensing and Certifications: NA WORKING CONDITIONS: Work is performed remotely using University-approved technology and communication platforms. 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. Occasional travel to Kentucky State University or other designated locations may be required for meetings, training, and other institutional business. Applicants must be authorized to work for any employer in the United States. At this time, Kentucky State University is unable to sponsor or take over sponsorship of an employment visa Internal candidates are encouraged to apply. KENTUCKY STATE UNIVERSITY is an Equal Opportunity Employer The functions, qualifications, knowledge/skills, and physical requirements listed in this job description represent the essential duties of the job, which the incumbent must be able to perform either with or without reasonable accommodation. The Job Functions listed do not necessarily include all activities that the individual may perform.