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VP, Student Support

American Public University System
West Virginia, United States
Salary Not specified
Posted Date
Dec 5, 2022

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Position Type
Administrative, Student Affairs, Student Activities & Services
Employment Level
Employment Type
Full Time
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VP, Student Support & Enrollment Operations

Requisition Number: VPSTU003987
Location: Online / RemoteOnline / Remote

Vice President, Student Support & Enrollment Operations
American Public University System

Under the direction of the Sr. Vice President of Operations direct the operations and activities of the functions and programs of the Student Support Center, Student Experience, Student Communications, Workforce Management and Quality Assurance. Provide leadership regarding student service, student experience, student communication and contact center best practices to the American Public University System community to enable APUS to successfully compete for students in a high-powered, fiercely competitive, global marketplace. Evaluate the effectiveness of APUS customer service efforts and recommend methods for continuous improvement. Oversee all aspects of leading, managing and implementing state-of-the-art systems for use in providing the best student and colleague experience to internal and external customers that includes but is not limited to: student service, self-service, student communication, workforce management, quality assurance, and data analysis.

  • Provide leadership to the development of necessary process reorganization, systems, programs and services designed to ensure quality customer service delivery. Assure the provision of a students-first environment to meet and exceed system goals for student acquisition, retention and satisfaction; continuously improve operations.
  • Maintain knowledge of new developments and innovative student service practices in distance and higher education; recommend changes to ensure that services meet the needs of new and existing students; work with the cross-functional teams to implement changes.
  • Lead the APUS Student Support teams responsible for the hiring, training, coaching, evaluation and development of Student Support Center personnel to assure achievement of APUS strategic goals and objectives, compliance with State and Federal regulations, and student satisfaction. Develop departmental infrastructure, align staff responsibilities, and develop and implement departmental policies and procedures.
  • Lead the training efforts of the operations team by developing and facilitation training to support the best student experience possible.
  • Maintain effective relationships with faculty, executive, and administrative staff, as well as external organizations, and service providers to ensure that the needs of students are met. Promote APUS to the general public, the military and the higher education community.
  • In collaboration with IT staff, develop, evaluate and mine data to develop a complete understanding of the available data and utilize this data to analyze trends and guide the course of customer service activities, policies and initiatives. Determine if additional data collection is needed.
  • Keep informed of and educate other APUS departments of revisions to customer service best practices for all departments at APUS including all under operations and tier one support for all other departments. Develop materials for and present briefings to the department, Extended Team, Executive Team and selected external organizations. Participate in accreditation, licensing, and other APUS-wide initiatives, as assigned.
  • Recommend, evaluate, and implement software solutions to enhance the effectiveness of Student Support Center operations and ensure scalability of Student Support Center operations.
  • Establish long- and short-range department goals, objectives, and strategies.
  • Hold quarterly meetings with key departments that have a direct impact on customer service to help determine any workforce management, quality assurance, communication or data analysis needs. These departments include, but are not limited to: Advising, COLL100/First Year Experience, Financial Aid, Student Accounts, and Student Support Services.
  • Perform yearly audits of APUS' electronic communication
  • Develop and maintain QA and Workforce Management systems for Enrollment Management
  • Ability to create and maintain software solutions for workforce management and quality assurance
  • Create scalable workforce and QA solutions across APUS
  • Work with the Service Excellence Council's Training Corps to train all student facing managers in customer service best practices for: coaching, metrics, and quality assurance
  • Provide dashboard metrics for customer service statistics across APUS to ensure a consistent student experience

Critical Skills and Job Complexity:
  • Must have superior problem-solving skills
  • Excellent verbal and written communicative skills.
  • Ability to learn quickly and work in a fast-changing environment.
  • Excellent organizational skills and the ability to work under time-sensitive deadlines.
  • Strong analytical skills.
  • Ability to work successfully with limited supervision.
  • Understanding of best practices in the higher education industry, with a focus on best practices in undergraduate Admissions and Enrollment Management.
  • Understanding of the needs of adult learners and non-traditional students.
  • Ability to monitor of the compliance of institutional and regulatory guidelines pertaining to Admissions functions.
  • Ability to work collaboratively on cross-functional teams.
  • Knowledge of quantitative analysis techniques such as: decision analysis, regression, forecasting, queuing theory, simulation models, network models, and statistical quality control

Preferred Education and Experience:
  • Bachelor's degree or higher. Master's degree preferred. 5 years in a leadership role in a contact center environment in higher education.
  • A demonstrated broad base of knowledge regarding APUS, its admissions policies, procedures, and systems.
  • High level of proficiency in the use of the APUS systems and technology.
  • Understanding of the position of APUS in the higher education marketplace.
  • Understanding of the principles of customer service, workforce management, quality assurance, data analysis, and contact center operations.

About Us:

American Public University System (APUS) is an Online University based in Charles Town, WV. Our company has over 100,000 students. Our emphasis is educating our nation's military and public services communities with quality and affordable education. APUS provides partnership and commitment in helping students realize the dream of a higher education and the opportunities that brings.

It is the policy of American Public University System (APUS) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. American Public University System (APUS) does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.

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