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Director of Student Success Services

Christopher Newport University
Newport News, Virginia
Posted Date
Mar 21, 2023

Chief Objective of Position:

Reporting to the Senior Director of Transfer and Student Success Services, the Director of Student Success Services leads a comprehensive portfolio of programs and initiatives to support all students. The director is responsible for the overall management of the Center for Student Success to include success coaches, professional staff, and student employees and for the comprehensive student success support programs serving all students. They will creatively plan, develop and implement high impact student success services and programs to enrich the academic success of students. The Director’s primary goal is to develop and improve upon effective support programs to improve retention, completion, and post-graduation outcomes of Christopher Newport University students.


Work Tasks:


  • Collaborates with the Senior Director of Transfer and Student Success Services, the Assistant Vice President for Enrollment Services, and the Vice President for Enrollment and Student Success to provide strategic leadership, direction, and daily supervision of all staff for overall operational effectiveness of the Center.
  • Plays a key role in maintaining and growing strategic partnerships across the campus community to advance the university’s goal regarding student success and completion.
  • Serves a critical role as a member of the Enrollment and Student Success (ESS) leadership team.
  • Responsible for developing and maintaining exemplary relations with all constituencies both in and outside the Center.
  • Develops and provides onboarding, training, oversight, and routine performance reviews for success coaching services offered within the Center.
  • Conducts informational presentations for students, parents, and new faculty as well as conducts training sessions for new student workers and faculty in regards to resources and services offered by the staff of the Center for Student Success.


  • Leads the Center in identifying students in need of support services and developing and implementing those programs, workshops, and interventions to manage and develop effective programming to help students reach their full potential as educated citizens and future leaders.
  • Supports university retention efforts by coordinating student support services through innovative, high impact programs and effective collaboration with campus partners.
  • Maintains an environment of continuous improvement that includes effective assessment and healthy professional development processes for staff and students.
  • Identifies at-risk students and manages support efforts for these students including, but not limited to, referrals, tutoring, writing assistance, peer mentoring, success coaching, and engagement.
  • Serves, as needed and as appointed, on university committees, councils, and working groups.
  • Collaborates with the Faculty Director of the Writing Center to ensure that adequate services and programs are available through The Alice K. Randall Writing Center.
  • Designs, develops, implements, and maintains an evaluation and assessment plan for all programs and initiatives and provides assessment analyses and data to senior division leadership, making recommendations as needed.
  • Identifies grant opportunities and prepares proposals for grants and alternative funding sources to niche initiatives.

Captains Care Referrals System:

  • Responsible for the ongoing development, supervision of implementation and improvement of the Captains Care Referral system.
  • Develops, grows, and maintains relationships with campus partners regarding addressing and resolving referral issues.
  • Distributes referrals to appropriate campus staff.
  • Monitors the timely resolution of all referrals to the Center.
  • Collects data, prepares reports, and provides routine analysis to senior division leadership regarding referrals and outcomes.

Transition Courses:

  • Develops and maintains curriculum, in adherence with university governance, for the two transition courses: COLL 140: The Transitional Learner; and COLL 150: The Intentional Learner.
  • Identifies qualified instructors to meet the demands of the students and program, provides initial training, and oversees the daily activities associated with these courses.
  • Develops and implements a plan for assessing course effectiveness and provides routine reports to senior division leadership.
  • Reviews student course evaluations and course outcomes and makes adjustments as needed.
  • Ensure that adequate seats are available for those students required to complete the course(s).
  • On an as needed basis, will serve as instructor of one or both of these courses.

Summer Transition Program(s):

  • Develops curriculum and framework for an enhanced summer transition (bridge) program (LAUNCH) to help onboard new freshmen to the university environment.
  • Identifies necessary high impact practices for effective onboarding.
  • Develops and implements an assessment plan for continuous improvement and to ensure overall student success as a result of program completion.

Other Support Services and Programs:

  • Coordinates intervention strategies with the Faculty Director of Academic Success, Deputy University Registrar, Office of Counseling Services, Center for Career Planning, Transfer Admission and Enrollment, Financial Aid, Disability Services, Dean of Students, Athletics Department, Honors Program, President’s Leadership Program, Office of Orientation and Student Involvement, and other campus partners who provide complementary support services.
  • Responsible for the composition and distribution of The Great Lawn newsletter to parents of targeted student groups (as defined by the division Vice President or Assistant Vice President).
  • Identifies “at risk” students and assigns appropriate intervention and support programs to help students persist and complete.
  • Develop, implement, and assess a support program focusing on the retention and completion of first-generation college students.
  • Administers and monitors academic recovery agreements for students in academic jeopardy.
  • Facilitates the division’s Sailing to Success program for students identified as being in academic jeopardy. Develops and conducts an assessment of overall effectiveness of the academic recovery program.
  • Develops and implements programs for recovery for those students in academic jeopardy. for students on Academic Probation. Designs and provides oversight for the university Academic Recovery Plan process for students in academic jeopardy.
  • Responsible for the planning and execution of the annual Signing Day event to include invitations, logistics, and etcetera.
  • Maintains a small student caseload, as needed.

Campus Collaboration:

  • Works collaboratively with all faculty, staff, organizations, and constituencies to foster campus collaboration that enhances overall student success and provides student-centered support.
  • Represents the Division of Enrollment and Student Success at campus Student Update Meetings (SUM) reporting areas of concern to supervisor and division senior leadership as necessary.
  • Participates in summer orientations, mid-year orientations, and first-year initiatives for new students and their families.
  • Presents to various groups during orientation programs, as needed.
  • Represents the division at various evening and/or weekend events including but not limited to admission recruitment events, community captains events and fundraising events, as directed.

Assessment, Statistical Analysis, and Reports:

  • Compiles documentation of non-enrolled students via the division’s “recruit back” process. Particular attention is paid to first-and second-year students.
  • Makes data driven recommendations to the Senior Director and/or senior leadership of the division.
  • Supervises the yearly coordination and implementation of the Ruffalo Noel – Levitz College Student Inventory (CSI) and the Mid-Year Student Assessment (MYSA) to all first year students. On an as-needed basis, administers the Second-Year Student Assessment (SYSA) and/or the Student Satisfaction Inventory (SSI). Compiles results, identifies patterns and/or concerns, and provides outcomes to senior division leadership on an annual basis.
  • Develops and reports on Key Performance Indicators and outcomes for regional accreditation in addition to submission of yearly unit action plan for addressing unmet measures of performance.
  • Reviews and analyzes predictive data related to student retention and completion to develop and implement programming and interventions to support student success, retention and completion.
  • Compiles and manages documentation of all outreach and intervention efforts. Provides reports to the Senior Director, the Assistant Vice President, and/or the Vice President, as needed.

Communication and Marketing:

  • Responsible for updates and management of the Center’s website.
  • Directs the marketing of the Center for Student Success and services provided. Develops and maintains very positive and professional customer service and/or relations within the office/department and with all constituencies to include students, faculty, staff, guests, and employees.
  • Designs, creates, and produces consumer information for students, parents, and other constituencies in various media, as needed.


  • Follow workplace safety regulations and adhere to applicable standards, processes, and programs established for your position.
  • Report unsafe work conditions to your supervisor.
  • Immediately report work-related incidents to your supervisor and participate in accident investigation requests.
  • Promote a safe and healthy work environment by ensuring the implementation of safety regulations and applicable standards, processes, and programs established for employees under your supervision.
  • Ensure employees under your supervision are trained in safety standards and procedures for their positions.
  • Report work-related incidents within 24 hours according to the procedures established by the university, state and federal guidelines.
  • Demonstrates a positive and professional attitude and treats everyone with dignity and respect.
  • Fully supports the “Student’s First” value at CNU and routinely goes the extra mile in providing service.
  • Projects a positive image of the department and university to all constituents.
  • Provides a high quality of leadership and managerial support to the Center.
  • This position is designated as a “responsible employee” who has the authority to redress sexual violence, who has the duty to report incidents of sexual violence or other student misconduct, or who a student could reasonably believe has this authority or duty.
  • Performs other duties as assigned.

Knowledge, Skills, Abilities (KSA's) required:

  • Ability to lead change and innovation in a complex environment with expertise in working effectively with various campus constituent groups.
  • Strong organizational and communication skills to include written and oral.
  • Working knowledge of student development and educational learning theories.
  • Ability to exercise sound judgment and handle confidential information with discretion according to the Family education Rights and Privacy Act (FERPA).
  • Ability to manage priorities with competing deadlines and achieve needed outcomes.
  • Evidence of excellent listening and communication skills.

Knowledge, Skills, Abilities (KSA's) preferred:

  • Demonstrated effectiveness in teaching at the collegiate level.
  • Familiarity with study skill strategies designed to support college students.
  • Evidence of advanced interpersonal skills and demonstrated ability to establish, maintain, and model effective working relationships with various constituencies within the college, across the university, and in the community.
  • Excellent organizational skills to work effectively in a fast-paced environment.
  • Familiarity with computer technologies such as databases, internet, spreadsheets, and tracking systems.
  • Familiarity with study skill strategies designed to support college students.

Required Education: Master’s Degree at the time of start date.

Preferred Education:  Master’s Degree, or higher, in College Student Personnel, Counseling, Educational Psychology, Higher Education, or a related field, at the time of start date.

Experience Required:

  • Experience with student development.
  • Demonstrated experience working with students from diverse backgrounds.
  • Programming and project management experience.
  • Ability to lead change and innovation in a complex environment with expertise in working effectively with various campus constituent groups.
  • Supervisory experience required in a higher education setting.

Experience Preferred

  • Experience with public speaking to large and small audiences as well and providing consumer literature and information.
  • Experience managing student success programs and services in a higher education setting.
  • Experience related to student support services.
  • Experience teaching at the collegiate level.
  • Experience at working one-on-one with college students in an academic “coaching”/counseling dynamic.
  • Experience in software applications such as Microsoft Office, Google Suit, Calendy, Canva, and etcetera.
  • Experience with assessment and continuous improvement with a commitment to understanding issues affecting the achievement and retention of undergraduate students.
  • Experience related to student support services.
  • Experience in higher education student success services, advising, enrollment services, student affairs, or directly related higher education experience.
  • Progressive supervisory experience preferred.

CNU Information:

S​elected by The Princeton Review to be included in The 388​ Best Colleges: 2023 Edition, Christopher Newport University is a public school offering a private school experience – great teaching, small classes, and a safe, vibrant campus. The University is located in Newport News, Virginia, enrolls approximately 5,000 students, and is dedicated to the ideals of scholarship, leadership, and service. Academic programs at Christopher Newport University encompass more than 90 areas of study, from biology to business administration and political science to the performing arts. The University is ranked by U.S. News & World Report’s America’s Best Colleges guide​ as 2nd among public regional universities in the South and 5th overall, and has recently completed more than $1 billion in capital construction on its 260-acre campus.

Christopher Newport University is committed to ensuring that all people are welcomed, honored, and fully engaged in the life of our academic community. We recruit exceptional and diverse faculty and encourage applications from individuals who are underrepresented in their profession. For further details and information about Christopher Newport, visit


Position Detail Information

Working Title: Director of Student Success Services

Position Number: FA374

FLSA: Exempt

Appointment Type: Full Time

Sensitive Position: No

Sensitive Position Statement: 

A sensitive position requires a fingerprint-based criminal history check. This is NOT a sensitive position.

Campus Security Authority: Yes

Campus Security Authority Statement: 

This position is designated as a Campus Security Authority. A Campus Security Authority (or CSA) is defined as an “official of the institution with significant responsibility for student and campus activities.” A CSA is required to immediately report any crime that is reported to them to the University Police who will then review, evaluate, and investigate the reported crime. Annual training is required by the Department of Education for all personnel who have been designated as a Campus Security Authority.

Designated Personnel: Yes

Designated Personnel Statement:

This position is a “designated position” meaning this position could potentially be required to work (depending on the event) during an emergency closing.

Statement of Economic Interest: No

Statement of Economic Interest Statement: 

This position does NOT require a Statement of Personal Economic Interest.

Restricted Position: No

Restricted Position Statement: 

A restricted position would be subject to availability of funding. This is NOT a restricted position.


Posting Detail Information

Posting Number: AP285P

Number of Vacancies: 1

Posting Date: 03/21/2023

Application Deadline: 04/18/2023

Application Instructions: 

Interested parties are requested to submit a cover letter; current resume; and the names, addresses, and telephone numbers of at least three professional references at the time of application.

Review of applications will begin at 11:59PM ET on April 18, 2023.

Applications received after 11:59PM ET on April 18, 2023, will be accepted but considered only if needed.

Search finalists are required to complete a CNU sponsored background check.

Christopher Newport University (CNU) will make a reasonable effort to accommodate persons with disabilities in the application and/or interview process. Persons with disabilities who require accommodation should contact the CNU Human Resources Office by calling (757) 594-7145.

Quick Link to Posting:

EEO Statement: Christopher Newport University, an EO Employer, is fully Committed to Access and Opportunity.
Notice of Non-Discrimination & Title IX Policy Statement:




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