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Director of Online Student Support Strategies

Job Details

Posting Details

Position Information

Ball State is a great place to work! In fact, Forbes has ranked Ball State University as the fourth-best midsized employer—and the only recognized education institution—in the State of Indiana. Learn More

Any BSU employee, excluding Faculty and Temporary employees, applying for a staff or professional position will need to have been in their current role for at least 6 months at time of application. Learn More

Any BSU employee who is offered a final interview when applying for a staff or professional position will need to inform their current supervisor of the upcoming interview. Learn More

Position Title

Director of Online Student Support Strategies

About this Opportunity

The Learner Experience team, a part of the Division of Online and Strategic Learning at Ball State University, supports prospective and admitted students on their journey from the time they apply through program completion. We are searching for a talented, strategic, team-oriented, and forward-thinking Director of Online Student Support Strategies to lead a high-functioning hybrid and fully remote team of advising professionals, thereby ensuring quality delivery of support services and alignment of division and university goals. The Director of Online Student Support Strategies position is a full-time position focused on championing online student success.

The salary range for this opportunity is $62,000 – $67,000 annually.

Our Statement on Inclusiveness

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define ‘inclusiveness’ as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.’ As such, this value incorporates a commitment to inclusive excellence and freedom of expression.

Benefits and Community

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.
  • Affordable Healthcare

  • Retirement

  • Tuition Remission (For eligible employees, their dependents, and spouse)

  • Paid Parental Leave

  • Professional Development

Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:


Administrative Exemption



Length of Assignment

Full-Time At-Will

Position Function

Provide effective leadership in the delivery, evaluation, and refinement of student strategies for supporting online students and programs; create networks with academic and administrative departments throughout the university to ensure a successful, and streamlined, learner experience; coordinate at director’s level within the unit to ensure student and program strategies support and align with unit’s goals; conduct research in online learner support and explore forward-thinking strategies; support the Executive Director for Learner Experience with learner and systemic strategies that align with the goals of the unit and the institution.

Minimum Education

Master’s degree from an accredited institution.

Minimum Experience

At least three years of professional work experience; supervisory experience.

Minimum Other

Excellent communication and interpersonal skills; demonstrated ability to solve problems in a fast-paced constantly changing environment. Demonstrated knowledge of strategic planning and knowledge of student success strategies; demonstrated computer skill including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Customer Relationship Management ( CRM ) system; demonstrated ability to work in cross functional teams, willingness and ability to travel.

Authorization to work in the US

Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.

Preferred Education

Preferred Experience

Additional experience working with online or distance education students; prior experience with ‘early alert’ academic systems, prior experience with the coordination of business activities with an academic department and/or college.

Preferred Other

Pre-Employment Screening

Requires successful completion of a background check and education verification.

Position Title(s) Supervised

Lead Student Success Specialist

Required Certifications

EEO Statement

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

About Ball State University

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master’s, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

There's more to discover IN Indiana! Visit the following link to learn more:

IN Indiana


Division of Online & Strategic Learning:173020

Department Information

Department Email or Phone Number

Duties & Responsibilities



Job Duty

Lead daily efforts for the Student Success team to ensure progress toward division goals and university goals through advising, recruitment, admission, enrollment, and retention of online students.



Job Duty

Champion access to online education, and work to reduce barriers to admission and enrollment. Oversee processes and policies including working with academic departments and university offices on funnel and institutional data.



Job Duty

Ensure the seamless delivery of support services for online students through cooperative and timely efforts as they intersect with support and services outside the unit – university administrators, staff, and faculty.



Job Duty

Recommend development of and/or revisions to policies, regulations, and procedures in compliance with federal and state regulations as they relate to specific program areas and/or services for online students.



Job Duty

Direct the planning, implementation, and continued refinement of retention programs for online students, including, but not limited to, student orientation process, customer relations management ( CRM ) tools, database attributes, and ongoing student engagement communications and activities.



Job Duty

Assign and review work, orient and train staff, and make recommendations to the Exec. Director in all areas related to supervision, including but not limited to interviewing and selection, compensation, discipline, performance appraisal, training, and career development of student success personnel.



Job Duty

Lead recruiting efforts with the division’s student success team including, but not limited to, training and motivating the team to implement best-practice recruitment methods to meet enrollment goals for the program, division, and university. Work with the division’s marketing team and other staff to plan and implement recruiting initiatives and communication plans to attract and retain online students.



Job Duty

Conduct on-going research and continuously evaluate and improve services and learner experiences offered by the division to promote maximum student access, retention, and success.



Job Duty

Perform data analysis and make recommendations for improvements to student services, policies, systems, budget, staffing, and professional development.



Job Duty

Provide management assistance and support to the Executive Director to facilitate division and university goals. Actively participate and assist in strategic planning.



Job Duty

Develop and deliver regular reports to leadership.



Job Duty

Perform other related duties as assigned.



Job Duty

Maintain regular and predictable attendance.

Posting Detail Information

Posting Number


Number of Vacancies


Desired Start Date


Position End Date (if temporary)

Open Date


Applications Accepted Through Date


Open Until Filled


Information regarding transcripts

The option to upload transcripts is available. Original, official transcripts showing the highest related degree earned is required at the time of hire (even if obtained at BSU). Degree verification will be conducted.

Special Instructions Summary

Information for Applications Requiring a Cover Letter

In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experiences align with the elements of the position description (or leadership profile). In your cover letter, please also describe how you have demonstrated a commitment to our University’s enduring values , including inclusiveness, which we define as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.’

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents
Required Documents
  1. Cover Letter
  2. Resume
Optional Documents
  1. Undergraduate Transcripts
  2. Master's Transcripts


Ball State

Founded in 1918 in Muncie, Indiana, the public research university has grown to more than 22500 students

Spirited and motivated, we learn, grow, and take flight. Our faculty and staff—everyone in our community—embrace students as learning partners from day one. In classrooms and labs, in immersive learning projects, on the sports fields—with creativity and determination—Cardinals Fly. We are grounded in our values, lifted by our knowledge, and go confidently upward toward ever greater opportunities. Ours is a simple promise: to challenge each other to excel. And with Beneficence as our guide—We Fly.


We are committed to excellence through a talented and diverse faculty and staff. Inclusiveness and freedom of expression are a part of our enduring values and inform all of our efforts. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world. We are excited that you want to join us in these endeavors!

The university offers excellent benefits, including health care and retirement plans, tuition assistance for employees and dependents, and generous time off with pay. 

Ball State II

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