Job Description
As the Student Services Manager, you are responsible for the efficient operation and effective leadership of an American College of Education’s Student Services team. You support the direction and leadership for the strategic goals and objectives of the college. Leading the Student Success team, you will ensure that excellent customer service is being provided to ACE students at all times, and that internal processes are met.
Who is American College of Education
Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable and accessible online programs grounded in evidence-based content and relevant application. Our graduates are prepared to serve, lead and achieve personal and professional goals in diverse, evolving communities. As a socially conscious institution, we’re dedicated to making a positive impact and inspiring our students to do the same.
ACE is a mission-driven institution continually recognized for its commitment to social responsibility and positive impact. As an Impact Institution, we believe we have a responsibility to our students, alumni, employees, communities, and society as a whole. Guided by our core values, we strive to create meaningful impact that extends well beyond our bottom line.
Who You Are
You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.
As the Student Services Manager, you are responsible for the efficient operation and effective leadership of an American College of Education’s Student Services team. You support the direction and leadership for the strategic goals and objectives of the college. Leading the Student Success team, you will ensure that excellent customer service is being provided to ACE students at all times, and that internal processes are met.
Compensation
ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality, affordable programs for our students. The starting salary range for this position is $75,000.00 plus all full-time employees are eligible for an annual bonus. Offers vary depending on education, prior experience, and expertise being applied to the role.
What We Look for in the Ideal Candidate
Demonstrates self-reliance by meeting/exceeding workflow needs.
Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
Follows established processes as outlined by organization and leadership.
Completes assigned duties based on daily business needs and individual skill set.
Consistently produces a high volume of quality work.
Capable, and adapts as needed, to work under pressure and meet tight deadlines.
Proven ability to work independently with limited supervision and with other department personnel.
Must support and embrace the College’s Impact mission to improve the people and communities we serve through our civic engagement initiatives.
Must have exceptional communication, organization, and time management skills.
Must be “self-motivated” as well as creative and efficient in proposing solutions to complex, time-critical problems.
Must be collaborative in driving decisions and a team-player.
Strong analytical and problem-solving skills with a high attention to detail.
Builds and maintains student satisfaction.
Recognizes and anticipates student needs.
Day to Day Responsibilities
In this role you will wear different hats, but your skills will be especially essential in the following areas:
Interviews and hires Student Success Coaches using approved processes. Develop all new hire training materials and on-boarding plans.
Supervises, trains, and evaluates the Student Success Coaches, providing ongoing on-on-one professional development and performance feedback based on KPIs.
Assigns the Student Success Coach team to the retention and outreach of students through the student life-cycle up to graduation.
Develops and implements advising best practices, protocols, and quality assurance measures to assist Student Success Coaches to meet the department and institution goals.
Acts as a subject matter expert and conduct ongoing group and one-one-one training as needed to ensure Student Success Coaches develop the critical skills to perform their jobs, including a deeper understanding of full-service advising.
Routinely conducts call reviews to ensure Student Success Coaches follow the prescribed onboarding and student escalation protocols.
Works collaboratively across departments to ensure student concerns are addressed timely manner and within policy guidelines.
Assigns student caseloads and manage team workflows to ensure equitable distribution and coverage.
Manages escalated student concerns and reports them to the Director, as needed.
Develops and implement engagement activities for the team to foster positive morale and a student-centric environment that aligns with the college’s core values of passion, innovation, social responsibility and integrity.
Coordinates with the Director on creation and implementation of department policies and procedures.
Collaborates with the Director and team on the design, schedule and delivery of communication to students to foster student engagement and support.
Qualifications and Education Requirements
(Bachelor’s degree required (Master’s preferred)
3-5+ years of supervisory or leadership experience
3-5+ years of academic advising experience in higher education
Demonstrated knowledge of degree requirements, academic policies, and student information systems
Excellent interpersonal, communication, and organizational skills
Strategic thinking and problem solving skills
Competent using technologies including Student Information Systems (SIS), CRM for student management, and Microsoft 365 (Excel, PowerPoint, Outlook and Word)
Our Commitment to Employees
Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For 6 consecutive years, ACE was recognized as one of Indiana’s Best Places to Work, winning the #1 spot for medium-sized companies in 2020. In addition, ACE has earned national recognition, being named a USA Top Workplace in 2022, 2023 and 2024. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:
Medical, dental, & vision Insurance
HSA and FSA options
Paid parental leave
Paid volunteer time
Tuition reimbursement & reduction programs
Generous PTO
401k and employer match
Full-service wellness and EAP program
Employee recognition and awards programs
Employer paid life & AD&D insurance
Short-term disability
Employer paid long-term disability
And more…
Physical Demands
The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media.
Commitment to Culture
At American College of Education, we’re all about building a one-of-a-kind, supportive community where everyone—students, faculty, and staff—can thrive. Guided by our mission and values, we focus on everything from innovative curriculum design to personalized instruction and student support to intentional planning, inclusive initiatives, and strategic resource allocation. We’re dedicated to creating an environment that celebrates freedom of expression, diversity of thought, open dialogue, and mutual respect. We believe in fostering a sense of belonging and wellness so that every member of our ACE family feels empowered, valued, and ready to reach their full potential. Together, we’re creating a vibrant, resilient, and connected learning community where everyone matters.
Additional Notes
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Employees are increasingly integrating AI into their roles, demonstrating its potential to boost efficiency, accuracy, and productivity. By utilizing AI technologies, we can streamline processes, gain valuable insights from data, and automate routine tasks, which allows employees to concentrate on more strategic and creative aspects of their work. While AI is a beneficial tool in the workplace, if its use—such as ChatGPT, Grammarly, Copy.ai, etc.—accounts for more than 50% of any work assignments or job responsibilities, it will need to be reported to a direct leader.
Internet bandwidth speeds from an employee’s remote work location must be a minimum of 50Mbps download speeds and 5Mbps upload speeds. Please note if the bandwidth is shared across multiple devices (tablets, computer, streaming, phone, etc.) you will need higher overall speeds. You can test the speed of your connection by visiting speedtest.net Purchase, setup, installation, support, and ongoing maintenance of reliable internet service is the responsibility of the individual.
American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities. At this time we cannot consider candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama.
ACE is an Equal Opportunity Employer.
