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Kentucky State University

Thorobreds Leading for Impact: Over 130 Years of Excellence and Empowerment at Kentucky State University

Student Support Concierge Manager

ManagerManagerFull TimeRemoteEntry LevelTeam 501-1,000Since 1886H1B SponsorCompany SiteLinkedIn

Location

Kentucky

Posted

1 day ago

Salary

0

Seniority

Entry Level

Postgraduate Degree2 yrs expEnglish

Job Description

Student Support Concierge Manager

Kentucky State University

• Under the general direction of the Director of Online Education, provides leadership, supervision, and operational oversight of the Student Support Concierge (SSC) team serving online students. • 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. • Exercises independent judgment in resolving complex student concerns, improving operational processes, and ensuring consistent, high-quality support for online learners. • 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.

Job Requirements

  • 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.

Benefits

  • 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.

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