Academic and Student Support Manager, Global Initiatives

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Academic and Student Support Manager, reporting to the Vice President of Global Initiatives, will be a primary contact for relevant student and partner global initiatives activities including academic advising requests and academic integrity cases, direct student engagement and coordinates and leads relevant internal and external communication. The Academic and Student Support Manager also maintains related internal records and supports a comprehensive and proactive communication strategy focused on learner success and persistence. This role can be 100% remote. #LI-Remote

What you'll do:

• Manage and support tracking and documentation related to relevant project or program operations.
• Oversee multiple workflows that achieve global initiatives project outcomes.
• Management and oversight of the GVA (Guest Vendor Account) email account creation process, including submission of partner employee (reviewer and coach) information for new accounts and annual account renewals. Track account expiration for each account holder access and coordinate closure of accounts for inactive or dismissed employees.
• Monitor the GEM "48-hour inbox." Lead or coordinate follow up measures.
• Be a GEM orientation lead for monthly orientations for new students. Duties include developing orientation materials, delivering AI training content and delegating orientation tasks to supporting team members. Manage post-orientation feedback and surveys to identify and build areas of improvement.
• Coordinate and run monthly "office hours" for GEM Students. Provide a safe space for students and partners to ask questions, raise concerns, and give feedback about the GEM program. Follow up with leadership, students/partners. Identify problem areas and concerns and develop appropriate strategies to address each.
• Be a GEM internship program lead. Oversee timelines and submission to internal SNHU teams and external partners. Manage application process for each cohort and messaging to partners regarding new cohorts chosen.
• Work with international partners and students to support student record needs including transcripts, letters of recommendation, diplomas and equivalency letters.
• Access confidential information including student details (grades, submission details) and partner contract details.
• Lead partner Brightspace training sessions to ensure that partners can access relevant student and program information.
• Assist GEM and the Data Analytics team to analyze periodic reports for GEM enrollment, scholarship eligibility and monthly competency completion. Identify data anomalies, report to leadership on at risk students.
• Ensure accurate and effective communication of information pertinent to the to all pertinent levels of SNHU and GEM (mid and senior levels) and to all international partners.
• Other responsibilities as assigned. Job responsibilities can be changed at any time, with or without notice.

What we're looking for:

• 4 years of direct experience working with international students or working in education or higher education
• 6+ years Equivalent of experience in lieu of degree acceptable
• Ability to mitigate time zones and work independently with minimal supervision
• Strong technical skills, including Microsoft Office, Outlook, Teams, Zoom, Adobe, and Google
• Detail-oriented, precise, and meticulous and think critically to solve problems.
• Positive attitude and flexible, outside of the box problem solving skills.
• Strong interpersonal communication skills.

We would like to see:

• Skills that include SNHU's student information system (Colleague, Workday, Banner, Teams, Slack) and Microsoft (Excel, Word, Visio), Adobe as well as other Google tools for instructional training and student orientations.
• Possess organizational, process improvement, technical, and project management skills.
• Ability to plan and anticipate, manage time well, think critically, exercise good judgment, and conduct themselves in a professional and ethical manner.
• Ability to prioritize work, perform well under pressure and maintain productivity despite changing priorities and interruptions.
• Experience working in an international environment.

Work Environment:

Office Hours: Monday through Friday 8:00am - 4:30pm, with the ability to flex start and end times and includes nights/weekends as the needs and time zones dictate.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources