The Associate Director of Online Student Success is responsible for delivering a delightful and personalized online student experience, ensuring exceptional customer service and achieving high program satisfaction and retention rates across all online programs at Westminster.

Duties and responsibilities

Student Services and Support

1. Develop and implement strategies to continuously improve and enhance student support and retention (proactive and reactive measures). 
2. Ensure high service standards are set, met, and documented (SOPs).
3. Collaborate with the Associate Director of Residential Student Success and her team on matters related to registration, catalog and academic policies, financial aid and billing, assessment, and accreditation.

Student Experience and Engagement

1. Design and deliver “power of moments” experiences for students across all touchpoints throughout their program.
2. Support the Dean of Online Students and his team to enhance our spiritual care ministry to students.
3. Collaborate on the planning and execution of academic and student events: Orientation, commencement, regional gatherings, conferences, etc.

Team Leadership and Growth

1. Create a culture of excellence, continuous improvement, and accountability.
2. Invest in the learning and growth of direct reports through reading, training, and giving of regular feedback.
3. Set and measure leading and lagging indicators of team performance.
4. Conduct bi-annual performance reviews.

Department Administration

1. Set and manage the department budget.
2. Track department KPIs and goals.
3. Generate reports and provide data as requested.

Other responsibilities as required by supervisor

Skills 

• Soft skills to listen deeply and winsomely engage with students and collaborate with colleagues across the seminary
• Excellent written and oral communication skills
• Demonstrated ability to: 

1. Organize and manage priorities and execute projects
2. Personally provide a very high level of service to others
3. Creatively solve problems
4. Gather and quickly absorb new information

• Proficient with computers. We use Macs and many applications and SAAS tools daily. 

Qualifications

• Bachelor’s degree required
• 2+ years of experience successfully leading a customer service/experience team
• Track-record of building (remote) teams and forging productive relationships across functions
• Access to proper, distraction-free remote work setup
• Candidates with knowledge of Westminster’s online programs and policies are preferred

Attributes 

• Passionate about delivering excellent customer service/experience
• Love for the church and Westminster’s mission
• Bias towards serving others with emphasis on building long-term relationships
• Entrepreneurial, self-motivated 
• Collaborative, creative problem solver
• Attentive to detail
• Highly organized
• Adaptive to changing circumstances
• Sound judgment
• Learning/Growth mindset

Working conditions

This job operates primarily in a professional office environment. 

This is a full-time, exempt position.

This position can be remote/hybrid.

Leadership Accountability 

This position supervises or coaches employees.

This position is responsible for performance evaluations for subordinates.

This position makes hiring and pay recommendations or termination recommendations.

Westminster Theological Seminary hires only personnel who belong to a Protestant evangelical church and subscribe to Biblical orthodoxy (belief) and orthopraxy (practice). Employees shall affirm their agreement with the historic, trinitarian Christian faith as expressed in the Apostles’ Creed. Otherwise, Westminster Theological Seminary is an equal opportunity employer, dedicated to providing equal employment and advancement opportunities to all individuals, except as specifically allowed by federal and state law, and basing employment decisions on merit, qualifications and training. Westminster Theological Seminary does not discriminate in employment opportunities or practices on the basis of race, color, religion (except as religion is a bona fide occupational qualification), sex, national origin, age, disability or any other classification protected by law.

In accordance with the above paragraph, all employees are required to sign Westminster Theological Seminary's Community Life Policy affirming their commitment to Christian belief and practice as described in the policy.