Student Services Program Manager

Student Services Program Manager

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The Center for Academic Innovation at the University of Michigan is seeking a qualified Student Services Program Manager to establish exceptional service capabilities for online and hybrid learners engaged with U-M's portfolio of non-credit and for-credit learning experiences. You will lead the center's work in collaborating with institutional administrative and academic unit partners to advise on the development of support capabilities within the institution and individual academic units, and establishing policies to support learners engaged with the portfolio of open online learning experiences hosted by the center.

Through curricular innovation, tools for student success, and educational research and analytics, the University of Michigan Center for Academic Innovation is building the future of education. Our vision is a future in which education connects and empowers learners everywhere to reach their full potential throughout their lives. To realize our vision, we make it our mission to collaborate across campus and around the world to create equitable, lifelong educational opportunities for learners everywhere.

The Online Learning group within CAI consists of five teams that collaborate with others across the Center and University to design and develop online learning experiences that support the future of education for a global community. We work with faculty and academic unit leaders to envision how they can expand reach and impact, advance innovative teaching, and support greater access and lifelong learning through the design and development of integrated online learning experiences. Our teams focus on the following areas:

• Strategic sourcing of new opportunities for online learning
• Developing internal and external partnerships that promote engagement with learning experiences
• Providing program management services throughout degree program development and operations
• Supporting end-to-end design and development of online learning experiences, including design management, learning experience design, and iteration of learning experiences after they have launched
• Supporting learners' success and engagement in live courses and programs

Responsibilities:

Institutional Infrastructure For Online Student Services And Support

• Work with centralized university resources to identify services available to online and hybrid students, ensuring institutional processes related to student success are well designed and inclusive of students engaged in online and hybrid options.
• Develop resources outlining available campus-wide resources and services for online and hybrid students, sharing resources with academic unit liaisons for distribution among learners.
• Consult with academic unit student services staff to assess needs of students in online and hybrid programs across the University to inform development of central infrastructure and processes for services.
• Assess student perceptions of access to support resources across the University, establishing recommendations regarding how access can be strengthened.
• Participate in conversations and communities on campus around the provision of student services, exploring how services and support offered contribute to the vision for online learning at U-M.

Consultative Support For Academic Unit Partners

• Advise academic units regarding practices for establishing high-quality student service models to support online learners.
• Coordinate with academic units to assess and identify needs related to their online students, and identify solutions to meet those needs.
• Collaborate with unit representatives to develop onboarding materials and resources that support students- matriculation into a program
• Work with academic units to establish a student service operation plan for online or hybrid programs in collaboration with the CAI program managers.
• Develop guidelines for evaluating the effectiveness of current models for online and hybrid student support services, providing recommendations to improve the processes.
• Consult on development of student-related policies for online and hybrid portfolios and programs.

Establish Support For Learners In Michigan Online

• Consult with CAI colleagues, including learning experience design, marketing, and platform team, to improve learner pathways and support structures.
• Recommend continuous improvement areas for learners- experience in accessing support via Michigan Online.
• Collaborate with team members to establish thoughtful strategies and resources to promote learner progression and engagement in pathways between non-credit and for-credit programs.
• Collaborate with internal and external technology partners to scope technology product improvements that support the needs of students, academic units, and administrative partners.
• Inform development and implementation of learner-centered policies, resources, and processes
• Analyze, with the Product Research team, learner feedback, engagement data and service metrics to identify trends, enhance service operations, and recommend improvements to Michigan Online's learner experience.

Required Qualifications:

• Bachelor's degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience.
• Experience working with student support staff to develop services to support students in online and hybrid programs.
• Knowledge of regulations related to student access and academic success (e.g. accessibility, FERPA).
• Experience working with individuals and groups at all levels within the University and ability to manage partnerships.
• Experience working with cross campus partners to develop operational processes.
• Knowledge of trends in technology, innovation, and higher education.
• Align technology solutions with student support needs, current educational and technological trends, and campus-wide goal/priorities and infrastructure.
• Experience in a research focused university setting.

Modes of Work:

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

The mode of work for this position is Hybrid with a minimum of 4 days in the office per week, Monday through Thursday, with an option of remote work on Fridays. On occasion, you may be required and must be available to work onsite on Fridays if necessitated by our center's policy and domain leadership or by your job requirements.

Additional Information:

Salary Information

The general salary range for this position is $80,000 - $90,000. You can expect to be paid a great compensation package. Factors used to determine salary include education level and experience for the position and internal equity within the unit. You are encouraged to discuss salary questions to honor agreement and transparency throughout the recruiting process. The salary for this position will be based upon the selected candidate's education and experience. Please Note: This is a 5 year term limited position with the possibility of renewal depending on funding. Candidates must have legal authorization to work in the United States.

Organizational Statement on Harassment:

We believe all individuals deserve to be treated with respect and dignity and have the right to work in a professional atmosphere that promotes mutual respect and a safe space for collaboration. Any concerns shared with any staff members and student employees in the Center for Academic Innovation will be reported to the Equity, Civil Rights, & Title IX Office to be reviewed and addressed, and the Center for Academic Innovation encourages reporting of any forms of harassment including sexual and gender-based harassment.

Background Screening:

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.

Application Deadline:

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

Decision Making Process:

Applications will be reviewed as received throughout the posting period and continue until the position is filled.

U-M EEO Statement:

The University of Michigan is an equal employment opportunity employer.

Job Detail:

Job Opening ID 272064

Working Title Student Services Program Manager

Job Title Program Manager

Work Location Ann Arbor Campus Ann Arbor, MI

Modes of Work Hybrid

Full/Part Time Full-Time

Regular/Temporary Regular

FLSA Status Exempt

Organizational Group Vp Acad Innovation

Department Center for Academic Innovation

Posting Begin/End Date 12/17/2025 - 1/16/2026