Customer Support Jobs at New York University with Visa Sponsorship

Position Summary:

Lead the Outreach and Support team within NYU's Office of Student Success, serving as the primary point of contact for proactive student outreach and individualized student support across the University, specifically regarding the retention, persistence, and graduation goals of the University. Supervise a team of Student Success Specialists, guiding their daily work, professional growth, and the quality of their student support practice, while also personally handling escalated, complex, or highly sensitive student cases. The position operates on two main fronts. First, it builds and manages the team responsible for data-informed, proactive outreach, ensuring students potentially in need of support regarding pathways to registration or graduation are identified early, connected to resources, and followed up with consistently. Second, it designs and continuously improves the outreach strategy itself, using institutional data coupled with research on retention, persistence, and student belonging to shape campaigns, then assessing and iterating those campaigns based on outcomes. Beyond team and outreach management, represent the Office in cross-campus committees and partnerships, work with campus partners to build out early alert processes, extend training and consultation to NYU's Global Sites, and identify administrative barriers that potentially slow students' progress toward graduation. Review University policies and procedures for their impact on student success, and advocating for changes that remove unnecessary obstacles.

Qualifications:

Required Education:

Master's Degree

Preferred Education:

Master's Degree Terminal degree, preferably in counseling, social work, higher education, or related fields

Required Experience:

5+ years full-time/professional staff management and leadership experience, including at least one year of full-time experience in case management or student support services in an education setting.

Preferred Experience:

7+ years experience working in Higher Education.

Required Skills, Knowledge and Abilities:

- Broad understanding of case management in the higher education setting, and within a large decentralized institution specifically, as well as an understanding of how to develop campaigns and partnerships that influence student behavior and overall success.
- Understanding of the current research, including promising practices in student success and retention, student transition and development, and community and belonging, in order to effectively make an impact on key goals and outcomes.
- Knowledge of federal regulations regarding FERPA, HIPAA, and the privacy of student records/information.
- Excellent written, oral, and interpersonal communication skills with faculty, students, and administrators across the entire University community, including students and their families, faculty, advisors, and other administrators.
- Strong skills in the areas of conflict resolution, problem solving, and ability to analyze complex situations.
- Excellent interpersonal communication skills and proven ability to develop collaborative relationships among various constituents.
- Solution-focused approach to addressing a myriad of student concerns and care responses.
- Demonstrated commitment to diversity, belonging, and inclusion, as well as the ability to work with a wide range of constituencies (staff, students, faculty, parents, and administrators) with diplomacy and tact.
- Experience providing consultation to university faculty, staff, students, and administration.
- Excellent judgment and experience managing confidential and sensitive information.
- Proven ability in assisting people in unbiased reflection on behavior, decision-making, and community membership.
- Collaborative spirit of warmth, acceptance, respect, and team-oriented approach to problem-solving.
- A demonstrated ability to excel in a diverse environment, a strong customer service background, and a student-centered mindset.
- Experience developing KPIs and other success indicators and assessing impact.
- Experience managing a team.
- Deep expertise in various student retention models and the means by which to assess those models.
- Must be well-versed in quality data collection and reporting to ensure adequacy, accuracy, and legitimacy of data in NYU systems and be able to strictly follow data privacy and security procedures for data handling and analysis to ensure adherence to legal and institutional standards.

Preferred Skills, Knowledge and Abilities:

Student issues supported by the Office of Student Success can be complex and challenging; therefore, experience supporting diverse student populations facing complex academic, personal, social, and financial issues is strongly preferred. Working knowledge and/or experience with PeopleSoft and/or student relationship management systems/early alert systems.

Additional Information:

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $100,000.00 to USD $120,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.