Student Services Manager- Cleveland State University Global

About Us

Cleveland State Global is a partnership between Cleveland State University and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at Cleveland State University.

Job Overview

The Student Services Manager (SSM) supports all aspects of student services for international students enrolled in Cleveland State Global programs. The main responsibility of this role is to carry out parts of a strategic plan that supports students’ academic engagement, social integration, and cross-cultural development in their new academic and social environments.  This role reports to the Managing Director.

The SSM is a skilled team player who successfully implements support services catered to international students.  The SSM is an entry-level manager role with an innovative approach to analysis, data-driven decision making, and problem solving.  He/She/They understands the holistic overlay of the academic, social, and emotional needs in the student lifecycle.  Having a hands-on approach to academic delivery, customer service, and business growth is essential to successful collaboration with internal and external stakeholders, university administrators, students, and parents.  The SSM is comfortable multitasking, can change priorities to fit business needs, and manages time efficiently.

Essential Functions

Student Services

• Assist the Managing Director in developing programs that guide, prepare, and motivate students toward degree completion
• Oversee the student services team in delivering key service components of the student experience, including student housing and dining, pre-arrival communication, arrival support services, orientation programming, ongoing student services support, and the overall student experience
• Handle special student cases, including students experiencing significant personal and academic difficulties
• Guide, prepare, and motivate students to a successful undergraduate or graduate experience and degree completion
• Deliver exceptional student services, beginning with pre-arrival processes, airport transfers, orientation programming, ongoing student services support, and student acculturation into the university providing a strong foundation for the student’s academic success
• Mentor, train, and coach students to support their skill development in goal setting, strategic planning, cultural competency, problem solving, and interpersonal relationships, among other areas
• Assist in the development, promotion, and implementation of programs to support student retention and socialization/acculturation; assist in the design and implementation of orientation programming
• Teach or coach first-year transitional programming if applicable

Data and Technology

• Collaborate with the Managing Director and Academic Director on data collection and analysis
• Provide required data and information to internal and external stakeholders, with an eye toward strategically planning future retention activities and creating the best possible experience for students
• Contribute to student services operations to ensure that systems and procedures are followed, and technology is used to streamline systems and procedures; assist in the creation of new student services–related processes

People Management

• Recruit, develop, and retain team members to ensure productivity and engagement
• Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organization goals
• Provide coaching, counseling, and corrective action (when necessary) to team members
• Foster a culture that reflects Shorelight’s values

Minimum Qualifications

• Bachelor’s degree
• 2+ years’ experience in higher education or student-facing equivalent
• Experience working with international students or customers in an administrative or academic capacity
• Proven customer service skills
• Demonstrated empathy in managing culturally sensitive situations
• IT literacy (e.g., student information system or database, or customer relationship management systems)
• Ability to work evening and weekend hours as needed
• Eligibility to work in and travel freely to and from the United States without sponsorship

Preferred Qualifications

• Master’s degree
• Proven people management skills
• Experience in program evaluation and assessment
• Experience working with students who face a variety of challenging academic, social, or other needs
• Experience working with international students or customers in an administrative or academic capacity
• Experience working successfully with non-native English speakers
• Knowledge of Spanish, Mandarin, Arabic, or Hindi

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required--Education, Criminal, Identity

Cleveland State Global is an Equal Opportunity Employer.