Manager, Student Experience - Toronto, Canada - York University

Description

Purpose:

Osgoode Professional Development (Osgoode PD) is a revenue-generating professional education branch of Osgoode Hall Law School, operating within a highly competitive commercial market for professional and executive continuing education.

Osgoode PD offers degree and non-degree programs to both local and international students.

Offerings include full-time and part-time graduate degree LLMs, non-degree certificates, seminars and skills workshops, summer school and bridging programs, webinars, and custom training for corporations and government.

Staff and programs are located at both the York University campus and Osgoode PD's downtown Toronto office.

The Manager, Student Experience role is responsible for overseeing the strategies and processes to improve and achieve positive student experience at Osgoode PD.

The role is accountable for orientation, advising, and registrations, as well as the efficient, effective, and innovative delivery of non-academic student services.

The role also oversees a team of employees who support student experience initiatives.

Education:

Bachelor's degree in law, education, business, communications, or related field.
Formal training or credentials in student advising or development preferred.

Experience:

3 years management experience.
Experience working with and making decisions related to student experience.
Experience working with professional programs and/or adult learners.
Experience working with complex Customer Relationship Management Systems, such as Salesforce.
Proven record of achieving high levels of client satisfaction and operational efficiency through service design.

Skills:

Familiarity with university policies and processes.
Understanding of best practices in advising, student development and student services in an adult education
Effective communication and presentation skills.
Ability to conduct and facilitate workshops and present to large audiences.
Ability to develop and lead a cohesive team and manage performance and productivity.
Effective customer service skills, with the ability to effectively prioritize competing demands.
Effectively cultivate relationships with internal and external partners.
Effective planning, time management, prioritization, and organizational skills to meet timelines.
Effective judgment, discretion, problem solving skills and initiative.
Effective analytical skills.
Adaptive and flexible.
Able to monitor and evaluate progress towards goals.
Able to lead continuous improvement.