Portland Community College | Portland, Oregon Portland Community College

Online Student Success Manager

Class: Management | Exempt status: Exempt | Grade: J

three smiling grads

Under the direction of management, the Online Student Success Manager oversees the Virtual Help program, the Student Help Desk, and is responsible for recommending, developing, implementing, and coordinating services and activities which improve student success and retention in online and traditional classes.  The incumbent partners with internal and external stakeholders to support equitable student success in the online and classroom environments by building partnerships, evaluating outcomes and continuous process improvement.

Typical Duties and Responsibilities

  1. Oversees the day-to-day operations of the Virtual Help program, Student Help Desk and online student support services.
  2. Designs, develops and implements programing to support diverse online learners.  Partners with internal and external organizations to expand support and access to online students and collaborates with student services, instructors, students and other college staff to address issues facing student in the online environment.
  3. Leads online tutoring services including hiring, programming and staffing.  In collaboration with internal and external partners identifies programmatic needs; assesses service delivery, quality and effectiveness; and ensures coverage to meet demand.
  4. Engages in outreach, orientation, and ongoing communication with online students. Works with Marketing and Recruiting staff to improve efficacy of recruiting activities. Maintains and updates Start Guide for Online Learning and student facing websites.
  5. Coordinates proctoring alternatives for online students. Trains instructors and liaises with vendors. Coordinates with college testing centers to standardize guidelines and practices and identifies viable testing center locations.
  6. Designs, develops and facilitates online workshops focused on access to college resources, scholarships, the college transfer process, student success, and other areas.  Collaborates with faculty, students and staff to ensure inclusive and equitable programming.
  7. Participates in/on a variety of meetings, committees, task forces, and/or other related groups to communicate information regarding services, programs, areas of opportunity, and/or other pertinent information as appropriate.
  8. Maintains student-facing web content and services in collaboration with Online Learning staff, IT, and Marketing. Monitors and uses social media tools to promote services and respond to concerns.
  9. Maintains technical knowledge of best practices in online learning, online educational trends, changes and developments in service strategies.
  10. Supervises academic professionals, paraprofessionals, technical/support, classified staff and/or student and casual employees. Hires, evaluates, trains, disciplines and recommends dismissal of staff as necessary.
  11. Develops, implements, and monitors program and associated budgets, ensuring compliance with applicable fiscal restraints; implements and allocates resources following budget approval; approves expenditures.
  12. Assists in the development of policies, practices, and standards which facilitate effective use of online learning.
  13. Leads special projects as assigned.
  14. Performs other related duties as assigned.

Work Environment

Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.

Minimum Qualifications

Bachelor’s degree in Education with an emphasis in student services.  Relevant experience may substitute for the degree requirement on a year-for-year basis.  Three years progressively responsible experience related to area of assignment, including two years of lead or supervisory experience and one year of experience developing online student services. Successful completion of PCC LEAD Academy or a comparable external leadership training program may substitute for up to 6 months of lead or supervisory experience.

Knowledge, Skills, and Abilities

Knowledge of:
  • Supervisory principles;
  • Policy and procedure development and implementation practices;
  • Best practice in online student service delivery and principles and practices of student support services;
  • Student retention strategies;
  • Budgeting, financial and business management principles and practices;
  • Applicable federal, state, and local laws, rules, regulations, codes, and/or statutes;
  • Analytical methods and techniques;
  • Program/project management principles and techniques.
Skills in:
  • Supervising diverse staff;
  • Coordinating activities with other internal departments and/or external agencies and vendors;
  • Communicating technical information to non-technical audiences;
  • Managing projects;
  • Monitoring compliance with applicable policies, procedures, rules, and regulations;
  • Interpreting and applying applicable laws, rules, and regulations;
  • Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
  • Planning and implementing program components;
  • Compiling and analyzing data;
  • Conducting needs analysis;
  • Conducting outreach activities;
  • Preparing collateral and marketing materials;
  • Interpreting complex documents.
Ability to:
  • Work with diverse academic, cultural and ethnic backgrounds of community college students and staff;
  • Utilize computer technology for communication, data gathering and reporting activities;
  • Communicate effectively through oral and written mediums;
  • Assess the consequences and outcomes of program initiatives;
  • Monitor legal and regulatory changes.

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4/2021

Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.