Student Services Operations Manager

Company Description

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

In our U.S. locations, we operate on a hybrid work model with three in-office days and two remote days per week. Starting Q1 2025, we will transition to a four-day in-office schedule, Monday–Thursday. This in-office time fosters creativity, innovation, communication, and stronger team relationships, supporting both individual and organizational success.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

Job Description

The primary purpose of this position is to manage a small team of inbound contact center representatives and operations supporting financial services in the student success department for the implementation of projects and initiatives.

Responsibilities

• Manage a team of contact center representatives specializing in financial services, and develop customer service strategies that are actionable, measurable, and trackable to drive ongoing success and efficiency.
• Lead and guide the team in achieving key performance indicators, evaluate skill proficiency, offer constructive feedback and coaching, and conduct quality reviews to ensure continuous improvement.
• Conduct data review and analysis to identify emerging trends, foster innovation, and provide actionable recommendations for continuous improvement and strategic decision-making.   This will include defect resolution, enhancements and new initiatives that impact student success in partnership with other teams across the organization.
• Identify and lead large scale process improvement efforts and process changes in the delivery of financial services support to students.
• Maintain expertise in regulatory and compliance trends especially in regard to financial services that impact the delivery of student support and make recommendations for change.
• Provide guidance to the Sr. Manager with a focus on the student success teams, while demonstrating strong knowledge of the business and expertise in financial services.
• Completes other duties as assigned.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree.
• 3 years in higher education including some management responsibilities.
• Knowledge of regulations related to higher education including Title IV, academic policies, auditing procedures.
• Ability to influence peers, superiors and indirect reports in a matrix organization.
• Knowledge of Agile methodology.
• Ability to learn quickly and adapt to change.
• Ability to lead change.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $61,720.78 and $108,334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation