Student Experience Specialist, Student Services and Enrollment Management - Bristol Community College

POSITION TITLE: Student Experience Specialist

DEPARTMENT: Student Services & Enrollment Management

REPORTS TO: Associate Vice President for Student Success

POSITION STATUS: This is a full-time, non-unit position with benefits, some nights and weekends required.

SALARY: $66,744.00 - $70,122.92*

• Hiring salary commensurate with education and experience.

STATEMENT OF DUTIES:

The Student Experience Specialist plays a crucial role in enhancing the student experience within Student Services and Enrollment Management (SSEM). This position is responsible for ensuring students receive accurate and timely information, responding to student inquiries and concerns across multiple platforms, and providing support to the Associate Vice President in the management of student concerns, complaints, grievances, appeals, and conduct as well as confidential labor relations/personnel matters. The Student Experience Specialist supports the collection and analysis of student lifecycle data using various technology platforms to evaluate equitable outcomes, implements outreach campaigns, and manages large-scale events. This role has a strong focus on equity and inclusion and customer service and employs proactive strategies to reach students. The Student Experience Specialist also leverages technology to expand the reach of SSEM and to provide students with real-time information and access to resources.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES:

• Serve as a point of contact for students and student-facing representative for the Office of the Vice President for Student Services & Enrollment Management.
• Coordinate the collection of data related to the student lifecycle including the use of various technology platforms (e.g. Slate, EAB Navigate, Banner, Argos, and Maxient), surveys, and focus groups.
• Analyze data, including disaggregation of student data based on key identities or attributes to evaluate equitable outcomes for students. Generate reports for the Vice President and Associate Vice President.
• Implement student outreach campaigns at the direction of the Vice President and Associate Vice President.
• Provide excellent customer service to students, families, and community members in various forms including phone, email, and the Bristol app.
• Serve as a front-line resource for students navigating college processes, including Student Complaints & Grievances, Student Grievances, Student Appeals, and Student Code of Conduct proceedings; collaborate with the Associate Director of Student Advocacy to appropriately refer students for support with these processes.
• Support the Associate Vice President in the administration and case management of student grievance, appeals, and conduct processes.
• Process student college transfer reports. Process reports including absence reports, grievance reports, etc. Prepare presentations, etc.
• Process student absence notifications.
• Coordinate communication to students from the Office of the Vice President/SSEM, including regular notices and disclosures, important announcements, and event notifications.
• Assist the Associate Vice President and Director of SSEM Operation with completing various compliance-related reports.
• Represent SSEM on various committees and task forces, with a particular focus on improving the student experience.
• Assist the Vice President, Associate Vice President, and Area Directors with administrative processing and/or coordination related to confidential student/labor relations matters.
• Support daily administrative tasks to ensure the functionality and coordination of the Vice President's Office; provide support directly to the Associate Vice President as needed.
• Demonstrate a sense of professionalism and consistently reflect Bristol's core values while interacting with members of the Bristol community.
• Focus on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions.
• Perform other duties as assigned.

EDUCATION AND EXPERIENCE

REQUIRED QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by date of hire.

• Minimum of a high school diploma.
• Minimum of two (2) years of professional experience in student affairs, student services, enrollment management, marketing, or a related field.
• Demonstrated proficiency with Microsoft Office 365 applications as well as social media platforms.
• Excellent verbal and written communication skills.
• Demonstrated ability to convey information to a wide variety of internal and external audiences.
• Excellent planning, organizing, and project management skills.
• Excellent judgment in handling sensitive and confidential material.
• The ability to work effectively with a diverse student body, faculty and staff.
• Reliable transportation for travel to and from meetings, trainings, or campus and community locations as required.
• Ability to work occasional nights and/or weekends as business needs dictate.

PREFERRED QUALIFICATIONS:

• Minimum of an Associate degree.
• Demonstrated experience with Slate and MailChimp or similar systems.
• Demonstrated work experience in a higher education setting.
• Demonstrated experience with various technology systems including Banner, Argos, EAB Navigate, and Maxient.
• Proven ability to form strong cross-functional relationships.
• Robust understanding and demonstrated inclusion of access, equity, and student success practices.
• Ability to communicate in a language in addition to English.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The employee must meet the physical demands and work environment of the position. Reasonable accommodations may be made to enable those with disabilities to perform the essential functions of the job.

Equal Opportunity/Affirmative Action:

Bristol Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, TitleVII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's Title IX & Equity Compliance Officer, Emmanuel Echevarria at diversitytitleix@bristolcc.edu or 774.357.2682; the Massachusetts Commission Against Discrimination; the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Right.