Join Us AS Manager of Online Student Success – FT
Company: Westminster Theological Seminary
Job description: Job TypeFull-timeDescriptionJob PurposeThe Manager of Online Student Success will lead the delivery of personal, innovative, and structured academic support services for our online students. In this role, you will blend creative strategic thinking, a passion for student care, and operational excellence to create an exceptional online experience – driving high levels of student satisfaction, retention, and program success.This position requires a proactive, solution-oriented leader who thrives on building systems where none exist, improving processes, and crafting meaningful student interactions. You’ll bring strong project management skills, a customer-first mindset, and a collaborative spirit to partner closely with the Online Learning team. This role can be fully remote.Duties and responsibilitiesStudent Services and Support
- Implement proactive and responsive strategies to support student success and retention.
- Monitor student progress through systems like Stellic, and coordinate interventions to help students stay on track or transition to other academic options when appropriate.
- Develop and maintain an “early alert” system to identify and support at-risk students.
- Keep student-facing knowledge bases and resource centers organized, accurate, and easily searchable.
- Contribute to setting and maintaining high service standards, including documentation of standard operating procedures (SOPs).
- Partner with other departments (Registrar, Admissions, Financial Aid, Residential Student Success, etc.) to ensure seamless support for online students across all areas.
- Support the Dean of Online Students in his efforts to care for the spiritual wellbeing of online students.
Process Management and Team Collaboration
- Drive projects and initiatives to improve student services operations and the overall online student experience.
- Collaborate with the Online Learning team to build efficient, scalable processes where gaps currently exist.
- Model excellent customer service, offering guidance and support to Online Student Success team members as systems are developed and refined.
- Help create a culture of collaboration, innovation, and continuous improvement within a growing and evolving team.
Administrative and Reporting Responsibilities
- Track Student Success metrics and support the collection of key data to measure outcomes and inform decisions.
- Generate reports and provide insights related to student engagement, retention, and service interactions.
- Perform other duties as assigned by the Associate Director of Online Learning.
RequirementsSkills
- Soft skills to listen deeply and winsomely engage with students and collaborate with colleagues across the seminary
- Excellent written and oral communication skills
- Proficient with computers. We use Macs and many applications and SAAS tools daily.
- Demonstrated ability to:
-Organize and manage priorities and execute projects-Personally provide a very high level of service to others-Creatively solve problems-Gather and quickly absorb new informationRequired
- Bachelor’s degree required
- 2+ years of experience successfully leading a customer service/experience team
- Access to proper, distraction-free remote work setup
- Candidates with knowledge of Westminster’s online programs and policies are preferred
Ideal Candidate
- Entrepreneurial, proactive, and visionary
- Passionate about exceptional student service and experience
- Comfortable with ambiguity and building new systems
- People-oriented and solutions-driven, balancing empathy with action
- Collaborative, creative, and committed to continuous improvement
- Highly organized with strong attention to detail
- Growth-minded and eager to learn
Working conditions
- This is a full-time, non-exempt position. 40 hours per week is expected.
- If remote, travel to Westminster campus is expected 4 times a year.
- This job operates primarily in a professional environment.
- This position does not supervise or coach employees.
Westminster Theological Seminary hires only personnel who belong to a Protestant evangelical church and subscribe to Biblical orthodoxy (belief) and orthopraxy (practice). Employees shall affirm their agreement with the historic, trinitarian Christian faith as expressed in the Apostles’ Creed. Otherwise, Westminster Theological Seminary is an equal opportunity employer, dedicated to providing equal employment and advancement opportunities to all individuals, except as specifically allowed by federal and state law, and basing employment decisions on merit, qualifications and training. Westminster Theological Seminary does not discriminate in employment opportunities or practices on the basis of race, color, religion (except as religion is a bona fide occupational qualification), sex, national origin, age, disability or any other classification protected by law.In accordance with the above paragraph, all employees are required to sign Westminster Theological Seminary’s affirming their commitment to Christian belief and practice as described in the policy.Westminster Seminary offers FT employees valuable benefits including:Generous PTO, retirement plan contributions, medical/dental/vision/life insurance, a flexible and casual work environment for most positions, and a faith-based culture rooted in God’s word.
Expected salary:
Location: USA
Job date: Fri, 25 Jul 2025 05:06:58 GMT
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