Academic Operations Services

Lead: Associate Vice President for Online Education

Provide strategic oversight and governance of online initiatives.

Conduct market analyses and enrollment forecasting.

Develop operating and financial models to support enrollment planning and student funding strategies.

Support accreditation and state authorization.

Deliver quarterly operational reports.

ll. Implementation, Business Intelligence & Reporting Services.

Lead: Director of Implementation

Provide strategic oversight of all IT systems, integrations, and scope across CRM, SIS, LMS, and related platforms.

Develop and manage project plans, dashboards, and reporting.

Coordinate cross-functional teams, monitor risks, and drive accountability.

Maintain documentation of project decisions and system/process changes.

Recommend operational improvements based on system performance and user feedback.

Oversee fulfillment of ad hoc data requests.

Provide insights and recommendations from analytics to inform decision-making.

Student Support Concierge Services

Lead: Student Support Concierge

Provide concierge-style advising, registration support, and student advocacy.

Monitor progress and intervene to support student retention.

Maintain accurate communication records and case notes.

Develop communication templates and outreach materials for use in typical retention-supporting scenarios (e.g., student has not registered; student has stopped attending).

Assist with degree audits and graduation clearance in coordination with the Registrar's Office.

Financial Aid Services

Leads: Financial Aid Coordinator & Processor

Administer online financial aid applications, eligibility, and processing.

Maintain compliance with Title IV and DOE guidelines.

Perform reconciliations, QA checks, and audit support.

Counsel students on aid options, arrangements, and deadlines.

Online Faculty Mentor and Support Services

Lead: Faculty Mentor

Serve as mentor/liaison to online faculty.

Communicate policies; respond to faculty inquiries.

Monitor course quality (attendance verification, grading, surveys, engagement).

Conduct weekly spot checks; provide written evaluations each term and annually.

Provide coaching and support; escalate performance or student issues.

Encourage faculty to monitor student progress for improved retention.

Learning & Development Management and Coordination

Leads: Director of Learning & Development; Instructional Designer(s); Assistant IDs

Director of L&D leads design team; enforces QM/OSCQR and ADA standards; manages templates and project maps.

Partner with SMEs to design aligned courses; develop activities and assessments; build courses in LMS.

Populate courses in LMS; perform QA; resolve technical errors; support SMEs.