Director, Student Services – School of Professional Studies

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The Director of Student Services is a compassionate leader focused on cultivating a positive student experience for adult learners through accessible, relevant, and innovative education and is committed to building lifelong relationships with them as they seek educational opportunities. This staff member is responsible for the school-wide strategy and operational excellence needed to meet student experience and student success targets for the programs of the School. They will also lead the formulation, implementation and continuous improvement of a comprehensive student services plan and provides leadership in several student and alumni support areas including success coaching, student records, career support, and others.

• Responsible for the planning, development and delivery of best-of-class, comprehensive student services for learners in the School of Professional Studies.
• Nurtures a school-wide culture in which every student is a priority and offers support and advice to adult learners in developing and personalized individual plans to achieve their academic and career goals.
• Organize student engagement opportunities specifically targeted to adult learners (such as new student orientation and onboarding, on campus residencies for online students, professional development and networking events), coordinating with internal and external stakeholders where appropriate.
• Closely monitor student performance and wellbeing –and work collaboratively with online program management partners, as needed– to identify and address at-risk situations and pursue opportunities to enhance student success.
• Provide support and identify appropriate resources to students in distress or crisis. Serve as a liaison to the Campus Assessment, Response, and Evaluation (CARE) Team.
• Provide proactive and timely outreach and intervention through a variety of methods to facilitate effective student communication and engagement.
• Serve as a leading ambassador of SPS’ mission and vision, focused on cultivating an outstanding student journey while raising institutional awareness of the needs of adult learners.
• Work in collaboration SPS teams and other areas across the University to develop and implement effective student success strategies and processes based on best-practices.
• Create lifelong relationships with learners as alumni through appropriate segmentation, targeted programming, and effective relationship management. Plan events and activities that facilitate meaningful alumni engagement and invite alums to return to SPS for further educational development and career support.
• Establish and administer school-wide operational academic, student conduct and behavioral policies, programs and procedures and pursue continuous improvements, based on analysis of outcomes, operations, evolving demographics, student feedback, and other evidence-based inputs.
• In collaboration with appropriate university units, provides leadership in areas related to success coaching, academic records, career support, accounts receivable, and other student related services, policies and procedures.
• Plan and monitor the department’s budget to ensure spending is in line with the school’s objectives.
• Serves as deputy Title IX coordinator for the School of Professional Studies.

• Bachelor’s degree plus seven years of higher education experience or the equivalent combination of education and experience
• Effective communicator, both verbally and in writing
• Strong relationship and stakeholder management skills with commitment to adult learner success
• Ability to make administrative and procedural decisions and judgements on sensitive, confidential issues.
• Demonstrated commitment to creating and maintaining a diverse and inclusive environment.
• Working knowledge of student information, learning management and customer relationship systems
• Evidence of entrepreneurial strength, strategic thinking, innovative attitude, strong business acumen, fiscal accountability, and willingness to experiment.
• Ability to function independently on complex issues.
• Ability to lead and influence without authority
• Master’s degree in Business, Education or a related field
• Previous experience in student affairs, especially in working with adult learners
• Knowledge of best practices and frameworks to increase adult learner development, persistence and completion rates

Note to applicant:
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.


In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply. ​