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eCampus Manager of Customer Services

Title eCampus Manager of Customer Services
Categories Administrative and Professional Career Postings
Search # AA-0024-23
Employee Type Full-time Professional, Open Only to BSU Employees
Department Division of Extended Studies
Status Accepting Applications
Position Summary

 The eCampus Center in the Division of Extended Studies at Boise State University is seeking candidates for the position of eCampus Manager of Customer Services. This position is responsible for overseeing daily operations related to delivery of services to support eCampus programming efforts at Boise State University.

 Boise State’s eCampus (distance education) has experienced tremendous growth over the past decade, reaching a record enrollment of over 9,000 students. The recently completed eCampus Strategic Plan will pave the way for developing new programs, enhancing faculty and student support, and helping Boise State carve a unique niche in higher education’s online learning community. http://ecampus.boisestate.edu  

 

In this position you will have the opportunity to:

  • Direct all activities to assist students who are pursuing an education through Boise State University’s eCampus. This includes serving as and supervising staff who will be student services generalists providing University and program information related to admissions, registration, advising, tutoring, financial aid, payment, course materials/tests, etc. and developing and implementing online student support initiatives to promote online student retention and program completion.
  • Coordinate communication activities with students including development of comprehensive response efforts to incoming phone, mail or email communications and management of the university eCampus webpages focused on delivery methods, semester offerings, eLearning orientation, etc.
  • Lead in preparing all Boise State University offices and entities to serve students who participate in courses from a distance. eCampus Center is responsible for ensuring that distant students receive the same level of service as in-person students and that best practices in service delivery are utilized. Collaboration with service staff from many university offices and from existing online programs is required.
  • Develop a mutually agreed upon process to evaluate services in order to ensure continuous improvement and enhance quality. Research and design assessment tools to determine the needs of students, additional resources, and appropriate recommendations. Work with online program and University student services staff to continually provide needed services by means that are appropriate for eCampus students. Provide information related to the university’s provision of student services for accreditation purposes.
  • Create or recommend strategies for basic marketing eCampus courses and programs through written materials, website placements, newsletter, press releases, etc. to assist in recruiting students to the online programs.
  • Oversee and provide support services to faculty who are actively teaching an online course.
  • Ensure services provided by external vendors to distant students maintain a high level of effectiveness and quality.
  • Oversee course administration process involving communication with academic departments to develop future course offering schedules, creation and maintenance of operating procedures, tracking registration related data, and determination of how to appropriately use instructional budget.
  • Assist with production of comprehensive reports highlighting eCampus registration related activities, course completions, and historical changes. Benchmarking to other institutions and providing insights to future opportunities will also be requested. 
  • Direct and monitor how the eCampus appropriated instructional budget and faculty pay contracts are managed.
  • Review and implement financial related policies, guidelines and operating procedures.
  • Develop goals for the operational and service functions; assist the associate director with the development of long- and short-range Unit goals along with monitoring progress toward goals.
  • Remain current on distance education program and administrative trends through activities including extensive reading of the literature, educational activities, and networking. Identify emerging trends that add value to the eCampus program and ensure that Boise State’s practices are current.
Minimum Qualifications

Bachelor’s degree from an accredited college or university or equivalent professional experience;

  • Five (5) or more years of demonstrated experience in a similar role as a program coordinator including one (1) year of managerial experience;
  • Two (2) or more years of demonstrated experience providing customer service and building customer relationships with individuals or a group, including maintaining customer information confidentiality;
    • Demonstrated experience organizing multiple projects concurrently and successfully balancing multiple priorities;
    • Personal knowledge of and experience with the principles and practices of management, supervision and leadership.

Knowledge/Skills/Ability:

  • Excellent interpersonal and communication skills.
  • Ability to make effective presentations to individuals and groups
  • Able to work positively and effectively with multiple internal and external partners and clients.
  • Able to work with many different types of individuals effectively in order to collaboratively establish important processes and procedures. Able to collaborate with administrative and academic departments. Possess strong negotiation and liaison skills.
  • Able to analyze, resolve, and develop long-term solutions to a wide variety of complex and unpredictable problems.
  • Handling difficult and sensitive situations, using sound, independent judgment within general policy and legal guidelines.
  • Proficient in balancing multiple priorities and remaining flexible in response to rapidly changing priorities.
  • Strong personal initiative.  Approach new needs with creativity.
  • Preparing clear, concise, and informative reports, correspondence, and other written materials.
  • Fiscal management skills.
  • Able to develop program activities, goals and objectives; create program evaluation tools and evaluate the effectiveness of the program.
  • Ability to coordinate multiple projects simultaneously to meet schedules and deadlines. 
  • Highly accurate with a large number of details.
  • Have familiarity, knowledge, and passion for finding the best practices in online education and delivery of student services.
  • Experience in student services in higher education.
  • Use/operation of Windows XP or current operating system and Microsoft Office programs.
Preferred Qualifications
  • Master’s degree from an accredited college or university in the area of Education, Education Administration, Human Services, Distance Education, or similar;
  • Two (2) or more years of demonstrated experience in a higher education program coordination role with supervisory responsibilities;
  • Experience in providing or overseeing student services for online students;
  • Experience working at a higher education institution in a student service generalist role requiring knowledge in registration, admissions, academic advising, and financial aid for one(1) or more years.
Salary

The hiring range is $47,500 – $54,600. The actual salary offered will be within this range based on experience. Boise State University offers an excellent benefits package including medical/dental/vision/life/LTD insurance, retirement plan, reduced tuition benefits, vacation and sick leave, plus paid holidays, as well as other benefits.

If This Sounds Like the Job for You

Your application packet must be emailed in PDF format to Kelley Brandt at kbrandt2@boisestate.edu and include:

  • A letter of application addressing how your background and philosophy align with the qualifications and responsibilities of this position:
    • Include the search AA-0024-23 in the subject line of email;
    • In your letter specifically address the following areas;
  • Experience in a similar role as a program coordinator with supervisory responsibilities.
  • Experience providing customer service and building customer relationships with individuals or a group; maintaining customer information confidentiality.
  • Experience organizing multiple projects concurrently and successfully balancing multiple priorities.
  • Personal knowledge of and experience with the principles and practices of management, supervision and leadership.
  • A resume that details your education and professional experience (including dates of employment, description of responsibilities associated with each professional role);
  • Names and contact information of three professional references (include a note saying in what capacity you worked with the reference such as co-worker, supervisor, employee, etc.);

 Note: If selected as a finalist, a background check may be performed.

To better evaluate your candidacy and describe your experience, knowledge and skills, address the underlined minimum job qualifications and preferred qualifications (if applicable) in your cover letter.

Close Date Review of applicants will begin January 3, 2012. Applications received after that point may be considered if the position is not filled from the finalist pool. Written materials submitted with spelling or grammatical issues will receive less consideration.
Additional Information

About the University: http://www.boisestate.edu/

 About the City of Boise: Boise State University is Idaho’s metropolitan research university, located in the state’s capital city and population center, a hub of government, business, fine arts, regional health care, industry and technology, as well as access to sports and popular outdoor recreation. Located on the beautiful Boise River, it anchors the Boise City-Nampa metropolitan area and is the largest city between Salt Lake City, Utah and Portland, Oregon. For more information please visit:  http://www.boisechamber.org/.

 About the Department: http://ecampus.boisestate.edu

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Boise State University is strongly committed to achieving excellence through cultural diversity. The University actively encourages applications and nominations of women, persons of color, and members of other underrepresented groups. EEO/AA Institution, Veterans preference.

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