Student Support Manager

University of Michigan

Job Description

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. 


Reporting to the Assistant Director of Academic Success, the Student Support Manager will be responsible for supporting School of Information students by providing direct support for students experiencing complex incidents and crises impacting their campus life. The Student Support Manager will collaborate extensively with UMSI staff, faculty, and university partners to holistically support students through intervention, education, outreach, and referrals to appropriate support services. This role will also collaborate with the Assistant Director of Academic Success to help implement and support academic success programs, workshops, and resource development. 

The successful candidate will thrive in an open, fast-paced and collaborative work environment, and have a desire to work with a talented and diverse student, faculty, and staff population.

Who We Are

The School of Information is a progressive, interdisciplinary professional school that offers five academic programs. UMSI delivers innovative, elegant and ethical solutions connecting people, information and technology. The school was one of the first iSchools in the nation and is the premier institution studying and using technology to improve human computer interactions. Our school mission is to create and share knowledge so that people will use information – with technology – to build a better world.

The Academic Programs and Student Life team (situated within the Office of Academic and Student Affairs) leads a wide range of success-oriented work with and for current students at the School of Information (UMSI) across academic programs. There are four main pillars of work within the APSL team including academic program management, academic advising, student success and support, and student life. Additionally, we assist students with personal concerns and navigation challenges, both directly and through referrals to campus services and resources. Academic success and student support are key areas of our student experience and we continue to develop new initiatives in this area. Our team creates and implements student assessment and evaluation for the academic programs and our team’s services and works with students and faculty to develop new programs and initiatives. 

For more information about UMSI, please visit our website.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

  • Generous time off

  • A retirement plan that provides two-for-one matching contributions with immediate vesting

  • Many choices for comprehensive health, dental, and vision insurance

  • Life insurance

  • Long-term disability coverage

  • Flexible spending accounts for healthcare and dependent care expenses

  • Tuition support program


  • Student Case Management and Student Support (65%) 

    • Manages a regular caseload of critical student cases and directly supports students experiencing complex incidents and crises impacting their campus life, including referrals to the UMSI Student Support Inbox and delegates accordingly to other staff and appropriate on-campus resources to students 

    • Implements support plans for critical student cases and monitors the progress and follow-up of critical student cases from initial contact to resolution

    • Co-lead the implementation of staff and faculty training on how to support and refer students of concern, including offering direct consultation, developing regular communications, and planning cyclical trainings

    • Acts as liaison between central university resources when working with critical student cases, including but not limited to Counseling and Psychological Services (CAPS), Services for Students with Disabilities (SSD), Dean of Students, Office of Financial Aid, and Office of Student Conflict Resolution (OSCR), and the Center for Education of Women+ (CEW+) 

  • Academic Success Program Management (25%) 

    • Coaches students utilizing effective academic support strategies to help students improve their academic standing 

    • In consultation with the Assistant Director of Academic Success, implements workshops and presentations relating to academic and student success.  

    • Develop outreach strategies for student support through regular student communications, events, and coaching

  • Reporting and Assessment (5%) 

    • Support data collection, analysis, and reporting for student success programs, including academic probation and student difficulty reporting 

    • Maintain accurate records of critical student cases and oversee case management reporting 

    • Support continuous improvement through data gathering, best practice benchmarking, and program assessment

  • Service, Learning & Professional Development (5%):

    • Support the mission and goals of the school and the strategic priorities of the Dean

    • Serve on school, university or professional organization committees/boards

    • Invest in individual commitments to support diversity, equity and inclusion

A full job description can be found HERE.


Required Qualifications*

  • Bachelor’s degree  in a related field, or an equivalent combination of education, certification, and experience

  • Minimum of 2-3 years of increasing responsibility in academic success coaching, academic advising, student services, academic support, college counseling, or similar professional experience in an educational setting

  • Strong organizational skills, with attention to accuracy and detail

  • Demonstrated experience with process improvement and developing new initiatives

  • Experience in using project management tools and/or cloud-based tools for collaboration (i.e. Trello, Google Suite)

  • Demonstrated ability to use data effectively including collection of data, reviewing data for integrity, analyzing and identifying data trends, and making decisions based on data interpretation

  • Demonstrated ability to work independently, yet also exercise initiative as a critical member of a team

  • Experience in change management, both with self and assisting others, and ability to function effectively in a dynamic environment

  • Experience supporting students with diverse backgrounds holistically (e.g. assisting students having personal difficulties that interfere with their academic progress or success)

Work Schedule

Punctual, regular, and consistent attendance is required. Will require working during non-business hours and on weekends. Will require regular regional travel and occasional domestic travel. This role can be hybrid but does require on-site work due to the collaboration needed. Flexible work agreements are reviewed annually and are subject to change dependent upon the business needs of the school and/or university requirements.

Work Locations

Will require travel to various locations on and off campus for meetings. This position will be based in UMSI offices in Ann Arbor, with some remote flexibility available.

Additional Information

This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy.   Successful candidates must comply with federal, state, and local law, and/or university policies or agreements that require the university to implement specific privacy and security safeguards, including but not limited to ITAR, EAR, HIPAA, FERPA, and FISMA.  This position is responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and following applicable regulations and instructions regarding access to computerized files and release of data internally or externally to the University of Michigan.  

NOTE:  Visa sponsorship is not available for this position.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

*Please mention you saw this ad on AcademicJobs.*

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