Manager, Student Success Systems

1 week ago

Barrie, Ontario, Canada Georgian College Full time

Manager, Student Success Systems & Insights

(Job Number
:56-24)**
Department:Student Success

Campus:
Barrie

Posting Date:
March 1, 2024

Salary Range:
$42.56-$53.20 per hour

Classification:
Administrative

Status:
Contract - 2 Years


Reporting to the Director, Student Success, the Manager, Student Success Systems & Insights is responsible for leading and managing the integration of services and care units through Navigate360, the development and implementation of business processes, policies and procedures, and reporting and data collection and dissemination, to support student retention and the delivery of an unrivaled experience for students and employees.


The incumbent is student and service focused and responsible for leading the investigating, analyzing, planning, developing, implementing and continuously enhancing the College's Navigate360 system including onboarding and support of care units, developing policies, procedures and services that support the achievement of strategic priorities and related retention targets and compiling and sharing data insights to support student services decision making.


Specific duties include, but are not limited to:

Navigate360 Management and Implementation:

  • Leads the overall daytoday effective performance of Navigate360, balancing the priorities of both the technical and retention drivers. Provide oversight to scope of work, level of effort, timing estimates to care units provided by staff/vendor, and ensure they are reasonable according to normal industry practice
  • Provides an unrivaled student and employee experience to all customers for all Navigate360 student success products and modules in use at the college
  • Researches, plans, develops and implements efficient service processes to ensure constituents are served promptly, efficiently and with the correct answer either in person or online, across all Georgian campuses and regardless of which department they contact. This includes the coordination and distribution of technical and informational content necessary to support student/employee service and communications to students/employees.
  • Manages relationships with constituents, including Digital Innovation, Registrar, Student and Learning Services, Global Engagement, Academic Deans, Human Resources, Corporate Services, and other leaders to identify, model, and document business process, and data requirements for care units using the system
  • Represents constituents throughout planning, development, and release processes
  • Represents the college, where appropriate, with regards to the relationship with Navigate360 team
  • Oversees the ongoing operational use of Navigate360 in all aspects and processes
  • Provides leadership and direction for the implementation and enhancement of Navigate360 and related processes, procedures, and policies
  • Estimates, prioritizes, plans, and coordinates Navigate360 enhancements, expansions and implementation of new products/modules by working with the respective functional teams, the RO, privacy office and the IT technical team
  • Provides direction and oversight to key Navigate360 functions, collaborating with appropriate care unit team leads
  • Determines key performance indicators to measure success and provides regular reporting from Navigate360, supporting the communication of intervention success and retention outcomes
  • Develops and provides documentation and ongoing training for student's and employee's use of Navigate360. Supports care unit leads on the development of care unit specific documentation and SOPs.
  • Translates technical complexities to constituents, ensuring understanding of design and implementation decisions
  • Supports IT technical team in understanding business and test requirements
  • Develops and forges strong relationships and builds consensus among college constituents
  • Analyses and develops strategies to address operational issues, identifies procures, and implements required enhancements to improve service delivery, processes and system capability/functionality
  • Provides guidance and direction to the academic community on matters relating to access, processes, policies, etc.
  • Designs the ongoing Navigate360 governance and collaboration model and structure in alignment with other key college systems, including ServiceNow
  • Ensures care unit access and system compliance with FIPPA requirements, working in collaboration with college privacy officer

Data Insights and Retention reporting:

  • Develops, implements, and monitors, in collaboration with Director, the strategic, comprehensive strategy to leverage the College's Navigate360 investment to support the collection and reporting of data to inform the unrivalled experience and increased student retention.
  • Collaborates with care unit (service departments in the system with student service functions e.g. international, student success advisors, language help centre, housing, academic planning, e

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