How to Apply

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in two pages or less, please let us know how this role aligns with your career aspirations and skill set. Submit both a cover letter and resume as one file (because of system limitations).

Responsibilities*

Institutional infrastructure for online student services and support

• Work with centralized university resources to identify services available to online and hybrid students, ensuring institutional processes related to student success are well designed and inclusive of students engaged in online and hybrid options.
• Develop resources outlining available campus-wide resources with a focus on clarity, scalability, and quality learner experience across programs. Consult with academic unit student services staff to assess needs of students in online and hybrid programs and translate findings into system-level recommendations and service design improvements
• Assess student perceptions of access to support resources across the University, and synthesize insights into actionable, program level recommendations for improvement.
• Participate in conversations and communities on campus around the provision of student services, exploring how services and support offered contribute to the vision for online learning at U-M.

Consultative support for academic unit partners

• Advise academic units regarding practices for establishing high-quality student service models with an emphasis on scalability, consistency, and alignment with CAI and institutional strategy.
• Coordinate with academic units using structured processes to identify system challenges before collaboratively developing solutions.
• Collaborate with unit representatives to develop onboarding materials and resources that support students? matriculation into a program.
• Work with academic units to establish a student service operation plan including defining service models, roles, workflows, and success metrics.
• Develop guidelines for evaluating the effectiveness including measurable outcomes, KPIs and continuous improvement processes.
• Consult on development of student-related policies for online and hybrid portfolios and programs.

Establish support for learners in Michigan Online

• Consult with CAI colleagues, including learning experience design, marketing, and platform team, to design integrated, end-to-end learner support ecosystems across platforms and programs.
• Recommend continuous improvement areas based on data, user research, and service performance metrics
• Collaborate with team members to establish thoughtful strategies and resources to promote learner progression and engagement in pathways between non-credit and for-credit programs.
• Collaborate with internal and external technology partners to scope technology product improvements that support the needs of students, academic units, and administrative partners.
• Inform development and implementation of learner-centered policies, resources, and processes
• Analyze, with the Product Research team, to identify systemic gaps, inform strategic decisions, and prioritize service design improvements.

What You'll Do

The Center for Academic Innovation at the University of Michigan is seeking a qualified Student Services Program Manager to collaborate with institutional administrative and academic unit partners to design scalable student service systems and support models within the institution and individual academic units. This includes guiding the development of learner centered policies, processes and service frameworks to support students in degree seeking programs and learners in open non-credit learning experiences. This role is a consultant for continuous improvement for student and learner services, positively impacting the experience of different learner populations.

Required Qualifications*

• Bachelor's degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience.
• Demonstrated experience designing, improving or scaling student service programs, services, or operational processes
• Experience using systems thinking to diagnose problems and develop structured
  
  program-level solutions.
• Experience working in a consultative or advisory capacity with stakeholders, including influencing decisions without direct authority
• Knowledge of regulations related to student access and academic success (e.g. accessibility, FERPA).
• Experience working with individuals and groups at all levels within the University and ability to manage partnerships and influence cross-functional stakeholders in a matrixed environment.
• Experience supporting or designing for online, hybrid, adult or non-traditional learners.
• Knowledge of trends in technology, innovation, and higher education.
• Align technology solutions with student support needs, current educational and technological trends, and campus-wide goal/priorities and infrastructure.
• Experience in a research focused university setting.
• Ability to learn and appropriately use new technologies to improve processes, communication, and outcomes, including AI-enabled tools where relevant to the role, consistent with university policy and job responsibilities.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes .

The work requirements allow both onsite and offsite work and an employee has an expected recurring onsite presence. On occasion, the employee may be required and must be available to work onsite more frequently if necessitated by unit leadership or their designee and/or the job requirements.

Additional Information

Please Note: This is a 5 year term limited position with the possibility of renewal depending on funding.

Candidates must have legal authorization to work in the United States.

The mode of work for this position is Hybrid with a minimum of 4 days in the office per week, Monday through Thursday, with an option of remote work on Fridays. On occasion, you may be required and must be available to work onsite on Fridays if necessitated by our center's policy and domain leadership or by your job requirements.

The salary for this position will be based upon the selected candidate's education and experience.

We support the creative, responsible, and ethical use of AI tools to enhance our work, in alignment with institutional policies and best practices.

Excellent benefits are available, for details, see http://benefits.umich.edu/

Organizational Statement on Harassment

We believe all individuals deserve to be treated with respect and dignity and have the right to work in a professional atmosphere that promotes mutual respect and a safe space for collaboration. Any concerns shared with any staff members and student employees in the Center for Academic Innovation will be reported to the Equity, Civil Rights, & Title IX Office to be reviewed and addressed, and the Center for Academic Innovation encourages reporting of any forms of harassment including sexual and gender-based harassment

Salary Information

The general salary range for this position is $80,000 - $90,000. You can expect to be paid a great compensation package. Factors used to determine salary include education level and experience for the position and internal equity within the unit. You are encouraged to discuss salary questions to honor agreement and transparency throughout the recruiting process.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

Decision Making Process

Applications will be reviewed as received throughout the posting period and continue until the position is filled.

Job Detail

Job Opening ID

278688

Working Title

Student Services Program Manager

Job Title

Program Manager

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Exempt

Organizational Group

Vp Acad Innovation

Department

Center for Academic Innovation

Posting Begin/End Date

6/10/2026 - 7/10/2026

Salary

$80,000.00 - $90,000.00

Career Interest

Administration