Sr. Student Success Manager

Department: Retention Services, Operations 

Location: This position is based in Norman, OK with hybrid work options. Local candidates to Norman and Oklahoma City, preferred. 

OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere. 

At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission. 

The Senior Manager, Student Success is a collaborative and student-centered leader who plays a key role in advancing undergraduate student success across OUES online programs. This role focuses on partnering closely with internal teams and university stakeholders to ensure that student success strategies are carried out effectively and consistently, with a strong emphasis on supporting students’ academic progression and overall experience. 

As a trusted partner to the Director of Student Success, the Senior Manager works in close collaboration with OU Advising, and academic colleges to align day-to-day practices with shared goals for student persistence and completion through the Student Success Coaching team. This role supports the translation of strategy into action by fostering strong relationships, encouraging thoughtful problem-solving, and helping teams navigate complexity in a dynamic academic environment. 

The Senior Manager brings a consultative mindset to execution by listening closely to student and partner needs, supporting teams in delivering high-quality support, and contributing to continuous improvement efforts informed by data and lived experience. Through collaboration, coordination, and steady execution, this role helps ensure that undergraduate students experience a cohesive, supportive, and effective pathway from enrollment through graduation. 

· Serve as the primary Student Success liaison to OU Advising, colleges, and academic departments for matters associated with student registration and progression 

· Coordinate with academic partners on advising workflows, degree planning, registration timelines, and policy interpretation 

· Surface and resolve cross-institutional friction points impacting undergraduate student progression 

· Represent Student Success in program- and college-level operational meetings 

· Lead day-to-day execution of the Student Success operating model for online undergraduate programs 

· Ensure alignment between OUES student support practices and OU undergraduate advising and academic policies 

· Oversee operational readiness for undergraduate student lifecycle milestones, including onboarding, registration, progression, and completion 

· Directly manage Student Success Managers and/or Student Success Coaches supporting undergraduate populations 

· Support managers in staffing models, caseload balance, and workload planning aligned to undergraduate enrollment patterns 

· Serve as an escalation point for complex undergraduate student cases requiring institutional coordination 

Performance Management & Quality Assurance 

· Monitor undergraduate-specific KPIs, including persistence, credit momentum, time-to-degree, and advising effectiveness 

· Ensure consistent execution of SOPs, documentation, and engagement standards across teams 

· Partner with the Director of Student Success to refine undergraduate success interventions and early-alert models 

· Ensure Student Success coaches are trained on undergraduate-specific academic structures, policies, and coaching models 

· Identify recurring knowledge gaps related to undergraduate advising and academic progression 

· Support onboarding and professional development focused on undergraduate student needs 

· Analyze undergraduate student performance data to identify trends and risks 

· Translate insights from advising interactions and escalations into operational improvements 

· Provide regular operational updates and recommendations to the Director of Student Success 

· Owns operational decisions related to undergraduate student success execution within established strategy, guidelines, and policy 

· Escalates academic policy decisions and systemic issues to the Director of Student Success 

· Acts as the Director’s designee for undergraduate student success operations as appropriate 

· Bachelor’s degree required; Master’s degree in Higher Education, Student Affairs, or related field preferred 

· 7+ years of experience in student success, advising, retention, or undergraduate education 

· Demonstrated experience working closely with academic advising units and faculty/college partners 

· 3+ years of experience managing managers or multi-layered teams 

· Strong understanding of undergraduate academic structures, degree pathways, and advising models 

· Data-informed leader with experience using CRM and student success platforms (e.g., Salesforce, Banner, Canvas, Stellic) 

· Excellent stakeholder management, communication, and problem-solving skills 

· Able to manage multiple priorities at once in a dynamic and ambiguous environment. 

· Competitive salary and benefits package 

· 401(k) 

· Volunteer days 

· Wellness reimbursement 

· Opportunities for professional development and career growth. 

· Hybrid work environment promoting work-life balance.

OU Education Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.