The Student Services Manager provides an essential role within the Student Services Department. While performing all of the essential duties and responsibilities of a Course Advisor, the Student Services Manager also supervises and trains the broader student services team. Working closely with the Director of Student Services, the Student Services Manager is responsible for managing the full student enrollment process, ensuring that every Course Advisor provides the highest level of customer service and every Medical Screener consistently operates by Outward Bound’s national screening guidelines. The Student Services Manager maintains strong familiarity with all course details, and works closely with Student Services staff to continually improve all aspects of the enrollment process, ensuring that each student and family builds a strong and positive relationship with Outward Bound.

Managing Student Services Staff

• Work closely with the Director of Student Services to hire, train, mentor, and manage all Student Services Course Advisors to ensure they have the necessary skills and tools to perform all duties listed on the Course Advisor job description.
• Conduct performance reviews annually and exit interviews as necessary.
• Regularly meet with each Course Advisor to provide opportunities for feedback exchange, and ensure all Course Advisors have balanced work-loads that complement their developing skills and abilities.
• Update the Student Services Resource Guide bi-annually.
• Provide opportunities and multiple avenues for Course Advisors to evaluate your performance as their manager.
• Be readily available to coach Course Advisors on a daily basis as they encounter customer service and medical screening challenges.

Student Enrollment and Assessment

• Perform all essential duties and responsibilities of a Course Advisor.
• Ensure that Course Advisors provide excellent customer service to students and their families at all times, including: being available for calls, responding to calls and emails in a timely manner, providing accurate information about the enrollment process and VOBS courses, and executing all duties as listed on the Course Advisor job description.
• Maintain and improve course preparation resources for students and families, including online packing lists, travel information, sample itineraries, and more.
• Establish and uphold the VOBS Admissions process for screening students, including: frequency of contact, content shared, and format for student interviews.
• Consult with the Director of Student Services and Outward Bound consulting physicians when additional expertise is needed.
• Ensure that enrollment packets and phone interview notes are reviewed in accordance with Outward Bound medical screening policies and procedures.
• Ensure that course-planning materials, including applications, interview notes, and a master roster, are delivered to Course Directors in a timely manner and are thorough and accurate.
• Handle customer complaints as needed.
• Act as a parent liaison during critical field incidents and participate in VOBS’ emergency response plan as assigned.

Sales

• Identify under-enrolling courses and work with the Director of Student Services and the Outward Bound Services Group (OBSG) to ensure that these courses receive additional attention.
• Follow up with qualified leads in a timely manner.
• Check with specific Course Advisors and OBSG to gauge the strength of currently enrolled students and whether or not there are additional leads to enroll.
• Review age and gender balance on each course and follow up as necessary.
• Ensure the timely completion of the application review process and that all non-active enrollments are cancelled as quickly as possible.

Knowledge and Skills

• Familiar with Outward Bound philosophy and extensive knowledge of VOBS programs, activities, and course areas.
• Experienced in, and committed to, the delivery of exceptional customer service.
• Experienced at creating positive, productive work environments for staff.
• Solution oriented with strong initiative and the ability to problem-solve, prioritize, and multi-task successfully under pressure.
• Well-organized with exceptional attention to detail.
• Ability to develop positive relationships with students and their families, group programs representatives, VOBS staff, and the national Outward Bound community.
• Thorough understanding of Salesforce, Gmail and the Google Drive, the MS Suite, including Word and Excel, Adobe, and strong telephone skills.
• Strong written and oral communication skills.
• Must work well in a team environment and be open to assisting with duties outside of immediate job description as required.

Education and Work Experience

• 2+ years managerial experience.
• Bachelor degree and 1-3 years experience in a customer service or sales related field.
• Outward Bound or other wilderness expeditionary experience.
• Background in a medical and/or mental health-related field is beneficial.

Compensation

• This is a full-time, benefit eligible position.
• Salary commensurate with experience.

To Apply

Please submit a resume and cover letter at www.vobs.org/connect/employment by February 17th. The hiring committee will begin contacting applicants the third week of February, and will hope to make offers by early March.