Associate Vice President, Student Resolution Services

$165,000 - $180,000/Yr

University of Maryland

Full-time - Senior

Educational Services

About the position

The Associate Vice President (AVP) of Student Resolution Services at the University of Maryland Global Campus (UMGC) is a leadership role focused on enhancing student satisfaction and retention through effective resolution services. The AVP will lead a team dedicated to addressing student concerns, implementing strategies for dispute resolution, and ensuring compliance with academic integrity standards. This position requires a strong customer service orientation, analytical problem-solving skills, and a commitment to fostering a positive student experience.

Responsibilities

• Builds tracking ecosystems to research, identify, and analyze points of student contact throughout the resolution process.
• Creates clear processes and procedures for escalations to identify systemic issues and support continuous improvement.
• Trains team members to engage students with empathy and active listening practices.
• Leverages learner insights and feedback for continuous improvement of student resolution experiences.
• Provides strategic and operational leadership to achieve KPIs and SLAs.
• Conducts performance reviews and uses feedback to improve team member experience and resolution practices.
• Serves as a subject matter expert on university strategic initiatives related to student resolution.
• Interprets and administers the Student Code of Conduct, recommending policies for equitable treatment of students.
• Acts as an advocate for student concerns and promotes positive organizational change.
• Provides leadership to behavioral intervention teams addressing student emotional well-being.
• Collaborates with change managers to develop communication strategies for academic integrity.
• Defines academic integrity priorities in alignment with the academic integrity roadmap.
• Ensures compliance with state, federal, and university policies and regulations.
• Champions DEI initiatives and reviews departmental practices for improvement.

Requirements

• Bachelor's degree from an accredited institution of higher learning.
• At least seven years of experience leading student-centric, KPI-driven teams in higher education.
• Expertise in student resolution and conduct.
• In-depth knowledge of customer service strategies and related technologies.
• Ability to build relationships with key stakeholders across the organization.
• Exemplary verbal and written communication skills.
• Skilled in utilizing qualitative and quantitative data for decision-making.
• Strong proficiency in MS Office (Word, Outlook, Excel), SMS, LMS, and CRM.

Nice-to-haves

• Master's degree from an accredited institution of higher learning.
• Experience working globally in higher education.
• Highly emotionally intelligent leader with strong interpersonal skills.
• Exemplary collaboration and negotiation skills.
• Ability to thrive in a rapidly changing environment.
• Strong track record of strategic thinking and execution abilities.
• Successful mentor and developer of people.
• High energy leader with a positive attitude and entrepreneurial spirit.

Benefits

• 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays.
• Comprehensive health coverage including medical, vision, dental, and prescription plans.
• Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance.
• Flexible Spending Accounts for medical and dependent care expenses.
• Retirement plans including Optional Retirement Program (ORP) and Maryland State Retirement and Pension System (MSRPS).
• Supplemental retirement plans including 401(k), 403(b), 457(b), and various Roth options.
• Tuition remission for staff and their dependents after two years of service.