The Director of Student Services is responsible for leading student experience and student services at all the Campuses to ensure meeting established student satisfaction measures. The Director will lead Academic Advisors and Student Engagement team to support students’ success and serve as one-stop-shop for all student services.
The Director will collaborate with Academic team, Admissions, Academic Planning and Registry, Financial Aid, Digital Resources and Educational Technology to address student needs and facilitate a positive, engaging, and enjoyable educational experience for on campus and distant learning students that will improve retention and graduation rates.
The director is responsible for gathering the data for Student Satisfaction measures and preparing progress reports to the Academic Board, Senior Management Team and Schiller Board of Directors
Director Student Services
Heidelberg
Full-time
Permanent employee
60,000 € per year
Your mission
Tasks and Responsabilities
Leadership and Strategic Management
- Collaborate with university leadership, faculty, academic support services, and external stakeholders to advance the university's mission and strategic goals.
- Provide leadership and oversight for Student Services operations across all campuses, ensuring high-quality, consistent, and student-centered service delivery.
- Develop, implement, andmonitoroperational procedures and practices in compliance with institutional policies, academic regulations, and university standards.
- Supervise Advising and Student Engagement staff and ensure effective performance, professional development, and accountability.
- Support the Senior Management Team in the development and execution of Student Services goals, strategic priorities, and institutional initiatives.
- Participate in Institutional Assessment activities, improvement plans, andthe implementationof new university initiatives.
- Perform other duties as assigned.
- Oversee student satisfaction assessment activities, including End-of-Course Surveys and Student Satisfaction Surveys.
- Analyze student feedback and service outcomes and prepare monthly reports to support data-informed decision-making and continuous improvement.
- Monitor service effectiveness and recommend enhancements to improve the overall student experience and operational efficiency.
- Coordinate student onboarding initiatives, including pre-arrival communications, virtual orientations, welcome week programming, and outreach to late-start students.
- Develop and coordinate cross-campus policies, programs, and processes that promote student success, retention, persistence, well-being, and academic achievement.
- Participate in and support university retention and graduation initiatives.
- Promote excellence in student service, advocacy, and support, strengthening the university's reputation and commitment to student success.
- Serve as a resource for resolving complex student concerns and conflicts involving students, faculty, and staff.
- Provide guidance and support for student crises that cannot be resolved at the campus level.
- Ensure Student Experience staff consistentlymaintainservice standards.
- Plan and manage student academic processes in partnership with academic leadership and faculty.
- Ensure compliance with institutional policies, academic regulations, and student service procedures across all campuses.
- Lead the Intercampus Mobility Program, coordinating with Academic Planning, Registry, Advising, and Communications to support seamless student transitions between campuses.
- Interface with students, academic departments, and administrative offices to ensure effective communication and coordination of services.
- Foster collaboration among Advising, Student Engagement, and Student Services teams across all campuses.
- Partner with Campus Directors to ensure alignment on policies, procedures, initiatives, and student-focused projects.
- Coordinate university-wide student communication strategies and plans in collaboration with the Communications Department.
- Serve as a key liaison between students, academic departments, administrative offices, and university leadership to support effective communication and institutional alignment.
Your Profile
- Master’s Degree or higher from an accredited institution.
- Strong ability and skills in leadership and management.
- 4+years experiencein higher education,managementand student services.
- Strong skills and experience in using computer,student information systems,spreadsheets,dataanalyticsand reporting
- Excellent communication skills and ability to work effectively with others.
- Excellentcustomerservice, criticalthinkingand problem-solving skills.
- Either native English speaker orproficiencylevel of English competency.
- Local language (French, German, Spanish), desirable.
Competencies
Core Competencies- Communication Connection and Service
- Global Mindset
- Achieving Results
- Driving Innovation and Managing Change
- Learning and Development
- Analytical thinking
- Problem solving mindset
- Talent Growth, Engagement and Trust
- Drives Vision and Leads Courageously
About us
Schiller International University is a global institution with campuses in Madrid, Tampa, Heidelberg, and Paris, offering a U.S.-accredited curriculum designed to prepare students for careers in an interconnected world. Through a combination of experiential learning, challenge-based education, and international mobility, we equip our students with the skills and mindset to become responsible global leaders.
At Schiller, we are committed not only to academic excellence, but also to creating an inclusive and equitable learning and working environment. In alignment with the United Nations Sustainable Development Goals, particularly SDG 5 (Gender Equality), we strive to ensure fair, transparent, and inclusive recruitment and career development practices across all our campuses.
We actively encourage applications from women and underrepresented groups, especially in disciplines where gender imbalance persists, and we are committed to supporting all members of our community in their professional growth and leadership development.
Our approach is supported by a commitment to continuous improvement through data-driven analysis, ensuring that our practices evolve in line with international standards and reflect our values as a global institution.