Program Manager, Online Student Services

Center for Academic Innovation - Ann Arbor, Michigan - Full time

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

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

Job Summary

The University of Michigan is seeking a qualified Program Manager for Online Student Services to represent the Center for Academic Innovation in a program management role to ensure the successful design, coordination, development, and operation of student service models to support students in online and hybrid courses and degree programs. Supporting the growth of exemplary online and hybrid programs is a major strategic initiative within the Center for Academic Innovation. This role will also assist academic units and centralized student life organizations in the design of student services for online and hybrid degree programs. Implementing effective student support models to complement these online programs is a critical priority to promote student academic success and well-being. The Program Manager for Online Student Services will report to the Director of Online and Hybrid Programs.

About Us

The Center for Academic Innovation is a strategic priority for the University of Michigan. Through curricular innovation, tools for learning, and educational data and research, the center aims to shape the future of learning and redefine the role of the public research university by extending academic excellence, expanding public purpose, and ending educational privilege.

Our preferred future includes:

  • An open model for pre-college learning and preparation that broadens access and
  • enhances participation
  • A personalized, rigorous, and inclusive model for residential learning grounded in
  • learning analytics and experimentation
  • A flexible and networked model for global and lifelong learning that embraces the
  • evolution of a more permeable university
  • A participatory and inclusive model for public engagement that accelerates bilateral
  • knowledge construction and sharing

As we reimagine the global public research university and create a culture of innovation in learning, we value:

  • boldness and humility
  • creativity and process
  • risk taking and tradition
  • personalization and scale
  • openness

For more information, please visit our website: Academic Innovation.


  • Create and operationalize a strategy for world class student services that support online and hybrid learners.
  • Advises academic units regarding effective practices for launching and maintaining student service models to support online learners.
  • Partners and collaborates with academic unit administrators, centralized student life and student support staff, instructional designers, instructional technologists, IT staff, digital media specialists and external platform partners to assist in designing, developing and delivering student services for learners in Michigan’s online degree and hybrid programs.
  • Collaborates with internal and external technology partners to scope technology product and feature requests that support the needs of students, academic units, and administrative stakeholders.
  • Coordinates with academic units to assess and identify unique needs related to their online students, and identifies solutions to meet those needs.
  • Collaborates with units to develop onboarding materials and resources that support students’ matriculation into a program.
  • Works with academic units to establish a student service operation plan for online or hybrid programs.
  • Consults on development of student-related policies and guidelines for online and hybrid programs.
  • Works with centralized university resources to identify services available to online and hybrid degree students, as well as where resources can be developed to be delivered to online and hybrid students in equitable ways.
  • Employs research methods for continually assessing needs of students in online and hybrid degree programs across the University, to inform development of central infrastructure for student services.
  • Ensures student enrollment pathways and other institutional processes are well designed and inclusive of students taking online and hybrid options.
  • Monitors student success and barriers to student participation in academic and co-curricular activities and opportunities by working with units to assess student perceptions of connection to the University and its centralized support resources, and establishes ways in which these connections can be strengthened.
  • Advises administrative and student support staff in academic units on effective models and practices for supporting students in online and hybrid programs.
  • Coordinates with Center for Academic Innovation colleagues to create, disseminate and maintain resources, policies, and procedures for academic units to provide guidance and aid in the creation of student services for online and hybrid degree programs.
  • Participates in conversations and communities on campus around the provision of student services and other topics related to carrying out the vision and mission of the Center for Academic Innovation
  • Provides guidance and develops best practices and templates for developing capacity within academic units to design and deliver high-quality student services for online programs.
  • Develops guidelines for evaluating the effectiveness of current models for online and hybrid student support services, and creates recommendations to improve the processes.

Required Qualifications*

  • Bachelor’s degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience. Master’s degree
  • strongly preferred.
  • Experience working with student support staff to design and develop services to support student persistence in online and hybrid programs.
  • Knowledge of regulations related to student access and academic success (e.g. accessibility, FERPA, etc.).
  • Demonstrated ability to work effectively with individuals and groups at all levels within the University and ability to manage collaborative partnerships.
  • Experience working with diverse institutional stakeholders to develop and carry out operational processes for launching online student service models.
  • Knowledge of trends in technology, innovation, and higher education. Familiarity with: Massively Open Online Courses (MOOCs), Open Educational Resources (OER), Learning Management Systems (LMS) like edX, Coursera, Canvas, and other educational platforms.
  • Enthusiasm for technology-enhanced learning in the context of a public research university.
  • Demonstrated ability to solve complex problems in conjunction with stakeholders.
  • Demonstrated organizational, interpersonal, oral, and written communication skills.
  • Ability to manage workload under time constraints and competing priorities.
  • Ability to work well in a multicultural and collaborative environment.

Desired Qualifications*

  • Master’s degree and 5 or more years of related experience (student success, academic coaching) or equivalent combination of education and experience.
  • Experience working with diverse institutional stakeholders to develop and carry out operational processes for launching online and hybrid programs.
  • Ability to analyze and align technology solutions with student support needs, current educational and technological trends, and campus -wide goals/priorities and infrastructure.
  • Experience in a research focused university setting.
  • Formal project management experience.
  • Must have legal authorization to work in the United States.

Additional Information

Excellent benefits are available, for details, see

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening 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.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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